Agents & Roles

The Call Center has two user roles, each with different levels of access:

Admin Agents — can manage teams, call lists, and configurations, as well as make and receive calls.
Agents — can make and receive calls and view their own performance data, but cannot manage teams or configurations.

The table below shows the full breakdown of permissions:

Permission	Admin Agent	Agent
Manage teams and call lists	✅ Yes	❌ No
Configure inbound calls	✅ Yes	❌ No
Create teams	✅ Yes	❌ No
View and edit team-wide performance data	✅ Yes	❌ No
View, create and edit call lists	✅ Yes	❌ No
Make outbound calls	✅ Yes	✅ Yes
Receive inbound calls	✅ Yes	✅ Yes
Access assigned call lists	✅ Yes (with editing)	✅ Yes (view-only)
View personal call performance metrics	✅ Yes	✅ Yes
Listen to live calls and recordings	✅ Yes	❌ No

View and Add Agents¶

Viewing, adding, and editing agents happens at Call Center > Agents.

Agents must be assigned to a Call Center Team before they can begin making or receiving calls.

Admin Agents have a badge in the Admin column of the Agent Overview page:

The Admin badge distinguishes Admin Agents from standard Agents in the list view.

Standard Agents see a simplified interface with fewer options:

The standard Agent interface, showing only the controls available to that role.

Admin Agents see the full interface, including team management and configuration options:

The Admin Agent interface, showing the additional management options available to this role.