Question
"Quality Review" functionality deprecated in 7.3.1
Just noticed that this functionality is deprecated in Pega Customer Service 7.3.1 (7.3.1 release notes, page 19), with plans to remove the feature entirely in a later release.
Do we have any further information regarding this?
I (and my customer) would be interested to know the driver to remove this and whether an alternative out of the box solution is planned for delivery.
The release notes state that the capabilities will be remove permanently. Does this mean that the release notes are not correct?
Quality Review capabilities
The Quality Review capabilities in the Manager Tools tab of the Interaction Portal is deprecated but continues to be available. From future release, these capabilities will be removed permanently.
The Quality Review has been deprecated, meaning no further investments are planned in this feature. Generally, for deprecated features, we de-support it and remove the related rules from the application. For the Quality Review feature, there are no plans yet to de-support or remove these rules.
The decision to deprecate this feature ('deprecation' meaning no further investments in this feature area are planned). This decision was based on a low utilization rate of the Quality Review feature by customers. The Quality Review capabilities are still supported and there are no specific "desupport" plans at this time, so the Quality Review features will continue to be available in future releases.