What a supervisor can do

Oversight that comes from scope rather than from extra powers, and the one line that says which of your screens is your team’s and which is the whole tenant’s.

A team supervisor is an agent plus oversight. Nearly everything the role adds comes from scope rather than from a longer menu: the permission says may listen to recordings, and which recordings is decided by whose team you run.

You may run more than one team. Everything below means your teams, plural.

The rule worth learning first

Two halves of the panel answer the scope question differently, and mistaking one for the other is the commonest surprise in the role.

	Narrowed to
Work: call history, live calls, recordings, stage reports, campaign dispositions	the agents and numbers of your teams
Everything else: queues, contacts, conference rooms, satisfaction, voicemail, the directory, the knowledge base	the whole organisation

So you read every team’s satisfaction scores and every colleague’s contacts, and you cannot open a call one of your agents did not take. That is deliberate. The first is oversight; the second is somebody’s conversation.

A call the system cannot attribute is not one you may open. Where FireTone cannot demonstrate a call belongs to one of your teams, it refuses it. “Cannot prove it is yours” resolves to no, never to yes.

What you are kept away from

You cannot	Because
add or remove team members, or set a skill level	rostering people is the organisation admin’s
set a team budget	it is a commitment of the tenant’s money
start, stop or re-target a campaign	a campaign spends outbound minutes at machine speed
create or edit a conference room, an IVR flow, a process or a number’s routing	configuration, rather than running a shift
read billing, margin, the audit log or platform logs	the tenant’s commercial position is not the floor’s
use the AI configuration or an AI key	a key that bills by the token is the account holder’s

You read most of those. Processes, campaigns, flows, the knowledge base and integrations are all visible to you and none is editable, which is the shape the role is meant to have: see what is running, change who is on it.

Refusals you will meet

• 404, not 403, for anything outside your teams — a call, a recording, a live room. Whether something exists is itself information about somebody else’s work.
• 403 on a screen you have no grant for at all. The panel hides those, but the hiding is a courtesy. The API is what refuses.

An API key you create is intersected with your own role, so a key can never do more than you can. Revoking you revokes your keys by construction.