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:

• Licensing Overview
• Admin User Capabilities
• Managing Team Supervisors

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			Can only view Public Libraries
Saved Search
Revenue Intelligence: X-Ray	Visibility controlled by user permission setting	Visibility controlled by user permission setting	Visibility controlled by user permission setting
Revenue Intelligence: View Account Pages	Visibility controlled by user permission setting	Visibility controlled by user permission setting	Visibility controlled by user permission setting
Revenue Intelligence: View Opportunity Pages	Visibility controlled by user permission setting	Visibility controlled by user permission setting	Visibility controlled by user permission setting
Insights Reports	Visibility of all data	Visibility of supervisor’s team data	Visibility of user’s data
User Settings: Inbox Settings, Recordings, Zoom
Account Settings:Custom Vocabulary, Keyword Groups, User Management

Moments

Role	Administrator	Supervisor	Agent
Prerequisites
Requires Admin License
Requires Moments License
Requires Supervisor role in Team
Functionality
Manage Moments Settings		Limited to user settings	Limited to user settings
View Moments Notification		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
Edit/Delete Moments Notification		Only targeted to teams/individuals supervised	Only targeted to that specific individual
Enable/Disable Moments Notification		Only targeted to teams/individuals supervised	Only targeted to that specific individual
Create Moments Content			Only for self-created Notifications
Manage Moments Content (View/Edit/Delete/Link/Unlink/Clone)		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
Target Moments Notifications		Only can target Notifications to Teams/Individuals supervised by Supervisor	Only can target Notifications to self
Receive Moments Notifications Targeted as an Agent
Configure Phrase Match Triggering Criteria
Configure Other Triggering Criteria (Conversation Etiquette or Time Based)
Target Moments Notifications using Salesforce Scenarios
Target Moments Notifications using Advanced Settings (exclude Users, Call Direction, Notify supervisor/both)
Create Moments Templates

RingDNA Live

Role	Administrator	Supervisor	Agent
Prerequisites
Requires Admin License
Requires Supervisor role in Team
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

Salesforce Managed Packages

RingDNA for Salesforce

Read our article Installing the Revenue Intelligence Package and 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.