User Roles and Permissions by Product

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  check_mark_32.png cross_mark_32.png cross_mark_32.png
Account Details: Salesforce check_mark_32.png cross_mark_32.png cross_mark_32.png
Account Details: Licensing check_mark_32.png cross_mark_32.png cross_mark_32.png
Account Details: Logs check_mark_32.png cross_mark_32.png cross_mark_32.png
Account Users: Add New check_mark_32.png cross_mark_32.png cross_mark_32.png
Account Users: Modify User Settings check_mark_32.png cross_mark_32.png cross_mark_32.png
Account Users: Add Phone Number check_mark_32.png cross_mark_32.png cross_mark_32.png
Account Teams: Create/Clone check_mark_32.png cross_mark_32.png cross_mark_32.png
Account Teams: Add Supervisor check_mark_32.png cross_mark_32.png cross_mark_32.png
Account Profiles check_mark_32.png cross_mark_32.png cross_mark_32.png
Reports: QBR & Emails check_mark_32.png cross_mark_32.png cross_mark_32.png

 

Integrations

Role Administrator Supervisor Agent
Email & Calendars  check_mark_32.png cross_mark_32.png cross_mark_32.png
Microsoft Teams check_mark_32.png cross_mark_32.png cross_mark_32.png
Salesforce check_mark_32.png cross_mark_32.png cross_mark_32.png

 

RingDNA Settings

Role Administrator Supervisor Agent
Overview check_mark_32.png cross_mark_32.png cross_mark_32.png
Call Queues check_mark_32.png cross_mark_32.png cross_mark_32.png
Call Flows check_mark_32.png cross_mark_32.png cross_mark_32.png
Call Recordings check_mark_32.png cross_mark_32.png cross_mark_32.png
Smart Numbers check_mark_32.png cross_mark_32.png cross_mark_32.png
Skills check_mark_32.png cross_mark_32.png cross_mark_32.png
Blocked Numbers check_mark_32.png cross_mark_32.png cross_mark_32.png
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 check_mark_32.png cross_mark_32.png cross_mark_32.png
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 check_mark_32.png check_mark_32.png cross_mark_32.png
RingDNA Reports: Call Recordings check_mark_32.png check_mark_32.png check_mark_32.png

 

Conversation AI

Role Administrator Supervisor Agent
Inbox check_mark_32.png check_mark_32.png check_mark_32.png
View Conversations check_mark_32.png Visibility controlled by user permission setting Visibility controlled by user permission setting
Libraries

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Can only view Public Libraries

Saved Search check_mark_32.png check_mark_32.png check_mark_32.png
Revenue Intelligence: Forecasts check_mark_32.png check_mark_32.png cross_mark_32.png
Revenue Intelligence: Opportunities check_mark_32.png check_mark_32.png cross_mark_32.png
Revenue Intelligence: Dynamic Leaderboard check_mark_32.png cross_mark_32.png cross_mark_32.png
Insights Reports

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Visibility controlled by user permission setting

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Visibility controlled by user permission setting

User Settings: Inbox Settings, Recordings, Zoom check_mark_32.png

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Account Settings:Custom Vocabulary, Keyword Groups, User Management check_mark_32.png cross_mark_32.png cross_mark_32.png

 

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

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Limited to user settings

View Moments Notification

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Only targeted to teams/individuals supervised

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Only targeted to that specific individual

Create Moments Notification check_mark_32.png

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Only targeted to teams/individuals supervised

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Only targeted to that specific individual

Edit/Delete Moments Notification check_mark_32.png

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Only targeted to teams/individuals supervised

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Only targeted to that specific individual

Enable/Disable Moments Notification check_mark_32.png

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Only targeted to teams/individuals supervised

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Only targeted to that specific individual

Create Moments Content check_mark_32.png check_mark_32.png

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Only for self-created Notifications

Manage Moments Content
(View/Edit/Delete/Link/Unlink/Clone)

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Only Content created by the Supervisor

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only view/edit Content for self-created Notifications

View Moments Reports check_mark_32.png

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Only data associated with the Supervisor’s Team

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Only their own performance data

Target Moments Notifications check_mark_32.png

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Only can target Notifications to Teams/Individuals supervised by Supervisor

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Only can target Notifications to self

Receive Moments Notifications Targeted as an Agent check_mark_32.png check_mark_32.png check_mark_32.png
Receive Moments Notifications Targeted as a Supervisor check_mark_32.png check_mark_32.png cross_mark_32.png
Configure Phrase Match Triggering Criteria check_mark_32.png check_mark_32.png check_mark_32.png
Configure Other Triggering Criteria
(Conversation Etiquette or Time Based)
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Target Moments Notifications using Salesforce Scenarios check_mark_32.png cross_mark_32.png cross_mark_32.png
Target Moments Notifications using Advanced Settings
(exclude Users, Call Direction, Notify supervisor/both)
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Create Moments Templates check_mark_32.png cross_mark_32.png cross_mark_32.png

 

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

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Must be a Team Supervisor, or have Open Barge enabled

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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. 

 

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