The various roles within Freshcaller and the various functions that they can perform are as follows: 

  1. Account Admin: The account admin has full control over the account. An account admin can perform the following functions:

    1. Assign other account admins: Only an account admin can assign another user as an account admin 

    2. Make and receive phone calls 

    3. Access caller information

    4. Access the live dashboard

    5. View the call metrics 

    6. Generate reports

    7. Complete access to the Admin tab —

      1. Purchase Numbers 

      2. Setup call rules 

      3. Configure call flows and business hours 

      4. Setup Messages

      5. Configure SIP phones

      6. Add agents and Teams

      7. Access billing section — Only an account admin can add phone credits, switch plans and cancel the account. 

  2. Admin: An admin can perform all the functions of an account admin with exceptions such as:

    1. An admin cannot assign another user as an account admin.

    2. An admin cannot access the billing section under the Admin tab.

    3. Cannot add phone credits, change plans or cancel the account. 

  3. Supervisor: A supervisor can perform the following in Freshcaller:

    1. Make and receive phone calls 

    2. Access customer information

    3. Access the live dashboard

    4. View the call metrics 

    5. Generate reports

The Admin tab remains hidden to a supervisor and they cannot access it. 

  1. Agent: An agent can perform the following functions in Freshcaller:

    1. Make and receive phone calls 

    2. Access callerr information

    3. Access call metrics


To modify roles:

  1. Go to Admin> Agents

  2. Hover over the agent who’s role you wish to change and click on the edit button

  3. Choose the role you wish to assign from the drop down that appears