MS Teams Call Analytics - Manage Users

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Manage Users and User Groups

Super admin users have full administration access to the call analytics portal and can manage settings and permissions for all users and user groups.

Admin users can access all settings, users and groups that make up their admin and reporting networks.

Manage Users

To view users, go to Settings > User management. Select the relevant tab to view:

Users: Super administrators can access all users from this tab. Admin users can access users in their admin network.
Users with admin access: super administrators are identified by a red tick against their admin status; admin users are identified by a green tick.
Users with login enabled: those who have access to the analytics portal.
Licensed users and call queues: those whose Teams activity is included in dashboard metrics.
Unlicensed users and call queues: those whose Teams activity is not included in dashboard metrics.
Call Queues: super administrators have access to all licensed and unlicensed call queues within the business.

To edit user licensing, login, admin access and reporting access:

A user's email address, name, line manager and time zone are synchronized with Microsoft 365 and cannot be manually edited.

By default, new users have their login disabled and reporting network set to self only.

Go to Settings > User management.
Locate the user you wish to edit. Click on the edit icon located in the top right corner of the user tile to go to the user’s profile page.
Edit user access and permissions (licensing, login, admin and reporting access) using the information below as a guide.
Save changes.

Edit Licensing

Teams activity is collected for all licensed users. User licenses can be enabled by using the toggle in Settings > User Management, or in the user's profile page.

Super administrators can also manage user licenses from the License Set Up page by clicking on the Allocate licenses icon in the top right of the screen.

Edit Login

New users have their login disabled by default. To allow access to the portal, enable the user's login using the toggle on the user’s profile page. Once their login is enabled, users are emailed their login credentials.

Edit Admin Access

Users are not given admin access by default. Super admin users can assign super admin and admin access to other users. Admin permissions are managed from the permissions page of the user’s profile.

The following admin access options are available:

Super admin users have full administration access to the call analytics portal and can manage system settings and permissions for all users.
Admin users have access to all system settings and their admin network.
No admin access. Most people in the organization will have their admin access set to None.

Add people to Admin Network

To add people to an administrator's admin network:

Select the permission tab from within the user's profile. Admin access is managed on the right of the page.
Set admin access:
- Select My Direct Reports, to give administrators admin access over the people they manage.
- Select My People from the Select People dropdown to give admin access to the user's direct and indirect reports.
More people can be added to an administrator's admin access via user groups.
Save changes.

Edit Reporting Access

Access to call analytics is governed by a user's reporting access and their reporting network (the people whose Teams call activity is included in dashboard metrics). Users and user groups can be added to a user’s reporting network by an administrator.

Users’ reporting access can be set to:

Myself (user’s own Teams activity). This is the default setting for new users.
My Direct Reports (user’s own Teams activity and activity of direct reports).
My People (user’s own Teams activity, direct reports and indirect reports).
My Organization (everybody in the organization).

Save changes made to reporting access.

Add People to Reporting Network

To add people to a user’s reporting network:

Select the permission tab from within the user's profile. Reporting access is managed on the left of the page.
Click on the reporting access drop-down arrow and select My People to give users reporting access to themselves, their direct and indirect reports. More people can be added via user groups.
Save changes.

Manage User Groups

User groups and their members can be viewed by administrators. Administrators can edit the license and login status of group members, in bulk or individually.

Go to Settings > User management > User groups.
Click on the edit icon within the user group to be edited.
Use the toggles to enable licenses and logins of individual group members.
To change the settings of multiple users, select all, or select individual users. Use the toggles at the bottom of the window to enable or disable licenses and logins. Click Apply to apply changes to selected users.

Super administrators can also manage licenses of user groups from the License Set Up page by clicking on the Allocate licenses icon in the top right of the screen.