User Roles


Last Updated: 07/14/2017 Back to Topic All Articles

CallTrackingMetrics allows an unlimited amount of account users with flexible user access levels. When you add a new user, you can choose from the following roles: call agent, billing, call manager, report manager, administrator, and agency administrator.

All account users will have access to the CTM softphone.  The features that are available to each individual user may vary depending on the account’s plan, access controls applied to that user, customized account or agency settings, and whether the user has access to multiple accounts.​

Click here to learn how to add users to your account.

Call Agent

Call agents can view calls that are specifically assigned to them in the call log. Calls are automatically assigned to agents when they answer calls from a call queue or answer calls that are routed to their user name. Calls can also be automatically assigned to agents by options in a voice menu, or assigned manually using the + set agent option in the call log.

Call Manager

Call managers can view all calls in the call log and will also have access to the text log, if texting is enabled. Call managers can edit the blocked callers list, do not call list, and call scoring options. They can also send single or bulk text messages from text-enabled tracking numbers.

Report Manager

Report managers have all the same access as call managers, plus the ability to view the Reporting section of the account.  In addition to all the abilities a call manager would have, report managers can export the call log, view and schedule call reports, view and edit the overview report, and view the real-time agents dashboard (for plans that can create subaccounts).

Administrator (Essentials plan)

Essentials account administrators are the highest level users in the account and can view and edit all aspects of the account.  Administrators are the only users who can view, purchase, and edit tracking numbers or enable/disable call recordings.  They are also the only users able to access integration settings, add users, or view and edit payment information.

Administrator (Advanced plan)

Advanced plan administrators are the second highest level users in the account (a subaccount created within the parent agency).  Like administrators on Essentials plan accounts, they can add users, purchase and configure tracking numbers, enable/disable recordings, edit integration settings, and customize features of their subaccount (such as enabling text messaging or the softphone).

If the subaccount is using customer billing, administrators will be able to view and update payment information.  If the subaccount is using agency shared billing, administrators will not have access to account payment information.

Administrators in subaccounts cannot view or edit the agency settings page or add subaccounts to the agency.

Agency Administrator

Agency administrators are the highest level users in the account and can view and edit all aspects of the account.  These administrators only exist in accounts that have the ability to create subaccounts and have access to several features to allow them to easily view data for all subaccounts at once.  Agency administrators are the only users able to edit agency settings, which can be used to customize feature availability and security settings for all subaccounts within the agency.  Agency administrators are hidden in the user list for all lower access levels.

Billing

Billing users can view invoices for past payments.  They cannot see or edit payment options or any other aspects of the account.  If your account has subaccounts that use agency shared billing, you can promote Billing users to Agency Billing, which will allow them to see invoices for the agency payment method, but not for any subaccounts using customer billing.

Feature Access: Numbers Tab

Page Agent Billing Call Manager Report Manager Admin Agency Admin
Buy Numbers X X
Tracking Numbers X X
Port Numbers X X
Call Scripts X X
Call Settings X X
Smart Routing X X
Voice Menus X X
Queues X X
Schedules X X
Geo Routing X X
Receiving Numbers X X
Target Numbers X X
Tracking Sources X X
Tracking Code X X
Auto Dialers X X
FormReactors X X

Feature Access: Reporting Tab

Page Agent Billing Call Manager Report Manager Admin Agency Admin
Overview X X X
Call Reports X X X
ROI Reports X X X
Real-time Agents X X X
Accuracy Report X X
Agency Dashboard X
Account Usage X* X
Notifications X X
Reports X X X
Tags X X X
Keyword Spotting X X

* Administrators can only view Account Usage if their subaccount is using customer billing.
Feature Access: Calls Tab

Page Agent Billing Call Manager Report Manager Admin Agency Admin
Call Log X X X X X
Agency Call Log X
Call Map X X X X X
Export Calls X X X
Blocked Numbers X X X X
Do Not Call List X X X X
Call Scoring X X X X
Triggers X X

Feature Access: Texts Tab

Page Agent Billing Call Manager Report Manager Admin Agency Admin
Text Log X X X X
Bulk Message Log X X X X
Opt-Out List X X
Triggers X X
Text Numbers X X

Feature Access: Settings Menu

Page Agent Billing Call Manager Report Manager Admin Agency Admin
Account Settings X X
Integrations X X
Custom Fields X X
Agency Settings X
Signup Pages X
Price Markups X
Discount Packages X X
Your Profile X X X X X X
Users X X
Access Controls X X
Billing Settings X* X

* Administrators can only view Billing Settings if their subaccount is using customer billing.

Feature Access: Miscellaneous

Feature Agent Billing Call Manager Report Manager Admin Agency Admin
Quick Help Guides X X
Create Subaccounts X
Invisible to other Roles X
“All Accounts” Lists X

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