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Admin Capabilities limited

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Rhys Ashall

投稿日時：2025年1月03日

Could a feature be added where Admins to Voice have full capabilities of both Admin and Team Leader roles so they are able to listen to live calls. As the Admin and a Team leader i find it limiting to my role that admin access does not have the highest accesses and allowed to complete all actions a team leader and admin can complete. 

Actions unable to complete

- Listen to Live calls (to support agents)

- receive transferred calls where escalation is required. 

 

lack of being able to do these is limiting my role as both Admin and Team leader. 

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    Ferran Barneda

    Zendesk Employee

     Hi Rhys Ashall

     

    Thanks for sending feedback!

     

    We acknowledge that the Talk roles can be a bit different to how other Zendesk products define Admin level access. 

     

    In Talk, the Team Lead is an Admin who can receive and make calls. So, we recommend using this role if you require and Admin who can listen to live calls and receive transferred calls. 

     

    For more information, please see Talk roles.

     

    Thanks,

    Ferran

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