⚠️ Supervisor Role Limitations are currently in beta and will be rolled out soon.
On the Professional Plan, you can control which teams or users Supervisors can see via Supervisor Role Limitations, keeping data secure and relevant. This article explains how permissions work in Live Monitoring.
Key Principles
Admins have full access to all data across teams, numbers, and users.
Supervisors can only see data for authorized teams and numbers, though this may vary across dashboards. Admins can set up these permissions in the user page:
📚 More details here
Filter restrictions
Filters within Live Monitoring are dynamically adjusted to reflect the 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”
- Teams: Supervisors can filter on their authorized teams or filter on “any value”
See below for the impacts of filters on each part of Live Monitoring.
Permissions on Top KPIs
The following KPIs exclude calls made on numbers that are not authorized:
- Unanswered calls, % of unanswered calls and SLA, Calls waiting, Longest waiting
The following KPIs exclude calls associated to numbers or teams that are not authorized:
- Total calls, Inbound calls, Answered calls, Outbound calls
The following KPIs exclude the users associated to numbers or teams that are not authorized:
- Available users, Users status
Permissions on the Calls tab
The list of calls excludes:
- Answered inbound calls tied to unauthorized teams or numbers
- Outbound calls made by unauthorized teams or through unauthorized numbers
Permissions on the Users tab
The user list and metrics are automatically “pre-filtered” based on authorized teams and numbers.
For example:
- A Supervisor is authorized to only see the Teams Support & Sales and Numbers Italy & Spain
- They do not select anything in the teams and numbers filter
- The list will act as if they had selected the Support & Sales teams and Italy & Spain numbers in the filters
📚 To learn more about the impact, see how team and number filters work in our filters and settings articles
Permissions on the Numbers tab
This list of numbers will exclude numbers that are not authorized.
The following KPIs exclude calls associated to teams that are not authorized:
- Answered calls, Outbound calls, Time to answer, Inbound
Specific cases
Change of permissions
If a supervisor's permissions are updated, their access to all the data will adjust accordingly, reflecting only their new authorized numbers and teams.
Change of teams
The calls of a user are attributed to the team to which the user belonged when the call happens.
See this example
Examples
Monitoring Calls in the Support Team
Maria, a support agent, answered a call on the support number and ended the call. Later, the Support Supervisor accessed Live Monitoring, applied the team filter, and selected the "Last 24 hours" time range.
The monitoring dashboard displayed the following data:
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The KPI panel showed 1 total call and 1 inbound call answered.
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The call list recorded 1 call associated with Maria.
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The users list displayed Maria and Daniel, with Maria having 1 answered call and 1 picked-up call.
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The numbers list showed only the Support Number, which had 1 answered inbound call.
Agent Transfer to the Sales Team
After this activity, Maria was transferred to the Sales Team. Despite the transfer, the Support Supervisor continued to access Live Monitoring using the support team filter and the "Last 24 hours" time range.
The data remained the same:
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The KPI panel still displayed 1 total call and 1 inbound call answered.
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The call list continued to show 1 call associated with Maria.
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In the users list, only Daniel was displayed, without any call metrics.
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The numbers list still showed only the Support Number, with 1 answered inbound call.
This happens because, at the time of the call, Maria was still part of the support team, and her activities remain in the original team's supervisor report.
New Activity After Transfer
Now part of the sales team, Maria answered a new call on the Sales Number. The Sales Supervisor accessed Live Monitoring, applied the sales team filter, and selected the "Last 24 hours" time range.
The monitoring dashboard displayed:
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The KPI panel showed 1 total call and 1 inbound call answered.
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The call list recorded 1 call associated with Maria.
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The users list displayed Maria and Leticia, with Maria having 1 answered call and 1 picked-up call.
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The numbers list showed only the Sales Number, which had 1 answered inbound call.