User Roles

    In any organisation, clearly defined roles are essential to maintaining order, security, and efficiency. That’s exactly where user roles come in: they help determine who can access what, who manages whom, and what actions each person is allowed to perform within the system.

    User roles define the permission and responsibilities of each user within Zoho Voice. These roles help in better management of tasks and better communication. With Zoho Voice, user roles aren’t just about permission control; they are about helping teams with the right access and tools based on their responsibilities. Whether you're an admin overseeing the complete contact center, a supervisor managing their agents, or a technician handling daily calls, Zoho Voice ensures you have the appropriate level of access to get your work done at ease.

    Zoho Voice provides six different types of roles for their users in a hierarchy as:

    • Super Admin
    • Admin
    • Supervisor Plus
    • Supervisor
    • Technician
    • Telephony Agents
       

    Super Admin

    • The super admin is the first user to sign up for Zoho Voice on behalf of an organisation.
    • This user has the highest level of access and full control over the system.
    • The super admin can manage all users, assign roles, configure settings, and access every part of Zoho Voice based on the purchased plan.

    • Every organisation can have a dedicated super admin.
       

      Note

      Only one super admin is allowed per organisation.

     
    Admin 

    • Admins in Zoho Voice have the same extensive privileges as super admin and can perform most of the same operations.
    • Admins can access all call logs and recordings for all the purchased numbers.
    • Admins have the authority to add new users, assign roles (including admins and other roles), and manage users within their hierarchical scope.


    Supervisor Plus

    • The supervisor plus role enhances the standard supervisor role by granting additional privileges for managing settings and users. These additional privileges are outlined below.
    • They can remove or update the roles of supervisors, technicians, or telephony agents under their scope. However, only super admin and admins can assign users to a supervisor plus.
    • They can access the call logs and recordings of supervisors and technicians assigned to them.
    • They can edit the call configuration for their assigned outgoing numbers, provided the super admin or admin has granted them edit access.

    • They can manage queues by adding agents who fall under their scope of supervision. They also can update queue profiles.
       

      Note

      While editing a queue profile, any agents can be removed if required.

    • They can view, download and listen to the IVR audio files.


    Supervisor

    • Supervisors can create other supervisors and technicians.

    • They can remove or update the technicians' role under their supervision. However, only super admins and admins can assign technicians to a supervisor.
       

      Note

      If a supervisor and technicians are created by a supervisor plus, the supervisor plus has the authority to assign those technicians to the supervisor they have created.

    • They will be able to view the call logs and recordings of the technicians assigned to them.


    Technician

    • If you add the user as a technician, then you will have to assign them at least one phone number. This ensures technicians can view call details and initiate calls using their assigned numbers. If a number hasn’t been assigned yet, you can add it later.
    • They will have access to the Zoho Voice Interface with limited privileges.  


    Telephony Agent

    • Telephony agents are free agents included while purchasing the Enterprise Telephony edition (Standard and Contact Center plans).
    • For each admin user license, you get 10 free telephony agents.
    • During telephony integration with other Zoho in-house products like Zoho One, Zoho CRM, Zoho Desk, Zoho Recruit, Bigin, or ServiceDesk Plus On-Demand, admins can add up to 10 telephony agents.
    • These agents don't have access to the Zoho Voice Interface.
    • They have access to ZDialer (mobile apps and browser extensions).
    • They can make or receive calls directly from the PhoneBridge-enabled Zoho application (One, CRM, Desk, etc.) or using the ZDialer mobile app or browser extension.

     

    Learn more about the telephony agents with respect to the telephony integration.

    Learn more about creating users and assigning roles in Zoho Voice. 

     

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