This article covers the configuration of access controls and defaults for analysts, supervisors, and agents in relation to call logs and recordings, SMS messages, and statistical data.
User Level
Admin
Call Data Access Settings
Settings which can limit access to call data exist per user as well as globally, at the company level. In this article, these settings will be referred to as access settings. Each user type has a default level of access, which can then be limited individually, or sometimes globally, by configuring access settings.
Admin | By default, admin users have access to all call data within our dashboard and Analytics pages. There is no option to limit access for admin users. |
Agents | For agents, the default visibility for call recordings, data, and SMS messages can be set at the company level. Settings can also be configured for an individual agent user. |
Supervisors + Analysts | Analysts and supervisors have access to all call data by default. Access to call recordings and SMS messages cannot be limited, as company level settings do not affect call visibility for analysts and supervisors. Access limitation to call analytics data can be configured per user. |
Company Level
Company level (or global) access settings can only change default access for agents. Changing these settings will change the default access agents have to call data, recordings, and SMS messages. Adjust these settings when you want to create a default access limitation for all or the majority of your agents.
Change Default Agent Access
From the dashboard, navigate to Account > Settings.
In the General tab, scroll to Visibility of calls and recordings. Select the desired levels of default access.
Select an option for Message visibility by Agent.
Save changes.
User Level
User level access settings are settings configured per individual user. They allow customized access for individual agent, analyst, or supervisor users. These settings and the data types they provide access to are different for agents as compared to supervisors or analysts.
Agents
While company level access settings determine the default visibility for agents, you can configure individual access controls to override these. This allows you to change the level of access a particular agent has to call recordings, messages, and call visibility. Additionally, you can give your agents access to the Real Time report in Analytics, which allows them to check current calling queues and their group members' availability before changing their status or going on break.
Agent access to call data within Real Time report is limited based on what group an agent belongs to. Agents should only see realtime call statistics for groups they are a part of. If the agent is not assigned to a group, they will be able to see all realtime call data.
Edit Agent Access to Call or Real Time Data
From the dashboard, navigate to the Users tab and find the desired agent. Edit user.
In the Advanced Settings tab, switch off Global settings for visibility of calls and recordings. Select the desired levels of call access for the agent.
For Message visibility by Agent, select the levels of access as desired.
To allow the agent to access Analytics Real Time report, switch on Access to Analytics Real Time tab.
Save user.
Analysts + Supervisors
By default, analysts and supervisors have access to data from all calls. You can only limit access to these user types on a per-user basis, and existing access limitations for these users relate to the visibility of statistical call data, such as within Analytics pages.
In user settings, there are 4 access settings (also called “Role settings” in legacy dashboard) which can affect the data an analyst or supervisor will see in Analytics or legacy statistics pages. You can read more about how these settings work under Access Logic.
Edit User Access to Call Statistics
From the dashboard, navigate to the Users tab and find the desired analyst or supervisor. Edit user.
In the Advanced Settings tab, select the levels of access as desired.
Save user.
Access Logic (Analysts, Supervisors)
At a user level, there are 4 access settings which can limit access to statistical call data for analysts and supervisors, found in the Advanced settings of a user profile. These settings are:
Which users/agents can this user have access to
Which groups can this user have access to
Which numbers can this user have access to
Which external numbers can this user have access to
Access settings 1, 2, and 3 work in combination to determine access, while setting 4 works independently of the others. If these settings are left empty, an analyst or supervisor user will have access to the full set of call data by default.
Users or Groups (Access Settings 1, 2)
Access settings 1 and 2 grant access based on users or groups of users. If other settings are left blank, supervisors and analysts will be granted access to calls from all agents entered in setting 1, in addition to calls from any agents that are part of groups entered for setting 2.
Settings 1 and 2 work in together with OR logic. This means that access is granted when a supervisor or analyst has access to either a group or a user from that call flow.
Example
Example
My analyst user has access to an agent Jon Doe and a group Sales Group. The other access settings are empty. My analyst user will be able to see:
a call made by
Jon Doevia any numbera call made by any user in the
Sales Groupviaany number
My analyst user will NOT be able to see:
any call which did NOT route through
Jon Doe, theSales Group, or an agent withinSales Group
Numbers (Access Setting 3)
Access setting 3 grants access based on internal numbers. If other settings are left blank, supervisors and analysts will only be granted access to calls dialed to or from numbers entered in setting 3.
If settings 1 or 2 have values entered, and setting 3 also has a value entered, then the user must have access to both the users/group users and the number a call routed through.
When combined with settings 1 and 2, setting 3 functions with AND logic. This means if the analyst/supervisor has access to the users/group users from the call, but they do not have access to the number the call routed through—data for that call will not be visible. Both criteria must be met.
Example
Example
My supervisor user has access to an agent Jon Doe, a group Sales Group, and a phone number Outbound Sales Number. My supervisor user will be able to see:
a call made by
Jon DoeviaOutbound Sales Numbera call made by any user in the
Sales GroupviaOutbound Sales Number
My supervisor user will not be able to see:
a call made by
Jon Doevia another numbera call made by an agent in the
Sales Groupvia another numbera call made by another agent or group via another number
External Numbers (Access Setting 4)
The fourth access 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 access settings are left empty, this setting provides a separate access limitation specifically for external numbers. Otherwise, setting 4 will combine with the others following a OR logic. This means that either the supervisor/analyst can be granted access based on settings 1-3, or access can be granted based on the access to the external number(s) entered in setting 4.
Example
Example
My supervisor user has access to an agent Jon Doe, a group Sales Group, an internal phone number Outbound Sales Number , and an external number +555000555. My supervisor user will be able to see:
a call made by
Jon DoeviaOutbound Sales Numbera call made by any user in the
Sales GroupviaOutbound Sales Numbera call made by any user via
+555000555
My supervisor user will not be able to see:
a call made by
Jon Doevia a number not listeda call made by an agent in the
Sales Groupvia a number not listeda call made by another agent or group via a number not listed
If you need any further assistance please do not hesitate to reach out to our Support team, we are always happy to help!