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
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)
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)
Users Tab
Groups Tab
Numbers Tab
Dialer Tab
Contacts Tab
Contact Tags
Contact Notes
Call Monitor
Account Tab
Call Tags / Dispositions (via Account Settings)
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