Users and roles
Who has access, what each role can do, and which permissions separate an agent from a supervisor.
Agent
9
Handles conversations and calls on assigned queues.
Supervisor
2
Monitors the floor, coaches agents and reassigns work.
Administrator
1
Owns telephony configuration, channels, users and settings.
People
| Name | Role | Team | Extension | Channels | Presence | Last active | |
|---|---|---|---|---|---|---|---|
| Salman Khan | admin@gmail.com | agent | Sales | 1001 | VoiceWhatsAppEmail | On call | 1m ago |
| Bilal Ahmed | bilal.ahmed@gmail.com | agent | Sales | 1002 | VoiceWhatsAppSMS | Available | 2m ago |
| Hina Farooq | hina.farooq@gmail.com | agent | Support | 1003 | VoiceEmailWeb chat | On call | just now |
| Waleed Tariq | waleed.tariq@gmail.com | agent | Support | 1004 | Web chatEmailMessenger | Available | 5m ago |
| Sana Malik | sana.malik@gmail.com | agent | Support | 1005 | VoiceWhatsAppInstagram | On break | 23m ago |
| Zain Abbas | zain.abbas@gmail.com | agent | Collections | 1006 | VoiceSMS | On call | just now |
| Fatima Noor | fatima.noor@gmail.com | agent | Sales | 1007 | VoiceWhatsAppEmailTelegram | Available | 1m ago |
| Hamza Sheikh | hamza.sheikh@gmail.com | agent | Support | 1008 | EmailWeb chat | Busy | 6m ago |
| Maryam Javed | maryam.javed@gmail.com | agent | Collections | 1009 | VoiceSMS | Offline | 2h ago |
| Ali Raza | ali.raza@gmail.com | supervisor | Sales | 1010 | VoiceWhatsAppEmail | Available | just now |
| Nida Iqbal | nida.iqbal@gmail.com | supervisor | Support | 1011 | VoiceEmailWeb chat | Available | 3m ago |
| Tahir Siddiqui | tahir.siddiqui@gmail.com | admin | Telephony Ops | 1012 | VoiceEmail | Available | just now |
Permissions by role
| Permission | Agent | Supervisor | Administrator |
|---|---|---|---|
| Conversations | |||
| View assigned conversations | Allowed | Allowed | Allowed |
| View all conversations | Not allowed | Allowed | Allowed |
| Reassign conversations | Not allowed | Allowed | Allowed |
| Telephony | |||
| Place and receive calls | Allowed | Allowed | Allowed |
| Listen, whisper and barge | Not allowed | Allowed | Allowed |
| Download call recordings | Not allowed | Allowed | Allowed |
| Configure SIP trunks | Not allowed | Not allowed | Allowed |
| Buy and assign numbers | Not allowed | Not allowed | Allowed |
| Edit IVR flows | Not allowed | Not allowed | Allowed |
| Campaigns | |||
| Run a dialer campaign | Allowed | Allowed | Allowed |
| Create and edit campaigns | Not allowed | Allowed | Allowed |
| CRM | |||
| View and edit own leads | Allowed | Allowed | Allowed |
| View all leads and pipeline | Not allowed | Allowed | Allowed |
| Reporting | |||
| View personal performance | Allowed | Allowed | Allowed |
| View team and company reports | Not allowed | Allowed | Allowed |
| Administration | |||
| Manage users and roles | Not allowed | Not allowed | Allowed |
| Connect and disconnect channels | Not allowed | Not allowed | Allowed |
| Edit global settings | Not allowed | Not allowed | Allowed |