I am an admin in Talk but when I access the Live calls dashboard I see this error message: You need to have a Talk seat enabled to listen in on calls. You can enable Talk in the sidebar on your profile page.
To access the Live calls dashboard and listen to live calls, the agent has to be a member of the Team lead Talk role in the Admin Center.
For instructions on how to change the users role, see the article: Giving agents access to Talk.
Can I make a custom Talk role that is in-between Team Lead and Agent?
I have some Agents that are highly skilled and able to support/train other Agents, but I don't want them having Admin access.
At this time, unfortunately, we don't support custom roles for Zendesk Talk.
I've marked this conversation as product feedback for review, which means that your input will be aggregated as a part of our Voice of the Customer program that provides customer feedback to our product development teams.
In addition, I encourage you to create a new post in the General Product Feedback topic in our community to engage with other users who have similar needs and discuss possible workarounds. Conversations with a high level of engagement ultimately get flagged for product managers to review when they go through roadmap planning.
Specific examples, details about impact, and how you currently handle things are helpful for our product teams to understand the full scope of the need when working on solutions. You may also want to review the Product feedback guidelines and how to write an effective feedback post [https://support.zendesk.com/hc/en-us/articles/4413820079386-Giving-Product-Feedback-at-Zendesk-].
We truly value customer feedback and your voice and votes in the forums help influence future Zendesk functionality.
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