Supervisors
Updated at May 30th, 2025
Table of Contents
To access the supervisor portal, a user must be assigned supervisor permissions.
Create a new supervisor
- Navigate to Resources > Supervisors.
- Click ‘Add’
- From the side panel, select one or multiple users and click ‘Add’.
- Once added, click on the user again to display the supervisor permissions configuration window as shown below.
Supervisors Permissions
| Permission Name | Description | |
| System Access |
Defines if the Supervisor has full access to all system resources (also outside own Routers), Unrestricted User call tracking, Emergency switching, System Reports. N.B. This does not apply to Access to Recordings |
|
| Monitoring Allowed | Defines if the Supervisor has access to the monitor of his own Agents, Queues and Routers | |
| Resource Management | Defines if the Resources tab will be visible. Following items define which Resources are accessible | |
| User Management | Defines if User administration is visible | |
| Agent Management | Defines if Agent administration is visible | |
| Skill Management | Defines if Skill administration is visible | |
| Group Management | Defines if Group administration is visible | |
| Router Management | Defines if Router administration is visible | |
| AdHoc Management | Defines if AdHoc Management administration is visible. If no SystemAccess then only AdHoc messages are shown that are defined in a Next Module link to an assigned router. | |
| Email Management | Defines if Email administration is visible | |
| External contact Management | Defines if External contact administration is visible | |
| Content Editor | Defines if FAQ administration is visible | |
| Text block Management | Defines if Textblocks administration is visible | |
| Call Tracking | Defines if the Supervisor has access to Call Tracking (Routed inbound/outbound, Email, Agents, Chats) | |
| User Call Tracking | Defines if the Supervisor is allowed to see the Direct User tab in Call tracking |
|
| Access to Recordings | Defines if the Supervisor can see/playback/download/delete recordings | |
| Dashboard | Defines if the Supervisor has access to the dashboard | |
| Outbound | Defines if the Supervisor has access to the outbound tab | |
| Planning | Defines if the Supervisor has access to the planning tab | |
| Reporting |
Defines if the Supervisor has access to reports. Note that for some reports you need to have System access |
|
| Calculator | Defines if the Supervisor has access to the calculator | |
| Chat | Defines if the Supervisor has rights to start a chat |
Supervisors routers
A Supervisor can monitor/report on assigned Routers only. Click Add to assign the Routers from the drop-down
down or check box Select All Routers to assign all Routers.
