Observer Role

What is the Observer Role?
The Observer role provides read-only visibility into organisation configuration and user data, without the ability to make changes or intervene in live calls.
It is designed for users who need oversight and transparency - such as leadership, compliance, or operations, without administrative control.

What Observers Can Access
Observers can view data based on the scope they are assigned:
Organisation-Level Access
When assigned at the organisation level (this can be set within the Web User section of the portal)

Observers can:

• View organization configuration

• See user profiles and associated data

• Review settings and structure across the entire organization

User Group-Level Access
When assigned to a specific user group (via the user group section in the portal), Observers can:

• View configuration and user data limited to that group

• See performance and activity data for users within scope

What Observers Cannot Do
The Observer role is strictly view-only. Users with this role cannot:

• Modify any organisation or user settings

• Manage users, permissions, or configurations

• Whisper on live calls

• Block being whispered on

• Take any administrative or coaching actions

This ensures Observers have full visibility without the risk of unintended changes or live-call intervention.

How the Observer Role Compares to Other Roles
Observer vs Admin
While similar to the Admin role in terms of visibility, there are key differences:

The Observer role is purely observational, whereas Admins have full management and live-call capabilities.

When to Use the Observer Role
The Observer role is ideal for:

• Senior leaders who need visibility without hands-on control

• Compliance or QA teams

• Operations or enablement stakeholders

• External auditors or partners (where appropriate)

It allows insight and accountability without introducing risk or operational overhead.

You can find out how to setup the Observer role here