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)

Admin have the highest level of access privilege. They are able to configure global account settings and add or remove other users. Admin users are typically the account executives, account managers, technical managers or integration specialists who are responsible for your company's implementation with CloudTalk.

Admin Partners

Not every company has admin partner users. These only exist in company configurations where billing for your organization is handled by a different entity or "partner" account.

An admin partner user only has access to billing and number request information for their connected accounts, as this relates to their primary role.

Supervisors

Supervisors have access to additional features compared to agents but do not have full admin privileges. They can manage campaigns, use call monitoring tools to join calls, and view group and user details in read-only mode. This includes essential information like names, emails, extensions, roles, and statuses, enabling better call transfers and team coordination without the ability to make changes. This user type typically maps to sales or support managers who need some overview of their agents, but not to the level of account configuration.

Analysts

Analysts primarily focus on data analysis and forecasting, with access to analytics and statistics within the dashboard. They also have read-only access to group and user details to support coordination efforts while maintaining data integrity.

Agents

Agents are granted limited access to global account data and features. They can manage contacts and participate in assigned campaigns. Additionally, agents have read-only access to group and user information, including real-time statuses, to streamline call transfers and check 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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