VICIPanel's permission model is designed so you can safely expose the product to agents and supervisors without worrying they'll see settings they shouldn't. Here's the full picture.
The five levels
- L1-L4 (Agent)
- Agent workspace only. Own calls, own callbacks, own dispositions. No team or settings visibility.
- L5 (Team Lead)
- Agent plus ability to monitor own team's agents (listen-only, no whisper).
- L6 (Supervisor)
- Full team monitoring: listen, whisper, barge, coaching notes, team wallboard.
- L7 (Manager)
- Supervisor plus campaign editing, script editing, DID and CID group management, reports.
- L8 (Senior Manager)
- Manager plus audit log access, cross-team supervision, bulk operations.
- L9 (Admin)
- Everything. Billing, users, roles, infrastructure, compliance settings, MCP tokens, CRM sync config.
SYSTEM_ONLY pages
Certain pages are restricted to L9 Admin only, AMD configuration, CRM sync engine, MCP token management, infrastructure settings. Managers can't see these, preventing accidental changes to core plumbing.
Custom roles on Enterprise
If you need specific permission combinations (like 'can see reports but not compliance settings'), Enterprise tier supports custom roles with fine-grained feature toggles.