Click on the Security tab to configure settings related to Default Role and Default Permissions.
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A team can be given one of the following four default roles: Agent, Team Leader, Office Manager, or Call Centre Center Manager. These roles form a hierarchy and determine a user's scope and visibility of other users throughout pages of the Admin Portal. Users of peer level or above are hidden in configuration pages, Monitoring, Recordings, and Reports.
For example, a user with the Agent role who is given access to the Monitoring screen will only see him – or herself being monitored. Team Leaders will see all Agents within their team but no other Team Leaders or above. Office Mangers will see all users within their location except for Call Centre Center Managers who can see everyone in all locations except for other Call Center Mangers.
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