Enable Supervisory Access to Agent Call Transcripts and AI-Generated Post-Call Notes in Native RingEX
Feature Request Title: Enable Supervisory Access to Agent Call Transcripts and AI-Generated Post-Call Notes in Native RingEX
Feature Description:
Currently, users assigned the Queue Manager role in native RingEX do not automatically have permission to view or access call transcripts and AI-generated post-call notes belonging to agents within their managed queues.
The standard Queue Manager role is primarily designed for administrative queue management, including call routing configurations, business hours, greeting and wait settings, and agent membership status. However, access to AI-generated call transcripts and post-call notes remains restricted to the individual extension that handled the call. These details are accessible only through the agent's RingCentral application under Phone > Notes / Transcript.
Requested Enhancement:
We are requesting an enhancement that would allow authorized Queue Managers or designated supervisors to view and access call transcripts and AI-generated post-call notes for agents assigned to their managed queues.
Ideally, the feature should include:
- Supervisory Access: Allow Queue Managers to view agent call transcripts and AI-generated post-call notes without requiring access to the individual agent's account.
- Queue-Based Visibility: Restrict access to transcripts and notes to agents belonging to queues managed by the authorized supervisor.
- Role-Based Permissions: Introduce a configurable permission that administrators can enable or disable for Queue Managers and other designated supervisory roles.
- Centralized Access: Provide a centralized interface where supervisors can review agent transcripts and post-call summaries.
- Data Privacy and Security: Ensure that access is controlled through appropriate role-based permissions and account-level security policies.
Business Justification:
Providing Queue Managers with access to agent call transcripts and AI-generated post-call notes would improve supervisory visibility, quality assurance, coaching, and operational efficiency.
Currently, supervisors must rely on agents to share their transcripts or post-call notes whenever a review is necessary. This creates additional administrative overhead and limits supervisors' ability to independently monitor customer interactions and evaluate agent performance.
Implementing this enhancement would allow supervisors to:
- Review customer interactions more efficiently.
- Identify agent performance gaps and coaching opportunities.
- Improve quality assurance and compliance monitoring.
- Monitor customer concerns and service delivery.
- Reduce dependency on agents to manually share call transcripts and notes.
Expected Outcome:
Authorized Queue Managers and supervisors should be able to independently access call transcripts and AI-generated post-call notes for agents within their assigned queues, subject to administrator-configured permissions and appropriate privacy controls.
Current Limitation: Queue Manager permissions in native RingEX do not include supervisory access to individual agents' AI call transcripts and post-call notes.