Question
Why can't a Talk team lead view calls in the Talk live dashboard?
Answer
Access to the Talk dashboard depends on the user's roles and permissions. These are configured differently depending on your plan.
On non-Enterprise plans, users can be assigned to one of three Talk roles: admin, team lead, or agent. Talk admins and team leads can view the dashboard. Typically, Talk agents can't access the dashboard. However, if a Talk agent is a Support admin, they will have access to the Talk dashboard because Support admins can access the Talk dashboards regardless of their Talk role.
On Enterprise plans, to view calls in the Talk live dashboard, a user must be assigned to a role with both of the following permissions: Reports permissions > View Talk dashboard and Channels > Manage channels and extensions.
For more information on user permissions, see this articles: