Permissions
Who counts as a supervisor
A user is a supervisor when their Flex user has the supervisor or the admin role. Roles come from the Flex token: Floor Walker validates the token with Twilio and reads the roles from it. Nothing is configured in Floor Walker itself; give people the role in Flex (or your SSO provider's Flex role mapping).
- The Flex plugin shows the Supervisor side navigation item only to supervisors and admins.
- Floor Walker checks the role again on every console request. An agent who opens the console's address gets The supervisor console is for supervisors and admins.
What each role can do
| Agent | Supervisor | Admin | |
|---|---|---|---|
| Open the console and its drill-downs | yes | yes | |
| Save their own scope (team, queues) | yes | yes | |
| Acknowledge and snooze attention items | yes | yes | |
| Change an agent's activity, skills and channels | yes | yes | |
| Broadcast to boards | yes | yes | |
| Read the audit trail | yes | yes | |
| Pause and start dialer campaigns, change priority | dialer rules apply | dialer rules apply | |
| Change the console's colour limits and attention rules | yes |
Supervisors can act on every agent, not only their own team: the team scope is a view filter, not a permission.
Campaign controls are checked by the dialer, not by the console. See Outbound Dialer.
API key
The console's settings can also be read and changed with an API key with the supervisor-settings:write scope. Ask us for one if a script or integration manages them.
Agent team
The My team scope uses the worker attribute team_name. Set it on each worker (the supervisors' own workers included) for team scoping to work. Without it, a supervisor sees all teams.