Understanding Roles & Permissions
Understanding Roles & Permissions
AgentTech Dialer uses a role-based access system to ensure every user sees only the tools and information they need. Each role has specific permissions that control which pages are visible in the sidebar, what actions can be performed, and what data is accessible. This guide breaks down every role in detail so you know exactly what each team member can do.
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Why Roles Matter
In a busy call center, not everyone needs access to everything. Agents need to focus on calls and contacts. Supervisors need real-time monitoring tools. Agency admins need full control over configuration. By assigning the right role to each user, you keep the interface clean and focused, prevent accidental changes to critical settings, and ensure sensitive data like billing and compliance is only accessible to authorized users.
Roles are assigned when a user account is created (on the Users page, using the Role dropdown in the Create User modal) and can be changed later by an admin.
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Role Breakdown
AgentTech Dialer has six distinct roles, each building on the previous one with additional capabilities. Let's walk through each one from the most basic to the most powerful.
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Agent
Who this is for: Front-line team members who handle calls, manage contacts, and communicate with leads and customers.
What agents can access in the sidebar:
| Sidebar Item | Description |
|---|---|
| Dialer | The main calling interface at `new-dialer.php`. This is where agents spend most of their time. It includes the Connection Status card, Today's Schedule panel, Call Script panel, Contact Information card, Your Assigned Queues list, AI Sales Coach panel, and the call bar at the bottom of the screen. |
| Contacts | The contact management page where agents can search, view, and edit contact records. Each contact has fields for name, phone number, email, address, notes, and any custom fields configured by the agency. |
| Calendar | A full calendar view for managing appointments, follow-ups, and callbacks. Agents can create, edit, and delete their own events. |
| SMS | The text messaging interface. Agents can send and receive SMS messages tied to their assigned phone numbers. Message history is stored with each contact record. |
| Chat | Internal team chat for communicating with other agents, supervisors, and admins in real time. Unread message counts appear as badges. |
| Voicemail | A voicemail inbox where agents can listen to messages left by callers, read transcriptions, and manage their voicemail queue. |
What agents can do:
- Receive incoming calls when their status is set to Available
- Make outbound calls using the call button and dial pad in the top navbar
- Answer or decline incoming calls using the Answer (green) and Decline (red) buttons on the call bar
- During calls: use Mute, Keypad (DTMF tones), Connect (transfer/conference), and End Call buttons
- Fill in the Contact Information card during calls (First Name, Last Name, Phone Number, Notes, custom fields)
- View the AI Sales Coach panel for real-time coaching suggestions during calls
- Follow the Call Script displayed in the left column of the dialer
- Submit Dispositions after each call using the Disposition Modal (select disposition from dropdown, fill in custom fields, add notes, click Submit or Skip)
- Manage their own contacts, calendar events, text messages, chats, and voicemails
- Change their own status using the status dropdown in the top navbar
What agents cannot do:
- Access any management or configuration pages
- View other agents' performance data
- Listen to or whisper on other agents' calls
- Create or manage users, queues, phone numbers, dispositions, or skills
- Access reports, compliance settings, automations, or billing
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Supervisor
Who this is for: Team leaders and floor managers who oversee agent performance, provide real-time coaching, and ensure call quality.
What supervisors can access in the sidebar (in addition to all Agent items):
| Sidebar Item | Description |
|---|---|
| Supervisor Dashboard | The real-time monitoring page at `supervisor.php`. This is the supervisor's command center featuring five KPI cards, agent status cards grouped by agency, and powerful filtering tools. |
| Call Caps | A management page for setting and adjusting call caps — the maximum number of calls an agent can handle in a given period. |
Supervisor Dashboard features in detail:
The Supervisor Dashboard is divided into several sections:
KPI Cards (Top Section)
Five key performance indicator cards displayed across the top of the dashboard:
- Total Calls — The total number of calls handled in the selected date range
- Sales Completed — The number of successful sales closed
- Total Cost ($) — The total cost of calls in dollars
- Average Cost Per Sale ($) — Total cost divided by number of sales
- Conversion Rate (%) — The percentage of calls that resulted in a sale
Each KPI card updates based on the date range selector in the toolbar. Available date ranges are:
- Today — Shows data for the current day only
- Last 7 Days — Shows data for the past week
- Last 30 Days — Shows data for the past month
- Week to Date — Shows data from the start of the current week
- Month to Date — Shows data from the start of the current month
- Year to Date — Shows data from the start of the current year
Filter Toolbar
Below the KPI cards, a filter toolbar lets supervisors narrow down what they see:
- Search by name or username — Type an agent's name or username to find them quickly
- Filter by Agency dropdown — Show only agents from a specific agency
- Filter by Status dropdown — Show only agents with a specific status (e.g., Available, Busy, Away, Offline)
- Grid/List view toggle — Switch between a card grid layout and a compact list layout
Agent Cards
Below the filters, agents are displayed as cards grouped into collapsible agency sections. Each agent card shows:
- Agent name and username
- Status badge — color-coded: Available = green, Busy = red, Away = yellow, Offline = gray
- Queue badges — small badges showing which queues the agent is assigned to
- Call cap badge — shows the agent's current call cap
- Agent stats: Calls Today, Sales Today, Talk Time, Average Handle Time, and current Status
- Action buttons:
- View Details — Open a detailed view of the agent's activity and performance
- Status toggle — Click to change the agent's status remotely
What supervisors can do (in addition to all Agent capabilities):
- View real-time KPI data across their team
- Monitor agent statuses and performance metrics
- Listen to live calls — Click the Listen button on any agent card that shows the agent is On Call. This lets you hear both sides of the conversation silently. Neither the agent nor the caller knows you are listening.
- Whisper to agents during calls — Click the Whisper button on an agent who is On Call. This opens a one-way audio channel where you can speak directly to the agent. The caller cannot hear your whisper. This is perfect for coaching agents through difficult calls in real time.
- Change agent status remotely — Click the status controls on any agent card. The Status Change Modal appears showing the agent's name and a list of available statuses (Available, Busy, Away, Offline). Select the desired status and click the Change Status button to update it immediately.
- Set and manage call caps for agents
- Filter and search for agents by name, agency, or status
What supervisors cannot do:
- Create or manage user accounts
- Configure queues, phone numbers, dispositions, or skills
- Access billing, compliance settings, or automations
- Modify agency-level settings
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Agency Admin
Who this is for: Agency owners and managers who need complete control over their agency's setup, configuration, and daily operations.
What agency admins can access in the sidebar (in addition to all Supervisor items):
| Sidebar Item | Description |
|---|---|
| Users | Create, edit, and manage user accounts within the agency. The Create User modal includes fields for Username, Password, First Name, Last Name, Role (Agent/Supervisor/Agency Admin), Phone Number, Agency Assignment, and Agent NPN Number. |
| Queues | Create and configure call queues. Each queue has a name, routing strategy (Round Robin, Longest Idle, or Performance), department, description, overflow action, and active toggle. Queue management includes six tabs: Agents, States, Skills, Hours, Billing, and Settings. |
| Phone Numbers | Purchase and manage phone numbers for the agency. The purchase wizard lets you search by area code or state, select from available numbers with pricing, and assign them to an Agent, Team, Queue, or the Agency. |
| Dispositions | Create and manage disposition options that agents use to categorize call outcomes. Each disposition has a Name, Category (Positive, Negative, Follow Up, or Neutral), Description, Scope, Require Notes toggle, and Status. Dispositions can include custom fields with 12 different field types. |
| Skills | Define and manage skills that can be assigned to agents and used for skills-based routing. |
| Settings | Agency-wide settings including business hours, branding, billing and wallet management, and more. |
| Reports | Comprehensive reporting on calls, sales, agent performance, and more. |
| Compliance | Configure compliance checklists with questions that agents must answer during or after calls. Question types include Boolean, Carrier Selection, Agent Selection, Disposition Selection, Custom Options, and Free Text. |
| Automations | Set up automated workflows triggered by call outcomes, dispositions, schedules, or other events. |
What agency admins can do (in addition to all Supervisor capabilities):
- Full control over all aspects of their agency's configuration
- Create, edit, activate, and deactivate user accounts
- Build and configure call queues with advanced routing
- Purchase and assign phone numbers
- Create custom dispositions with dynamic fields
- Manage billing, fund the agency wallet, and configure auto-recharge
- Set up compliance requirements
- Build automations
- Generate and export reports
- Configure agency-wide settings
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Agencies Admin (Multi-Agency Manager)
Who this is for: Regional managers or operations directors who oversee multiple agencies within the platform.
What makes this role special:
The Agencies Admin has all the capabilities of an Agency Admin, but across multiple assigned agencies. The key difference is the agency selector dropdown that appears at the top of every management page.
How the agency selector works:
- When you navigate to any management page (Users, Queues, Phone Numbers, etc.), you will see an agency selector dropdown near the top of the page
- Click the dropdown to see a list of all agencies assigned to you
- Select an agency to view and manage that agency's data
- The page content updates to show information for the selected agency
- Any changes you make (creating users, configuring queues, etc.) apply to the currently selected agency
This means you can manage Agency A's users, then switch to Agency B to configure their queues, then switch to Agency C to review their reports — all without logging out or switching accounts.
Best practices for multi-agency management:
- Always verify which agency is selected in the dropdown before making changes
- Use consistent naming conventions across agencies to keep things organized
- Review each agency's KPIs regularly by switching between them on the Supervisor Dashboard
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Super Admin
Who this is for: Platform administrators with full system-level access.
What super admins can access:
Super Admins have unrestricted access to every feature in the platform, including:
- Everything that all other roles can access
- Global queue management — Create and manage queues that span across agencies
- Platform-wide compliance — Set compliance requirements that apply to all agencies
- Campaign management — Create and manage campaigns at the platform level
- Vertical management — Configure industry verticals (Medicare, Home Insurance, Solar, Life Insurance) with their templates and settings
- Agency selector dropdown — Like the Agencies Admin, Super Admins see the agency selector on every management page. However, Super Admins can select any agency in the system, not just assigned ones.
Important: The Super Admin role should be reserved for platform operators and top-level administrators. Most day-to-day management should be handled by Agency Admins and Supervisors.
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Publisher
Who this is for: Lead providers and partners who participate in the Leads Network.
What publishers can access in the sidebar:
| Sidebar Item | Description |
|---|---|
| Dashboard | A publisher-specific dashboard showing lead delivery stats, campaign performance, and earnings. |
| Campaigns | View and manage campaigns they are participating in, including lead requirements, pricing, and delivery settings. |
Publishers operate in a separate area of the platform focused on lead generation and delivery. They do not have access to the dialer, contact management, or any agency management tools.
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Role Comparison Summary
Here is a quick comparison of what each role can access:
| Feature | Agent | Supervisor | Agency Admin | Agencies Admin | Super Admin | Publisher |
|---|---|---|---|---|---|---|
| Dialer | Yes | Yes | Yes | Yes | Yes | No |
| Contacts | Yes | Yes | Yes | Yes | Yes | No |
| Calendar | Yes | Yes | Yes | Yes | Yes | No |
| SMS | Yes | Yes | Yes | Yes | Yes | No |
| Chat | Yes | Yes | Yes | Yes | Yes | No |
| Voicemail | Yes | Yes | Yes | Yes | Yes | No |
| Supervisor Dashboard | No | Yes | Yes | Yes | Yes | No |
| Call Caps | No | Yes | Yes | Yes | Yes | No |
| Listen/Whisper | No | Yes | Yes | Yes | Yes | No |
| Users Management | No | No | Yes | Yes | Yes | No |
| Queues | No | No | Yes | Yes | Yes | No |
| Phone Numbers | No | No | Yes | Yes | Yes | No |
| Dispositions | No | No | Yes | Yes | Yes | No |
| Skills | No | No | Yes | Yes | Yes | No |
| Settings | No | No | Yes | Yes | Yes | No |
| Reports | No | No | Yes | Yes | Yes | No |
| Compliance | No | No | Yes | Yes | Yes | No |
| Automations | No | No | Yes | Yes | Yes | No |
| Multi-Agency Selector | No | No | No | Yes | Yes | No |
| Global/Platform Config | No | No | No | No | Yes | No |
| Leads Network | No | No | No | No | No | Yes |
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Frequently Asked Questions
Can a user have multiple roles?
No. Each user account is assigned exactly one role. If someone needs capabilities from multiple roles, assign them the higher-level role that includes all the permissions they need.
Can roles be customized?
The six roles described above are the standard roles in the platform. The permissions for each role are predefined and cannot be individually customized. However, Agency Admins can create custom agent statuses and configure which features are active for their agency.
Who can change a user's role?
Agency Admins can change roles for users within their agency. Agencies Admins can do the same across their assigned agencies. Super Admins can change any user's role.
What happens when a user's role is changed?
The change takes effect immediately. The next time the user refreshes their browser or navigates to a new page, their sidebar and available features will update to reflect their new role. They do not need to log out and log back in.
Can I see what role I have?
Yes. Your role is displayed in your profile settings. You can also determine your role by looking at which items appear in your sidebar — each role has a distinct set of sidebar items as described above.
Last updated: February 24, 2026