Supervisor Panel - How to set up supervisor access & configure user permissions

The Supervisor Panel will give your managers and end users access to the call monitoring capabilities within the CloudCall Portal. This guide will explain how to set a supervisor, and how to configure the permissions on a per user basis. 

Granting login access to the Supervisor Panel

As the CloudCall Administrator, you must first set the permissions for the manager/end user to access the supervisor panel from their own CloudCall login.

To do so, please log into the CloudCall portal as an administrator, and on the left hand panel navigate to profile > user permissions > from the drop down, select the manager/end user that you want to have access to the supervisor panel. 

Once you have selected the manager/end user, click the notepad option on contact centre

The below window will pop, please select the ticked permissions and click update

Once you close the above window, you will need to click on Update Permissions at the bottom of the page

The manager/ end user will now be able to access the supervisor panel login page. However you will still need to activate their login as a supervisor. Please read below.

Activating the supervisor panel 

1. Once logged into the CloudCall Portal as the administrator > navigate to the Dashboards section to access the activation settings for the Supervisor Panel.

2. Within the Supervisor Panel Configuration section, select the manager/ end user that you would like to activate to be a Supervisor Panel Administrator. (There is no limit to the number of Supervisor Administrators. These are the users that will be able to assign and restrict access within the Supervisor Panel.) 

Assigning Supervisor Administrators

As the CloudCall Administrator you can assign user’s as Supervisors, and in turn they can assign and restrict access to their own teams.

1. Once logged into the Supervisor Panel, select the permission settings icon.

2. On the left side of the page, under the Supervisors section select the Add/Remove button.

3. Select the Filter button in the upper right corner of the screen to search for the user that you would like to set as a Supervisor.
4. As you type in the name on this field the results will begin to automatically populate users based on the characters typed.
5. Once you locate the user you would like to make a Supervisor, select the Set Supervisor button – this will fill the purple selection circle.
** No need to select save, this will automatically save the user as a new Supervisor.

Assigning User Access and Settings

As an Administrator of the Supervisor Panel, you can assign the level of access each Supervisor/user has when utilizing the monitor, whisper, barge and disconnect functions.

1. Once logged into the Supervisor Panel, select the permission settings icon.

2. Click directly on the Supervisor/user name that you would like to assign access to. This will highlight the Supervisor/user name in purple.
3. With their name selected, you can assign Read, Monitor, Whisper, Barge, and Disconnect access per user. (See below for description)
4. Select Save, once all settings are selected.

Read, Monitor, Whisper, Barge & Disconnect

Read: This setting will allow the Supervisor/user to view the user’s call details on the Supervisor Panel Dashboard.
Monitor: This setting will allow the selected Supervisor/user to listen to live inbound, outbound, and campaign calls.
Whisper: This setting will allow the Supervisor/user to speak to the user while they are on a live call. Only the user will be able to hear them speaking, not the caller.
Barge: This will allow the Supervisor/user to speak to both the user and the caller.
Disconnect: This will allow the Supervisor/user to end a call

The manager/ end user will need to login to the supervisor panel page using their CloudCall username and end user password. 

Link to supervisor panel page >> https://supervisor.cloudcall.com/setup/app