A Dashboard User in CallHippo is an admin who has access to the CallHippo dashboard to manage users, monitor calls, view analytics, and configure system settings. 

Unlike agents, dashboard users typically do not make or receive calls but oversee operations and reporting.

How to Add Dashboard Users in CallHippo?

There are two ways to add a dashboard user:

  • To invite a new user as a dashboard user.

  • Make your existing user a dashboard user.

  1. To invite a new user as a dashboard user - 

  • You need to log in to the CallHippo account. 

  • Click on the Users & Performance.




  • Click on the Users -> Invite Users




  • Now select the user role as a dashboard user.



  • Click on “Invite user”.



  • Now open the email box of the invited user and accept the invitation.


  1. Make your existing user a dashboard user -

  • Login to the CallHippo account -> Users & Performance.



  • In Users, click on the Users setting of the user for whom you want to change the user role to the dashboard user.




  • Then go to the user role and select the “Dashboard User”



  • Click on the “Yes” button.



  • And dashboard users will be added and you will be charged on a prorated basis.

FAQs:

Can a Dashboard User make calls?
No, Dashboard Users are primarily for monitoring and administration. Only agents and team members can make or receive calls.

How many Dashboard Users can I add?
As many as you want, as its an addon service

Can I change a Dashboard User to an Agent?
Yes, you can update a user's role anytime from the User Settings.

What permissions does a Dashboard User have?

  • Monitor live calls and analytics

  • Manage call routing and team settings

  • View call logs and reports

Business Use Cases of a Dashboard User:

  • Call Center Management
    Use Case: A call center manager needs to monitor call activity, track agent performance, and adjust workflows in real time.
    Benefit: Dashboard users can view live call analytics, manage call queues, and ensure smooth operations.

  • Sales Team Oversight
    Use Case: A sales director wants to track agent call logs, measure performance, and optimize lead conversion strategies.
    Benefit: Dashboard users can analyze call duration, success rates, and response times to improve sales outreach.

  • Customer Support Supervision
    Use Case: A customer support manager needs to ensure agents follow scripts and resolve customer queries efficiently.
    Benefit: Dashboard users can listen to recorded calls, check response times, and optimize call handling.

  • Call Routing and IVR Management
    Use Case: A company wants to customize call routing to send customer calls to the right department.
    Benefit: Dashboard users can configure IVR (Interactive Voice Response) and update call distribution settings.

Troubleshooting Common Issues:

1. Cannot Add a Dashboard User
Ensure you have admin rights to add users.
Refresh the page and try again or clear your browser cache.

2. New Dashboard User Not Receiving Invitation Email
Ask the user to check their spam or junk folder.
Resend the invitation from the User Settings panel.
Verify that the email address entered is correct.

3. Cannot Do Call Barging/Whisper
Dashboard User is an admin role that Manages users, calls, analytics, settings.
They don't have dialer access → therefore they can't barge, whisper, or join calls

4. Call Logs or Analytics Not Updating
Wait a few minutes, as there may be a slight delay in data syncing.
Check the internet connection and refresh the dashboard.
Contact CallHippo Support if the issue persists.