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Roles allow you to assign privileges and profiles that specify what a user can see and do within a Freshcaller account. When you add new users to your account, you also assign a role to the user. Based on the role assigned to the user, they can see/access the features within their account.


User Requirements: Only an admin or account admin can add users and assign roles.


Freshcaller provides the following user roles:

  • Account admin
  • Admin
  • Supervisor
  • Agent

The following table provides details on the permissions and privileges available for each role:


RoleDescription
Account AdminIf you are the first person to sign up for an account, you will be an account admin by default.

The account admin has full control over the account and can perform the following functions:

  • Assign other users as account admins
    Only an account admin can assign another user as an account admin

  • Make and receive phone calls 

  • Access caller information

  • Access the live dashboard

  • View the call metrics 

  • Generate reports

  • 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 (add phone credits, change plans, or cancel the account)

Admin

An admin usually can perform all the functions of an account admin with the following exceptions:

  • No permission to assign another user as an account admin

  • No permission to access the billing section under the Admin tab

  • No permission to add phone credits, change plans, or cancel the account

SupervisorThe default access permissions given to a supervisor are:

  • Make and receive phone calls 

  • Access customer information

  • Access the live dashboard

  • View the call metrics 

  • Generate reports

However, if you are a Pro+ customer, you can configure data scoping for supervisors. 

Data scoping allows you to selectively control and restrict the scope of data a supervisor can access within their account.

Agent

 An agent can perform the following functions:

  • Make and receive phone calls 

  • Access caller information

  • Access call metrics

Also, as an account admin, you can send us a request to give live dashboard access to the agents.


Now that you know the different roles in Freshcaller, you can add users and assign roles to each user/agent. For details, see Adding new Agents.