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Users

Learn the roles and access privileges for users in CloudTalk.

S
Written by Shelby Glynn
Updated over a week ago

Here are the descriptions of our user types in CloudTalk, as well as an authorization overview for each user's access to dashboard features.

User Levels

User levels in CloudTalk create clarity for a user's role in your company. They strengthen the security posture of your organization by ensuring that employees have access only to the materials they need to perform job duties. In CloudTalk, we have five types of users within our dashboard:

  • Administrators (Admin)

  • Admin Partners

  • Supervisors

  • Analysts

  • Agents

When configuring users for your account, it is helpful to understand the purpose behind each user type so that you can map appropriate types to employees in your company.

Administrators (Admin)

Admins have the highest level of access in CloudTalk.

They can configure global account settings and add or remove users. Admin users are typically account executives, account managers, technical managers, or integration specialists who are responsible for the overall CloudTalk implementation within the company.

Admin Partners

Admin Partner users exist only in setups where billing is managed by a separate entity or partner account.

Admin Partners have access only to billing-related information and number requests for the accounts they are connected to. This access is limited to areas relevant to their billing responsibilities.

Supervisors

Supervisors have more access than Agents but do not have full Admin privileges.

They can manage campaigns, use call monitoring tools to join active calls, and view group and user details in read-only mode. This includes information such as names, email addresses, extensions, roles, and real-time statuses.

This level of access supports call transfers, team coordination, and performance oversight, without allowing changes to account-wide settings. Supervisors are typically sales or support managers who need visibility into team activity but do not manage account configuration.

Analysts

Analysts focus primarily on reporting, data analysis, and forecasting.

They have access to analytics and statistics within the Dashboard, as well as read-only access to group and user details. This allows Analysts to support planning and coordination while preserving data integrity.

Agents

Agents have limited access to global account settings and features.

They can manage contacts, participate in assigned campaigns, and handle calls as part of their daily work. Agents also have read-only access to group and user information, including real-time statuses, which helps with call transfers and checking team availability.

Features Access

Dashboard (Landing Page)

{Action}

Analyst

Agent

Supervisor

Admin

Admin Partner

See statistics for the selected period

✅

✅

✅

✅

❌

See the recent call history

✅

✅

✅

✅

❌

Analytics

Admin have full access privileges within Analytics. Access for analysts and supervisors will vary depending on your company settings configuration.

Our AI Analytics report is only available to customers with Conversation Intelligence enabled.

Statistics (Legacy)

For both Analytics and legacy statistics on our dashboard, access for analysts and supervisors will vary depending on your company settings configuration.

{View}

Analyst

Agent

Supervisor

Admin

Admin Partner

Call History

✅

❌

✅

✅

❌

Inbound

✅

❌

✅

✅

❌

Outbound

✅

❌

✅

✅

❌

Agents

✅

❌

✅

✅

❌

Happiness

✅

❌

✅

✅

❌

Tags

✅

❌

✅

✅

❌

Wallboards

❌

❌

❌

✅

❌

Realtime Dashboard

❌

❌

✅

✅

❌

Users Tab

{Action}

Analyst

Agent

Supervisor

Admin

Admin Partner

Access Users screen (Read-Only)

✅

✅

✅

✅

❌

Add user*

❌

❌

❌

✅

❌

Edit user

❌

❌

❌

✅

❌

Delete user

❌

❌

❌

✅

❌

Admin Partners in Users

Admin cannot add users of the admin partner type. They also cannot see existing admin partners in the list of users. If there is an admin partner in the company and no available seats, the button to add new users will be disabled and a tooltip will be shown.

Groups Tab

{Action}

Analyst

Agent

Supervisor

Admin

Admin Partner

Access Groups screen (Read-Only)

✅

✅

✅

✅

❌

Add group

❌

❌

❌

✅

❌

Edit group

❌

❌

❌

✅

❌

Delete group

❌

❌

❌

✅

❌

Numbers Tab

✅❓Admin are authorized to request new and ported numbers only in companies where there is no admin partner user.

{Action}

Analyst

Agent

Supervisor

Admin

Admin Partner

Access Numbers screen

❌

❌

❌

✅

✅

Request number

❌

❌

❌

✅❓

✅

Request to port number

❌

❌

❌

✅❓

✅

Edit number

❌

❌

❌

✅

❌

Dialer Tab

{Action}

Analyst

Agent

Supervisor

Admin

Admin Partner

Read call script within assigned campaign

❌

✅

✅

✅

❌

Manage call scripts

❌

❌

✅

✅

❌

Manage campaigns

❌

❌

✅

✅

❌

Start calling for assigned campaign via power dialer

❌

✅

✅

✅

❌

Manage survey

❌

❌

✅

✅

❌

Fill in survey within assigned campaign

❌

✅

✅

✅

❌

Contacts Tab

{Action}

Analyst

Agent

Supervisor

Admin

Admin Partner

Access Contacts screen

✅

✅

✅

✅

❌

Add contact

❌

✅

✅

✅

❌

Edit contact

❌

✅

✅

✅

❌

Delete contact

❌

✅

✅

✅

❌

Bulk delete contacts

❌

❌

❌

✅

❌

Contact Tags

{Action}

Analyst

Agent

Supervisor

Admin

Admin Partner

Create tags

❌

✅

✅

✅

❌

Assign / Unassign tags

❌

✅

✅

✅

❌

Edit tags (API only)

❌

✅

✅

✅

❌

Delete tags (API only)

❌

✅

✅

✅

❌

Contact Notes

{Action}

Analyst

Agent

Supervisor

Admin

Admin Partner

Add contact notes

❌

✅

✅

✅

❌

Edit contact notes

❌

✅

✅

✅

❌

Delete contact notes

❌

✅

✅

✅

❌

Call Monitor

{Action}

Analyst

Agent

Supervisor

Admin

Admin Partner

Monitor calls / access the call monitor

❌

❌

✅

✅

❌

Account Tab

✅❓Admin are authorized to access the billing page only for companies where there is no admin partner user.

{Action}

Analyst

Agent

Supervisor

Admin

Admin Partner

Billing

❌

❌

❌

✅❓

✅

Conference (legacy dashboard)

❌

❌

❌

✅

❌

Integrations (legacy dashboard)

❌

❌

❌

✅

❌

Settings

❌

❌

❌

✅

❌

Workflow Automations

❌

❌

❌

✅

❌

Call Tags / Dispositions (via Account Settings)

{Action}

Analyst

Agent

Supervisor

Admin

Admin Partner

List call tags

❌

❌

❌

✅

❌

Create call tags

❌

❌

❌

✅

❌

Edit call tags

❌

❌

❌

✅

❌

Delete call tags

❌

❌

❌

✅

❌

If you need any further assistance please do not hesitate to reach out to our Support team, we are always happy to help!

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