On the Professional plan, Admins can use Supervisor role limitations to control which teams and numbers each Supervisor can access. These permissions ensure that Live Monitoring data remains secure and relevant to each Supervisor's scope. This article explains how permissions affect what Supervisors can see in Live Monitoring.

Key principles

  • Admins have full access to all data across teams, numbers, and users. They configure Supervisor limitations directly from each user’s profile.

  • Supervisors can see only data related to the teams and numbers they are authorized to access.

Aircall Dashboard Supervisor role settings showing the selection of specific teams to assign under team management.

Filter restrictions

Live Monitoring filters automatically adapt to each Supervisor’s permissions.

Filter typeAvailable options
NumbersAuthorized numbers or Any value
UsersUsers currently belonging to authorized teams or Any value
TeamsAuthorized teams or Any value

These restrictions apply across all sections of Live Monitoring.

Permissions on Top KPIs

KPI visibility adjusts based on the Supervisor's authorized scope.

KPI groupExcludes data from
Unanswered calls, % unanswered, SLA, Calls waiting, Longest waitingUnauthorized numbers
Total calls, Inbound calls, Answered calls, Outbound callsUnauthorized numbers or teams
Available users, Users statusUsers linked to unauthorized numbers or teams

Permissions on the Calls tab

The Calls list automatically excludes:

  • Answered inbound calls associated with unauthorized teams or numbers

  • Outbound calls made by unauthorized teams or using unauthorized numbers

Aircall Live Monitoring+ dashboard showing call activity KPIs and list of recent inbound and outbound calls with status and timestamps..png

Permissions on the Users tab

The Users tab only displays users and metrics associated with authorized teams and numbers. If no filters are applied, the list behaves as if the Supervisor had selected all teams and numbers they are authorized to view.

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For example:

  • A Supervisor has access to the Support and Sales teams and the Italy and Spain numbers.
    Without applying filters, Live Monitoring automatically shows only those teams, numbers, and related user activity.

Permissions on the Numbers tab

The Numbers list excludes any number not authorized for the Supervisor.

The following KPIs exclude calls related to unauthorized teams:

  • Answered calls
  • Outbound calls
  • Time to answer
  • Inbound calls
Aircall Live Monitoring+ Numbers tab summarizing call metrics by phone number including outbound, inbound, SLA, and time to answer..png

Specific cases

Change of permissions

When a Supervisor’s permissions are updated, their data access immediately adjusts to reflect only their newly authorized teams and numbers.

Change of teams

Calls are always attributed to the team a user belonged to at the time of the call.

Tip: Historical data stays with the team the user was part of when the call occurred.

Examples

Monitoring calls in the Support team

Maria, a Support Agent, answered a call on the Support Number. Later, the Support Supervisor viewed Live Monitoring for the Support team and the Last 24 hours range.

Displayed data:

  • KPI panel: 1 total call and 1 inbound call answered
  • Call list: 1 call associated with Maria
  • Users list: Maria and Daniel, with Maria having 1 answered call and 1 picked-up call
  • Numbers list: Support Number with 1 answered inbound call

Agent transfer to the Sales team

Afterward, Maria was moved to the Sales team. The Support Supervisor still viewed Live Monitoring for the Support team and the Last 24 hours range.

Displayed data remained unchanged:

  • KPI panel: 1 total call and 1 inbound call answered
  • Call list: 1 call associated with Maria
  • Users list: only Daniel, with no call metrics
  • Numbers list: Support Number with 1 answered inbound call

Since Maria was part of the Support team when the call occurred, her activity remains in that team’s report.

New activity after transfer

Now in the Sales team, Maria answered a call on the Sales Number. The Sales Supervisor viewed Live Monitoring for the Sales team and the Last 24 hours range.

Displayed data:

  • KPI panel: 1 total call and 1 inbound call answered
  • Call list: 1 call associated with Maria
  • Users list: Maria and Leticia, with Maria having 1 answered and 1 picked-up call
  • Numbers list: Sales Number with 1 answered inbound call