Freshdesk Contact Center is built for the following roles — call center agents (day-to-day users), call center supervisors (managers or team leads), admins, business owners, or COOs (decision-makers).
Each role has access to a different set of features as follows:
Agent: Can make calls, access the agent dashboard and call logs, can also access customer information.
Supervisor: Can perform all agent-related activities and access reports but cannot access or change configurations in the Admin tab.
Admin: Can configure all features through the Admin tab but is restricted from viewing Account or Billing-related information.
Account Admin: Has complete control over the call center including access to account or billing-related information and receives invoices.