Plan requirement: Call queues and the Live View are available on the Phone & Inbox Pro plan. They are not included on Phone & Inbox Core.
⚡ Quick Answers
What permissions are required to see queue dashboards? There is no separate "Live View" permission. Any user with Phone access can open Phone → Live view. What they see there depends on their role:
Admins see every team, queue, and phone number on the account.
Non-admin (Limited Access) users see only the teams, queues, and numbers they're connected to.
Can a team lead get view-only access? Yes. Keep them as a non-admin user, add them to the teams they oversee, and switch them on as a Manager of those teams. Managers can see the team's calls, queues, and reporting, but they are never rung by the team's queues or ring groups, and they aren't counted in the team's metrics. They can still make outbound calls and receive calls placed directly to them.
Does this give them admin access? No. The Live View is a monitoring screen. Seeing it doesn't give a user access to account settings, phone number setup, or queue configuration.
🔐 Who Can Access the Live View?
To open the Live View, a user needs both of the following:
The account is on Phone & Inbox Pro.
The user has Phone access. Users without Phone access see a "You don't have access to Phone" message.
Once a user has access, what appears in the Live View depends on their role:
Admins | Non-admin users (including Managers) | |
Teams | All teams on the account | Only teams they belong to |
Queues | All queues | Queues they're assigned to directly, or through one of their teams |
Phone numbers | All numbers | Numbers that route to them, either directly or through their team, ring group, or extension |
Agent status (available / busy / away) | All agents | Agents on the teams and queues they can see |
Waiting and active calls | All | Calls in the teams, queues, and numbers they can see |
💡 A non-admin user must be a member of a team (or be assigned to a queue) to see anything in the Live View. If a team lead opens the Live View and it's empty, they probably haven't been added to the team yet.
👀 Can a Team Lead Get View-Only Access?
Yes. LeadSimple doesn't have a separate "view-only" role. Instead, you combine two settings:
Non-admin user: keeps the lead out of account-wide settings and admin controls.
Team Manager: gives the lead full visibility into that team's calls, queues, and reporting, and takes them out of call routing.
Here is what changes when someone is marked as a Manager on a team:
✅ They can still see the team's calls, queues, and reporting, including in the Live View.
🚫 The team's queues and ring groups never ring them.
📊 They are left out of the team's metrics, so their low answer rate doesn't drag down team stats.
📞 They can still make outbound calls and receive calls placed directly to them.
🛠️ How to Set Up a Team Lead with Visibility (Without Admin Access)
These steps are done by an Admin.
Step 1: Confirm the plan
Make sure the account is on Phone & Inbox Pro. To upgrade, go to Billing in your settings or contact your customer success manager.
Step 2: Make sure the team lead has Phone access
Check that the team lead has been given Phone access. Without it, they can't open the Phone tab at all.
Step 3: Keep the team lead as a non-admin user
Leave the Admin setting off for this user. Admins automatically see everything on the account, which is exactly what you're trying to avoid here.
Step 4: Add the team lead to each team they oversee
Go to Users and open the Teams tab.
Click the team to open Edit Team.
Under Members, search for the team lead and add them.
Repeat this for every team the lead needs to monitor.
Step 5: Mark them as a Manager
Once members are added, a Managers section appears under the member list. Switch on the toggle next to the team lead's name, then click Save.
Skip this step if the team lead should also take queue calls. As a regular member, they'll have the same visibility, but they'll be rung by the queue and counted in team metrics.
Step 6: Make sure the team's queues are connected to the team
A queue appears in a non-admin user's Live View when the user is assigned to that queue directly, or when one of their teams is assigned to it. If the team lead can't see a queue they expect to see, check that the queue is assigned to their team.
Step 7 (optional): Give access to historical reporting
The Live View shows what's happening right now. For trends over time, such as call volume and answer rates, go to Reports → Phone Performance. These reports are available to Admins and to Limited Access users who have been given permission to view reports.
You can also turn on other permissions from the user's General Permissions, if needed:
See Dashboard: gives access to the account dashboard.
Edit phone hours: lets them change account-level and per-number phone hours. Note: this is an edit permission, not view-only. Only turn it on if you want the lead to be able to change after-hours routing.
Step 8: Check the setup
Have the team lead go to Phone → Live view. They should see:
Waiting and active calls for their teams and queues
Agent status (available, busy, or away) for their team members
A badge on the Live view tab showing how many callers are waiting
❓ FAQs
The team lead needs to see every team. Do I have to make them an admin? No. Add them to every team as a Manager. They'll see all of those teams' queues and calls without getting admin access.
Why doesn't the team lead show up as an agent in the Live View? Managers are left out of the team's agent list and team-level stats on purpose, so their status doesn't affect the "agents available" count.
Can a Manager take a call from the Live View if things get busy? Queue calls won't ring a Manager. If they need to start taking queue calls, switch the Manager toggle off for that team. They go back into routing and team metrics from that point on.
Can a regular agent see other teams' queues? No. Agents only see the teams and queues they belong to. Only Admins see the whole account.
Does view access let the team lead change queue or number settings? No. Queue, number, and team settings are managed by Admins. The only phone setting you can grant a non-admin separately is Edit phone hours.
✅ You're All Set!
Your team leads can now keep an eye on queue performance, agent status, and live call activity without needing admin access.
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