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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)

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 some access privileges which agents do not, but they don't have the level of access an admin has. Supervisors can manage campaigns and use call monitor to join calls. 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

The analyst user type is reserved for employees whose primary role is data forecasting or analysis. Analysts primarily have access to viewing analytics data and statistics within the dashboard.

Agents

Agents have limited access privileges in terms of viewing or changing global data within the company account. They are able to add, edit, and remove contacts, as well as participate in active campaigns they have been assigned to.


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*

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

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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