Subject: Feature Enhancement Request – Generate Report for Automatic Notes in RingCentral App

Description:
Requesting an enhancement to generate a report that captures all notes entered by agents within specific queues (e.g., Graphics Hotline) in the RingCentral App. This feature would improve visibility into agent interactions and provide structured reporting for supervisors.

Current Limitation:

There is no built-in reporting feature that consolidates agent-entered notes within specific queues.
Supervisors must manually review conversation histories, which is inefficient and does not allow for scalable analysis.
Technical Requirements:

Data Source:

Capture agent-entered notes from RingCentral App messaging logs within designated call queues.
Extract metadata such as timestamp, agent ID, queue name, and customer ID (if applicable).
Report Format:

Provide exportable CSV or Excel reports containing structured data fields:
Agent Name / ID
Queue Name
Timestamp
Note Content
Conversation ID (if linked to a call or chat session)
Filtering Options:

Date range selection (daily, weekly, custom range)
Queue-based filtering (e.g., Graphics Hotline)
Agent-specific filtering
Integration Considerations:

If data is already logged in RingCX Analytics, enhance reporting to include note extraction.
If data is stored in a different backend system, enable API access to retrieve and format notes for reporting.
Business Impact:

Improves quality assurance and compliance tracking by allowing structured analysis of agent-entered notes.
Enables better supervisor oversight with efficient, searchable records instead of manual reviews.
Supports data-driven insights into customer interactions and agent performance trends.