Analytics Permissions
Track performance3 min readUpdated 2026-03-12
Analytics Permissions
Not everyone on your team needs to see every metric. JustCall lets you control analytics access by role so agents see their own data, managers see their team, and admins see everything.
Default Permissions by Role
| Role | What They Can See | What They Can Do |
|---|---|---|
| Admin | All analytics across every agent, team, and number in the account. | Export data, create custom reports, schedule reports, configure wallboard, manage permissions. |
| Supervisor | Analytics for agents and teams they manage. | Export data, create custom reports, schedule reports for their teams, view wallboard. |
| Agent | Only their own call and SMS metrics. | View personal performance dashboard. Cannot export team data or access other agents' metrics. |
How Data Visibility Works
- Admins have unrestricted access. Every filter, export, and report includes data from the entire account.
- Supervisors see data scoped to the teams or groups they are assigned to manage. If a supervisor manages Team A but not Team B, Team B data is hidden from their analytics views.
- Agents see a personal dashboard showing their own calls handled, talk time, missed-call rate, SMS activity, and quality scores. They cannot filter by other agents or view team-level rollups.
Customizing Permissions
Admins can adjust the default behavior for any role:
- Go to Settings > Roles & Permissions.
- Click the role you want to modify (or create a custom role).
- Under the Analytics section, toggle individual permissions:
| Permission | What It Controls |
|---|---|
| View Team Analytics | Access to team-level dashboards and metrics for assigned teams. |
| View All Analytics | Access to account-wide analytics (typically admin-only). |
| Export Data | Ability to download CSV/Excel exports from any analytics view. |
| Create Custom Reports | Ability to build and save custom report views. |
| Schedule Reports | Ability to set up automated email report delivery. |
| View Wallboard | Access to the real-time wallboard display. |
| Configure Wallboard | Ability to change wallboard layout and thresholds. |
| View Call Recordings | Access to play or download recordings from analytics. |
- Click Save after making changes.
Creating a Custom Analytics Role
If the default roles do not fit your needs, create a custom role:
- Go to Settings > Roles & Permissions.
- Click Create Role.
- Name the role (e.g., "QA Analyst" or "Team Lead").
- Enable the specific analytics permissions this role requires.
- Assign team members to the new role from their user profile.
Best Practices
- Least privilege — Start with minimal access and add permissions as needed rather than granting broad access and restricting later.
- Audit quarterly — Review which roles have export and reporting permissions. Remove access for anyone who no longer needs it.
- Separate QA access — If you have a quality assurance team, create a custom role with access to call recordings and scoring but not billing or account settings.
- Communicate changes — When you adjust permissions, let affected team members know what they can and cannot access to avoid confusion.
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