This article covers access controls for call logs, recordings, SMS messages, statistical data, and contact visibility for agents, supervisors, and analysts.
User Level: Admin
Call Data Access Settings
Call data access can be managed at two levels: company-wide and per individual user. Each user role has a default level of access that can be adjusted using the settings below.
Admin | By default, admin users have access to all call data within our dashboard and Analytics pages. There is no option to limit access for admin users. |
Agents | For agents, the default visibility for call recordings, data, and SMS messages can be set at the company level. Settings can also be configured for an individual agent user. |
Supervisors + Analysts | Analysts and supervisors have access to all call data by default. Access to call recordings and SMS messages cannot be limited, as company level settings do not affect call visibility for analysts and supervisors. Access limitation to call analytics data can be configured per user. |
Company Level
Company level (or global) access settings can only change default access for agents. Changing these settings will change the default access agents have to call data, recordings, and SMS messages. Adjust these settings when you want to create a default access limitation for all or the majority of your agents.
Change Default Agent Access
From the dashboard, navigate to Account > Settings.
In the General tab, scroll to Visibility of calls and recordings. Select the desired levels of default access.
Select an option for Message visibility by Agent.
Save changes.
User Level
User level access settings are settings configured per individual user. They allow customized access for individual agent, analyst, or supervisor users. These settings and the data types they provide access to are different for agents as compared to supervisors or analysts.
Agents
While company level access settings determine the default visibility for agents, you can configure individual access controls to override these. This allows you to change the level of access a particular agent has to call recordings, messages, and call visibility.
Additionally, you can give your agents access to the Real Time report in Analytics, which allows them to check current calling queues and their group members' availability before changing their status or going on break.
⚠️ Agent access to call data within Real Time report is limited based on what group an agent belongs to. Agents should only see realtime call statistics for groups they are a part of. If the agent is not assigned to a group, they will be able to see all realtime call data.
Edit Agent Access to Call or Real Time Data
From the dashboard, navigate to the Users tab and find the desired agent. Edit user.
In the Advanced Settings tab, switch off Global settings for visibility of calls and recordings. Select the desired levels of call access for the agent.
For Message visibility by Agent, select the levels of access as desired.
To allow the agent to access Analytics Real Time report, switch on Access to Analytics Real Time tab.
Save user.
Analysts + Supervisors
By default, analysts and supervisors have access to data from all calls. You can only limit access to these user types on a per-user basis, and existing access limitations for these users relate to the visibility of statistical call data, such as within Analytics pages.
In user settings, there are 4 access settings which can affect the data an analyst or supervisor will see in Analytics. You can read more about how these settings work under Access Logic.
Edit User Access to Call Statistics
From the dashboard, navigate to the Users tab and find the desired analyst or supervisor. Edit user.
In the Advanced Settings tab, select the levels of access as desired.
Save user.
Visibility of Contacts
The Visibility of Contacts setting controls whether users can see contact names and details in CloudTalk Phone and the Dashboard. This setting is typically used to meet GDPR or other privacy requirements.
Location: Account > Settings > General > Visibility of Contacts
The default setting is enabled. When the company-level setting is disabled, all users except Admin lose access to contact names and the Contacts section, regardless of any individual user settings.
Admin | Admin users can always see all contacts. This setting does not apply to admin users. |
Agents | Contact visibility follows the company-level setting by default. When the company-level setting is enabled, an admin can also enable or disable contact visibility per individual agent. |
Supervisors + Analysts | Contact visibility follows the company-level setting by default. When the company-level setting is enabled, an admin can also enable or disable contact visibility per individual user. |
Effect on CloudTalk Phone (Standard Calling)
When the setting is enabled, users can see:
The Contacts section in CloudTalk Phone: the full contact list is accessible.
Contact names in Call History: calls are displayed with the contact's name rather than a phone number only.
When the setting is disabled, users see phone numbers only in Call History and cannot access the Contacts section.
Effect on Dialer Calling (Power Dialer / Smart Dialer)
When using Power Dialer or Smart Dialer, the setting behaves differently from standard calling:
During an active dialer call, agents can see the contact name and details for the contact they are currently calling, even if the company-level Visibility of Contacts setting is disabled. The dialer requires this context to function.
Outside the active dialer call: in Call History, the Contacts section, or between calls the standard visibility rules apply. If the setting is disabled, contact names and the Contacts section are not accessible.
The dialer exposes contact details during the active call session only. It does not grant broader access to the contacts database.
Effect on Dashboard
When the setting is enabled, users can see:
The Contacts section in the Dashboard.
Contact names in Dashboard call history and contact detail logs.
When the setting is disabled, the Contacts section is hidden and call history displays phone numbers only, with no contact name resolution.
Effect on Analytics
When enabled, contact names appear in Analytics reports. When disabled, only phone numbers are shown and no contact names are resolved.
Unlike call visibility settings (which apply to Agent role users only at the company level), Analytics applies the Visibility of Contacts setting to all user roles.
Enable or Disable Contact Visibility
Company level:
From the dashboard, navigate to Account > Settings.
In the General tab, find Visibility of Contacts and toggle it on or off.
Save changes.
User level (only possible when the company-level setting is enabled):
Navigate to the Users tab and find the desired user. Edit user.
In the Advanced Settings tab, adjust the contact visibility setting for that user.
Save user.
Access Logic (Analysts, Supervisors)
For analysts and supervisors, 4 settings in each user's Advanced settings control which statistical call data they can access:
Which users/agents can this user have access to
Which groups can this user have access to
Which numbers can this user have access to
Which external numbers can this user have access to
Access settings 1, 2, and 3 work in combination to determine access, while setting 4 works independently of the others. If these settings are left empty, an analyst or supervisor user will have access to the full set of call data by default.
Users or Groups (Access Settings 1, 2)
Access settings 1 and 2 grant access based on users or groups of users. If other settings are left blank, supervisors and analysts will be granted access to calls from all agents entered in setting 1, in addition to calls from any agents that are part of groups entered for setting 2.
Settings 1 and 2 work in together with OR logic. This means that access is granted when a supervisor or analyst has access to either a group or a user from that call flow.
Example
Example
My analyst user has access to an agent Jon Doe and a group Sales Group. The other access settings are empty. My analyst user will be able to see:
a call made by
Jon Doevia any numbera call made by any user in the
Sales Groupviaany number
My analyst user will NOT be able to see:
any call which did NOT route through
Jon Doe, theSales Group, or an agent withinSales Group
Numbers (Access Setting 3)
Access setting 3 grants access based on internal numbers. If other settings are left blank, supervisors and analysts will only be granted access to calls dialed to or from numbers entered in setting 3.
If settings 1 or 2 have values entered, and setting 3 also has a value entered, then the user must have access to both the users/group users and the number a call routed through.
When combined with settings 1 and 2, setting 3 functions with AND logic. This means if the analyst/supervisor has access to the users/group users from the call, but they do not have access to the number the call routed through—data for that call will not be visible. Both criteria must be met.
Example
Example
My supervisor user has access to an agent Jon Doe, a group Sales Group, and a phone number Outbound Sales Number. My supervisor user will be able to see:
a call made by
Jon DoeviaOutbound Sales Numbera call made by any user in the
Sales GroupviaOutbound Sales Number
My supervisor user will not be able to see:
a call made by
Jon Doevia another numbera call made by an agent in the
Sales Groupvia another numbera call made by another agent or group via another number
External Numbers (Access Setting 4)
The fourth access setting, Which external numbers can this user have access to, will function as an additional access filter after access settings 1, 2, and 3 have been applied.
If the first three access settings are left empty, this setting provides a separate access limitation specifically for external numbers. Otherwise, setting 4 will combine with the others following a OR logic. This means that either the supervisor/analyst can be granted access based on settings 1-3, or access can be granted based on the access to the external number(s) entered in setting 4.
Example
Example
My supervisor user has access to an agent Jon Doe, a group Sales Group, an internal phone number Outbound Sales Number , and an external number +555000555. My supervisor user will be able to see:
a call made by
Jon DoeviaOutbound Sales Numbera call made by any user in the
Sales GroupviaOutbound Sales Numbera call made by any user via
+555000555
My supervisor user will not be able to see:
a call made by
Jon Doevia a number not listeda call made by an agent in the
Sales Groupvia a number not listeda call made by another agent or group via a number not listed
If you need further assistance or have any questions, please submit a request through our Support portal. Our team will be happy to help.