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Access Settings for Call Data
Access Settings for Call Data

Learn about the settings used to manage access to call statistics for analysts and supervisors

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Written by Shelby Glynn
Updated over a week ago

This article will show you how to manage access to statistical data for your analyst and supervisor users. Read about how these settings will be interpreted differently based on your preferred statistics dashboard.


User Access to Statistical Data

The four settings described below will create the logic for what analyst and supervisor users are able to do and see on our platforms, including what data they can access within Analytics and our legacy statistics dashboard. We will refer to these settings as access settings.

The logic of how these access settings work in combination will be different depending on whether you are viewing Analytics or our legacy statistics. However, settings cannot be applied separately for each use case. They are set per user and applied globally.

Access Settings

There are four access settings (also called Role settings, in legacy dashboard). These are the settings which affect the data an analyst or supervisor will see on our statistics dashboards:

  1. Which users/agents can this user have access to

  2. Which groups can this user have access to

  3. Which numbers can this user have access to

  4. Which external numbers can this user have access to

Access settings 1, 2, and 3 work in combination to determine access, while the external numbers setting works independently of the others.

Edit Settings via Dashboard

  1. Admin can navigate to the Users tab and find the desired analyst or supervisor. Edit user.

  2. In the Advanced Settings tab, select the levels of access as desired.

  3. Save user.

Edit Settings via Legacy Dashboard

  1. Admin can navigate to the Agents tab and find the desired analyst or supervisor. Select the Edit icon.

  2. Under Basic Settings, scroll to Role settings.

  3. Select the levels of access as desired.

  4. Scroll down to Save Changes.


Access Logic

Access settings 1, 2, and 3 work differently in combination, depending if the user is looking at statistics within Analytics or from our legacy dashboard.

Analytics

In Analytics, an analyst or supervisor user has access to the full set of call data once they are given access to any part of the data. The user only needs to be granted access from one of the access settings 1, 2, or 3.

This means if the analyst or supervisor has access to a user from the call, OR they have access to a group the call routed through, OR they have access to a number the call routed through—data for that call will be visible.

Example

My analyst user has access to an agent Jon Doe, a group Sales Group, and a phone number Outbound Sales Number. This analyst user will be able to see:

  • a call made by Jon Doe via any number

  • a call made by any user via the Outbound Sales Number

  • a call made by any user in the Sales Group via any number

This analyst user will not be able to see:

  • a call made by another agent or group via another number

Leave Empty Option

In Analytics, leaving even ONE setting empty from access settings 1, 2, or 3 gives the user access to all calls.

This is because Analytics checks these settings for access using a logical OR, so only one setting is needed to grant access. Another way to think of this is that in Analytics, the access setting with the highest level of access is the one admin can look at to check what data their analyst or supervisor can see.

The fourth setting, Which external numbers can this user have access to, does not have any influence over what the user has access to in Analytics. Leaving this setting empty will not grant the user access to all calls—only access settings 1, 2, and 3 can do that.

Legacy Dashboard Statistics

When viewing statistics from our legacy dashboard, an analyst or supervisor user must be granted access to all parts of the call data in order to see that data. The user needs to be granted access from each of the access settings 1, 2, and 3.

This means if the analyst or supervisor has access to the users and groups from the call, BUT they do not have access to the number the call routed through—data for that call will NOT be visible. All criteria must be met.

Example

My analyst user has access to an agent Jon Doe, a group Sales Group, and a phone number Outbound Sales Number. This analyst user will be able to see:

  • a call made by Jon Doe via the Outbound Sales Number

This analyst user will not be able to see:

  • A call made by Jon Doe from another group

  • A call made by another agent in the Sales Group

Leave Empty for All

As an admin, if you want to to grant the user access to view all calls in our legacy statistics, you must leave ALL of access settings 1, 2, and 3 empty.

Leaving only one or two settings empty will not grant the user access to all calls. Unlike Analytics, our legacy statistics backend applies a logical AND to evaluate these settings. All criteria must be met.

The fourth 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 settings were left empty, this setting provides a separate access limitation specifically for external numbers.


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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