⚠️ 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 Analytics.
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 Analytics 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 belonging to authorized teams or filter on “any value”
- Users belonging to Teams: Supervisors can filter on their authorized teams or filter on “any value”
- Call routed to Teams: Supervisors can filter on their authorized teams or filter on “any value”
See below for the impacts of filters on each dashboard.
Permissions Across Dashboards
Forbidden features
Analytics (Pro): Supervisors with restricted access to only some teams or some numbers cannot view this dashboard.
Restricted features
| Dashboard | Restrictions |
|---|---|
| Overview |
Calls by main participant are filtered on authorized teams & numbers The other parts of the dashboards are filtered on authorized numbers only |
| Call history |
The list of calls shows only authorized numbers It also hides calls from unauthorized users |
|
User activity User activity + |
All the metrics that are filterable by number and user are filtered on authorized numbers and team Example: number of answered inbound calls, number of calls not picked up The other metrics are filtered on authorized teams only Example: time spent available |
|
Outbound activity Outbound activity + |
Everything is filtered on authorized teams & numbers |
|
Inbound activity Inbound activity + Unanswered calls Unanswered calls + |
Everything is filtered on authorized numbers only |
|
Network Diagnostics Network Diagnostics+ |
Everything is filtered on authorized teams only |
| Analytics+ |
Everything is filtered on authorized numbers only except: Users with the most calls picked up, not picked up. They are filtered on authorized numbers and teams Users with the most connected outbound calls. They are filtered on authorized teams only |
| Monitoring+ |
Everything is filtered on authorized numbers only except: Users KPI, last week. They are filtered on authorized teams |
| User status history+ | Everything is filtered on authorized teams only |
Special Considerations
Supervisors with access to “all teams” and/or “all numbers”
If a Supervisor has access to "All Teams” and they choose "Any Value" in the teams or users filters, no filtering will be applied:
- Users Belonging to Team: The dashboard will include all users from all teams
- Calls Routed to Team: The dashboard will include calls routed to any team
- Users: The dashboard will include all users
If a Supervisor has access to "All numbers” and they choose "Any Value" in the numbers filter:
- No filtering will be applied, and the dashboard will include all numbers
Historical Data Limitations
Data filtering by teams starts in July 2024:
On dashboards or charts filtered by authorized teams, supervisors with restricted permissions won’t see any data from before this date.
Drill-Down Visibility
With the Analytics+ add-on, you can drill down on most metrics to view the individual calls or events behind them.
However, if you are a Supervisor and you only have access to specific teams and/or specific numbers, data will be restricted:
- User details, team names, and recording links will be hidden in the drill down on the metrics that are filtered only on numbers
This ensures sensitive data stays protected.