Roles
Administrators are users that have been granted an Administrator license and has the broadest level of access and visibility for managing account-wide and user-level settings.
Supervisors are users that have the "Supervisor" role within a Team. Access to account-wide settings is typically limited in scope. Visibility and access to user settings is always limited to members within Teams they are a supervisor within.
Agents are users with no administration access. They are able to manage their user settings and access the platform normally and may be able to run reports limited in scope to just their user.
For further reading, see:
Account Overview
| Role | Administrator | Supervisor | Agent |
| Account Details: Overview | |||
| Account Details: Salesforce | |||
| Account Details: Licensing | |||
| Account Details: Logs | |||
| Account Users: Add New | |||
| Account Users: Modify User Settings | |||
| Account Users: Add Phone Number | |||
| Account Teams: Create/Clone | |||
| Account Teams: Add Supervisor | |||
| Account Profiles | |||
| Reports: QBR & Emails |
Integrations
| Role | Administrator | Supervisor | Agent |
| Email & Calendars | |||
| Microsoft Teams | |||
| Salesforce |
RingDNA Settings
| Role | Administrator | Supervisor | Agent |
| Overview | |||
| Call Queues | |||
| Call Flows | |||
| Call Recordings | |||
| Smart Numbers | |||
| Skills | |||
| Blocked Numbers | |||
| Reports: Average Call Duration by Day, Call Distribution, Call Durations, Call Duration by Day, Caller Types by Day, Conference Calls, Call Transfer, Queue Metrics, Call Reports | |||
| RingDNA Reports: Call Efficiency, Call Events, Call Log,Call Volume Dashboard, Missed Ring Rates, Supervisor Dashboard, User Busy Presence Summary, User Busy Presence Summary By Day, Call Quality Dashboard, Message Volume | |||
| RingDNA Reports: Call Recordings |
Conversation AI
| Role | Administrator | Supervisor | Agent |
| Inbox | |||
| View Conversations | Visibility controlled by user permission setting | Visibility controlled by user permission setting | |
| Libraries |
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Can only view Public Libraries |
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| Saved Search | |||
| Revenue Intelligence: Opportunities |
Visibility controlled by user permission setting |
Visibility controlled by user permission setting |
Visibility controlled by user permission setting |
| Revenue Intelligence: X-Ray |
Visibility controlled by user permission setting |
Visibility controlled by user permission setting |
Visibility controlled by user permission setting |
| Insights Reports |
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Visibility controlled by user permission setting |
Visibility controlled by user permission setting |
| User Settings: Inbox Settings, Recordings, Zoom |
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| Account Settings:Custom Vocabulary, Keyword Groups, User Management |
Moments
| Role | Administrator | Supervisor | Agent |
| Prerequisites | |||
| Requires Admin License |
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| Requires Moments License |
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| Requires Supervisor role in Team |
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| Functionality | |||
| Manage Moments Settings |
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Limited to user settings |
Limited to user settings |
| View Moments Notification |
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Only targeted to teams/individuals supervised |
Only targeted to that specific individual |
| Create Moments Notification |
Only targeted to teams/individuals supervised |
Only targeted to that specific individual |
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| Edit/Delete Moments Notification |
Only targeted to teams/individuals supervised |
Only targeted to that specific individual |
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| Enable/Disable Moments Notification |
Only targeted to teams/individuals supervised |
Only targeted to that specific individual |
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| Create Moments Content |
Only for self-created Notifications |
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| Manage Moments Content (View/Edit/Delete/Link/Unlink/Clone) |
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Only Content created by the Supervisor |
only view/edit Content for self-created Notifications |
| View Moments Reports |
Only data associated with the Supervisor’s Team |
Only their own performance data |
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| Target Moments Notifications |
Only can target Notifications to Teams/Individuals supervised by Supervisor |
Only can target Notifications to self |
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| Receive Moments Notifications Targeted as an Agent | |||
| Receive Moments Notifications Targeted as a Supervisor | |||
| Configure Phrase Match Triggering Criteria | |||
| Configure Other Triggering Criteria (Conversation Etiquette or Time Based) |
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| Target Moments Notifications using Salesforce Scenarios | |||
| Target Moments Notifications using Advanced Settings (exclude Users, Call Direction, Notify supervisor/both) |
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| Create Moments Templates | |||
RingDNA Live
| Role | Administrator | Supervisor | Agent |
| Prerequisites | |||
| Requires Admin License |
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| Requires Supervisor role in Team |
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| Functionality | |||
| View RingDNA Live Dashboard |
Must be a Team Supervisor, or have Open Barge enabled |
Must be a Team Supervisor, or have Open Barge enabled |
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Salesforce Managed Packages
RingDNA for Salesforce
Read our article Installing the Revenue Intelligence Package & Installing the Revenue.io Advanced Solutions Package to understand the fields, permissions and data structure.
Guided Selling
Read our article Guided Selling Permission Sets for details on the Managed Package permission sets.