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 Conversation Center.
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 this may vary across dashboards. Admins can set up these permissions in the user page:
📚 More details here
Filter restrictions
Filters within Conversation Center, Trackers and Call Scoring 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”
- Supervisors with role limitations can only access conversations within their authorized scope.
Specific cases
Conversation Center
-
Voicemails: To view voicemails explicitly, the supervisor needs to apply the "voicemail" filter.
⚠️ This filter cannot be applied if a user is preselected.
Trackers
- If the tracker contains calls from users and/or numbers not part of an authorized scope, this will still be reflected in the global aggregations. However, supervisors with role limitations will not be able to see the specific conversations from users and/or numbers that are not part of their scope.
- In addition, for the filters on this page and in tracker creation, we have removed the names of users and/or numbers not within authorized scope to ensure privacy.