Roles, view issues

We have users in a Customer Service group and a few people need to be able to search for and listen to calls only from calls in that CS group. As a standard user, they cannot search by user or extension.

I have tried changing roles to others such as Quality Management Agent but then that just through another license error and still did not let them view the calls.


I am not sure what is going on here. Everyone that is supposed to search is either a supervisor or a manager but they cannot do anything.

Can we get a webex session going sometime this week so we can go over what groups and roles we have set up please?



1 comment
  • Official comment

    Hi Ryan,

    The best way to achieve the end result would be to assign a supervisor role limited to the Customer Service role to everyone who needs this permission. 

    As there is no built in supervisor who is limited to a group, you need to create one, the most convinient would be to clone the built-in contact center supervisor. You can edit the scope of the role under the Regular User Permissions and Conversation Access. The scope there should be set either to default (user and group based), or you can user the access all scope, then filter by group. 

    Please note that if you use the default scope, the supervisor right will only apply from the moment you assigned it. You can read about this KB article: 

    You also need to make sure that the supervisor is a member in the customer service group, and in the user-group association the supervisor role is ticked for the group. You can find more in this KB article: 

    If it's still not solving your problem, then please open a support ticket here:

    Dániel Balog
    Verba Support

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