On the Professional Plan, you can control which teams or users with supervisor role can see using Supervisor role limitations, keeping data secure and relevant. This article explains how permissions work in Conversation Center, including how filters and specific views behave for supervisors with restricted access.

Key principles

  • Admins have full access to all data across teams, numbers, and users.

  • Supervisors with role limitations can only see data for authorized teams and numbers, though visibility may vary slightly across different dashboards. For more information about supervisor role limitations, please see Supervisor role limitations.

  • Admins can set up supervisor permissions in the user page.

Filter restrictions

Filters in Conversation Center, Trackers, and Call Scoring are dynamically adjusted based on each user's authorized scope.

  • Numbers: Supervisors can filter on their authorized numbers, or filter on any value.

  • Users: Supervisors can filter on users that currently belong to authorized teams, or filter on any value.

These restrictions ensure that supervisors only explore data they are allowed to access while still supporting flexible filtering where possible.

Specific cases

Conversation Center

  • Voicemails: To view voicemails explicitly, the supervisor must apply the voicemail filter.

Important: The "voicemail" filter cannot be applied if a user is preselected.
image showing the voicemail filter

Trackers

If a tracker includes calls from users and numbers that are outside a supervisor's authorized scope:

  • Those calls will still be counted in the global aggregations.

  • Supervisors with role limitations will not be able to see the specific conversations from users or numbers that are not part of their scope.

In addition:

  • For filters on the Trackers page and in tracker creation, the names of users and numbers that are not within the authorized scope are removed to ensure privacy.