> ## Documentation Index
> Fetch the complete documentation index at: https://help.cloudtalk.io/llms.txt
> Use this file to discover all available pages before exploring further.

# Access Settings for Call Data

> Set company or user level access limits to manage access to call recordings and statistics.

> [!NOTE]
>
> This article covers access controls for call logs, recordings, SMS messages, statistical data, and contact visibility for agents, supervisors, and analysts.

**User Level**: Admin

***

## How CloudTalk handles data visibility across your team

CloudTalk is a **shared-team platform**. By default, all agents on an account can see the same contacts, call history, and recordings. This is intentional: it lets teams collaborate, supervisors monitor performance, and admins manage the account from one place.

**What this means in practice:**

* Contacts are shared across the account. Any agent can see and call any contact.

* Call history is visible to all agents by default (subject to the access settings below).

* Call recordings are accessible to all agents by default (subject to the access settings below).

### Can agents be fully isolated from each other's data?

Full per-agent data siloing, where one agent cannot see any calls, contacts, or recordings belonging to another, is not available within a single CloudTalk account. The settings in this article let you *restrict* what agents can see, but they do not create a completely separate data environment for each agent.

If your team operates on an agency or franchise model where agents work on entirely independent books of business and must not see each other's data, please contact your account manager to discuss whether CloudTalk's current feature set meets your requirements.

> [!TIP]
>
> **Tip:** You can use Groups and number assignments to control *call routing* (which calls ring to which agents), but these do not affect data visibility in call history, contacts, or recordings.

## Call Data Access Settings

Call data access can be managed at two levels: company-wide and per individual user. Each user role has a default level of access that can be adjusted using the settings below.

| **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.

![](https://mintcdn.com/cloudtalk/xe2f6HmqhdjOgyCe/images/help-center/articles/9319155/7af6e22bd2de-screenshot-2024-08-06-at-11-13-50.png?fit=max\&auto=format\&n=xe2f6HmqhdjOgyCe\&q=85\&s=32b3fc3dff0636e07207e28c18ce929d)

#### Change Default Agent Access

1. From the dashboard, navigate to **Settings > General.**

2. On the General page, scroll to *Visibility of calls and recordings*\*\*.\*\* Select the desired levels of default access.

3. Select an option for **Message visibility by Agent**.

4. **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](https://help.cloudtalk.io/en/articles/9324083-real-time-report.md)** in Analytics, which allows them to check current calling queues and their group members' availability before changing their status or going on break.

> [!WARNING]
>
> ⚠️ **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.

![](https://mintcdn.com/cloudtalk/xe2f6HmqhdjOgyCe/images/help-center/articles/9319155/a2c6e0b6981c-agent-per-user-settings.png?fit=max\&auto=format\&n=xe2f6HmqhdjOgyCe\&q=85\&s=e47d884fa468322b2a18418689d14897)

#### Edit Agent Access to Call or Real Time Data

1. From the dashboard, navigate to the **Users** tab and find the desired agent. **Edit user**.

2. 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.

3. For **Message visibility by Agent**, select the levels of access as desired.

4. To allow the agent to access Analytics **Real Time report**, switch on **Access to Analytics Real Time tab.**

5. **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 which can affect the data an analyst or supervisor will see in Analytics. You can read more about how these settings work under **Access Logic**.

#### Edit User Access to Call Statistics

1. From the dashboard, 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.**

   ![Access settings for an analyst or supervisor in Advanced settings](https://mintcdn.com/cloudtalk/60GToHGL127SHeYH/images/Screenshot-2026-10-16-at-14.45.33.png?fit=max\&auto=format\&n=60GToHGL127SHeYH\&q=85\&s=9e9489cca6154055f1b449e82ae8d83c)

***

## Visibility of Contacts

The **Visibility of Contacts** setting controls whether users can see contact names and details in CloudTalk Phone and the Dashboard. This setting is typically used to meet GDPR or other privacy requirements.

**Location:** *Settings* > *General* > *Visibility of Contacts*

![](https://mintcdn.com/cloudtalk/xe2f6HmqhdjOgyCe/images/help-center/articles/9319155/694dc5f71052-screenshot-2026-05-22-at-14-56-43.png?fit=max\&auto=format\&n=xe2f6HmqhdjOgyCe\&q=85\&s=68558c4ac2d6d70671d7bf3106135dc0)

> [!NOTE]
>
> The default setting is **enabled**. When the company-level setting is **disabled**, all users except Admin lose access to contact names and the Contacts section, regardless of any individual user settings.

| **Admin** | Admin users can always see all contacts. This setting does **not** apply to admin users. |
| - | - |
| **Agents** | Contact visibility follows the company-level setting by default. When the company-level setting is enabled, an admin can also enable or disable contact visibility per individual agent. |
| **Supervisors + Analysts** | Contact visibility follows the company-level setting by default. When the company-level setting is enabled, an admin can also enable or disable contact visibility per individual user. |

### Effect on CloudTalk Phone (Standard Calling)

When the setting is **enabled**, users can see:

* The **Contacts section** in CloudTalk Phone: the full contact list is accessible.

* **Contact names in Call History**: calls are displayed with the contact's name rather than a phone number only.

When the setting is **disabled**, users see phone numbers only in Call History and cannot access the Contacts section.

### Effect on Dialer Calling (Power Dialer / Smart Dialer)

When using Power Dialer or Smart Dialer, the setting behaves differently from standard calling:

* During an **active dialer call**, agents can see the contact name and details for the contact they are currently calling, even if the company-level **Visibility of Contacts** setting is disabled. The dialer requires this context to function.

* **Outside the active dialer call**: in **Call History**, the **Contacts** section, or between calls the standard visibility rules apply. If the setting is disabled, contact names and the Contacts section are not accessible.

> [!WARNING]
>
> The dialer exposes contact details during the active call session only. It does not grant broader access to the contacts database.

### Effect on Dashboard

When the setting is **enabled**, users can see:

* The **Contacts section** in the Dashboard.

* **Contact names in Dashboard call history** and contact detail logs.

When the setting is **disabled**, the Contacts section is hidden and call history displays phone numbers only, with no contact name resolution.

### Effect on Analytics

When **enabled**, contact names appear in Analytics reports. When **disabled**, only phone numbers are shown and no contact names are resolved.

> [!NOTE]
>
> Unlike call visibility settings (which apply to *Agent* role users only at the company level), Analytics applies the Visibility of Contacts setting to **all user roles**.

#### Enable or Disable Contact Visibility

**Company level:**

1. From the dashboard, navigate to **Settings > General.**

2. On the General page, find **Visibility of Contacts** and toggle it on or off.

3. **Save changes.**

**User level** (only possible when the company-level setting is enabled):

1. Navigate to the **Users** tab and find the desired user. **Edit user.**

2. In the *Advanced Settings* tab, adjust the contact visibility setting for that user.

3. **Save user.**

***

## Access Logic (Analysts, Supervisors)

For analysts and supervisors, 4 settings in each user's *Advanced settings* control which statistical call data they can access:

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 **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

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 Doe` via **any number**

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

My analyst user will NOT be able to see:

* any call which did NOT route through `Jon Doe` , the `Sales Group` , or an agent within `Sales 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

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 Doe` via `Outbound Sales Number`

* a call made by **any user** in the `Sales Group` via `Outbound Sales Number`

My supervisor user will not be able to see:

* a call made by `Jon Doe` via **another number**

* a call made by an agent in the `Sales Group` via **another number**

* a 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

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 Doe` via `Outbound Sales Number`

* a call made by **any user** in the `Sales Group` via `Outbound Sales Number`

* a call made by **any user** via `+555000555`

My supervisor user will not be able to see:

* a call made by `Jon Doe` via **a number not listed**

* a call made by an agent in the `Sales Group` via **a number not listed**

* a call made by **another agent** or **group** via **a number not listed**

***

*Need help or have a question?* Just reach out through our [Support portal](https://support.cloudtalk.io/hc/en-us/requests/new?ticket_form_id=26305535257884) — we’re here for you.


## Related topics

- [Account Settings Guide](https://help.cloudtalk.io/en/articles/10550593-account-settings-guide.md)
- [Call Monitor](https://help.cloudtalk.io/en/articles/5440621-call-monitor.md)
- [Setting up Campaigns (Legacy Dialer)](https://help.cloudtalk.io/en/articles/8428838-setting-up-campaigns-legacy-dialer.md)


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