Access to Transcript URL for Engage Messaging Channel Type in RingCX Analytics

Summary: The current implementation of RingCX Analytics provides interaction summaries and transcripts through the Transcript URL for various channels. However, when filtering by the Channel Type "Engage Messaging," the Transcript URL field is empty. We are requesting an enhancement to include and display transcript URLs for Engage Messaging interactions, aligning the functionality with other supported channels.

Problem Statement: When analyzing interactions through the RingCX Analytics dashboard, transcripts are essential for reviewing communication history, particularly for compliance, training, and quality assurance purposes. While transcript URLs are available for other communication channels (such as voice and email), the URL for the transcript is not accessible when Channel Type = "Engage Messaging." This limitation impacts the ability to efficiently review and audit Engage Messaging conversations, causing workflow disruptions and incomplete data analysis.

Feature Request: We request that the RingCX Analytics system be enhanced to:

Generate and display a functional Transcript URL for interactions where the Channel Type is set to "Engage Messaging."
Ensure that Engage Messaging transcripts are stored, accessible, and follow the same retrieval process as other channels.
Implement the necessary backend infrastructure to support transcript generation for Engage Messaging interactions, if not already in place.
Use Case:

User Role: Support engineers, customer service managers, and compliance teams who regularly analyze customer-agent conversations.
Scenario: A compliance officer needs to review a set of customer interactions across various channels, including Engage Messaging. Without access to the Engage Messaging transcript, the review process becomes fragmented, potentially leading to incomplete analysis and delayed decision-making.
Benefits:

Improves consistency in transcript availability across all supported channels in RingCX Analytics.
Enhances the ability of users to perform comprehensive interaction reviews, which is crucial for training, compliance, and quality assurance.
Streamlines the workflow for support and operational teams who need to access and audit Engage Messaging interactions, reducing delays caused by the absence of transcripts.
Technical Considerations:

Review the existing infrastructure for handling transcripts from Engage Messaging interactions. If transcripts are already being logged but not linked, the issue may be related to missing links in the analytics display.
Implement an automated process for generating and linking transcript URLs for Engage Messaging interactions, ensuring the data format is compatible with other channels (e.g., voice, chat).
Validate that the new functionality complies with the data retention policies and privacy guidelines applicable to RingCX.
Priority: Medium to High (depending on the volume of Engage Messaging interactions and the frequency of audits in customer environments).

Expected Outcome: Once this feature is implemented, users will be able to access Engage Messaging interaction transcripts seamlessly through the RingCX Analytics platform, reducing operational friction and ensuring parity with other communication channels.

Thank you for considering this request. Please let us know if further technical details or use cases are required to support the implementation.