Supervisor role limitations

The Supervisor role in Aircall is designed for users who need to oversee and report on team performance. With Supervisor limitations enabled and an Aircall Professional plan, you can restrict Supervisors to view data only for specific teams and numbers relevant to them.

Assigning Supervisor permissions during user creation

When creating a new user in Aircall Dashboard, the Supervisor role includes an area to assign specific teams and numbers.

Steps:

1. Go to Users and Teams in and click Create one or multiple users.
2. Choose Supervisor as the role.

3. In the Teams and numbers section, select one of the following options:
   • All teams
   • Specific teams
   • All numbers
   • Specific numbers

After you make your selection, the Supervisor will only see data for a team if they are assigned to that team in the team settings, even if they have been given access to the team in the access settings.

Note: If a Supervisor is assigned to a team but not to all numbers, they will only see data from the numbers that overlap with their assigned teams.

Examples

• If a Supervisor is assigned only to the Sales Team Global team and all numbers, they can view data for all calls or conversations involving that team.
• If a Supervisor is assigned to the Sales Team Global team and only the AR Sales Global number, they can view data from that team only when calls involve the AR Sales Global number. They will not see data from other teams or numbers.

Managing existing Supervisor assignments

You can update a Supervisor’s assigned teams and numbers at any time.

Steps:

1. Open the User's page.
2. Select the Supervisor whose permissions you want to update.
3. Go to the General tab and open the Roles & Permissions section.
4. Edit the Assigned teams and Assigned numbers as needed.

Supervisor access to data

Supervisors will only have access to data for the teams and numbers they are assigned to. This applies to the following features:

• Analytics
• Live Monitoring
• Conversation Center

Important: Supervisors with restricted access to specific teams or numbers cannot use Live Monitoring.

Supervisors with restricted access cannot see abandoned calls in Analytics or Call History because these calls never reach a team (meaning that in the in the call flow, the 'Ring to' widget was never reached) and therefore are not associated with one. As a result, when applying the same filters, an Admin will see more results than a Supervisor.

For more details on permissions across Aircall’s reporting and monitoring tools, see:

• Understanding permissions in Analytics
• Understanding permissions in Live Monitoring
• Understanding permissions in Conversation Center