On the Professional plan, Admins can use Supervisor role limitations to control which teams and numbers a Supervisor can access. These permissions directly impact what Analytics data a Supervisor can view. This article explains how Analytics permissions work and how they affect visibility across dashboards.
Note: Access to call recordings and coaching insights is not controlled by the Supervisor role. These features depend on the user's access to each specific conversation.
Key principles
Admins have full access to all data across teams, numbers, and users.
Supervisors can see data only for the teams and numbers they are authorized to access.
Admins configure these restrictions from each user’s profile page.
How filters adjust for restricted Supervisors
Analytics filters automatically adapt to a Supervisor’s authorized scope.
| Filter type | Supervisors can filter on |
|---|---|
| Numbers | Authorized numbers, or Any value |
| Users | Users belonging to authorized teams, or Any value |
| Users belonging to teams | Authorized teams, or Any value |
| Calls routed to teams | Authorized teams, or Any value |
Permissions across dashboards
Forbidden features
Supervisors with restricted access to only some teams or numbers cannot view the Analytics (Pro) dashboard.
Restricted features
| Dashboard | Restriction |
|---|---|
| Overview | Call metrics are filtered on authorized teams and numbers; messaging metrics are filtered on authorized numbers only. |
| User activity / User activity+ | Metrics filterable by number or user are restricted to authorized numbers and teams (for example: number of answered inbound calls, or calls not picked up). Other metrics, such as time spent available, are filtered on authorized teams only. |
| Outbound / Outbound + | All data is filtered on authorized teams and numbers. |
| Inbound / Inbound + Unanswered calls / Unanswered calls+ | All data is filtered on authorized teams and numbers. |
| Network Diagnostics / Network Diagnostics+ | All data is filtered on authorized teams only. |
| Analytics+ | All data is filtered on authorized teams and numbers. |
| Monitoring+ | All data is filtered on authorized teams and numbers, except Users KPI (last week) which are filtered on authorized teams only. |
Special considerations
Supervisors with access to “All Teams” or “All Numbers”
If a Supervisor has access to All Teams and selects Any Value in team or user filters:
- Users belonging to team: Includes all users from all teams.
- Calls routed to team: Includes calls routed to any team.
- Users: Includes all users.
If a Supervisor has access to All Numbers and selects Any Value in the numbers filter:
- No filtering is applied, and the dashboard includes all numbers.
Historical data limitations
Filtering by team permissions started in July 2024.
Important: On dashboards or charts filtered by authorized teams, Supervisors with restricted permissions will not see any data from before July 2024.
Drill-down visibility
With the Analytics+ add-on, you can drill down on most metrics to view the underlying calls or events.
For Supervisors with restricted access:
- Data related to user details, team names, and recording links will be hidden in drill-down views for metrics filtered only by numbers.
This ensures sensitive information remains protected and only visible to authorized users.
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