When you create a new account in LeadDesk, you can assign it one of five roles: Admin, Agent, Team Leader, Manager or Sponsor. Each has different access rights, interfaces and responsibilities.
This article discusses the Sponsor as an account type, for more information about sponsors in LeadDesk, see this article.
Admin accounts use the admin interface and have complete access, not bound by office or sponsor. They can create new accounts of any level, create and manage campaigns and projects, and change all settings across the entire application. This includes billing information, which only Admins can access.
Admin accounts can listen in to calls but cannot make or receive calls themselves. If an admin also works as an agent, they will need a separate account for this purpose.
Agent accounts are the engine that drive LeadDesk. Agents make or receive calls, handle emails or messages and manage and make callbacks.
The interface associated with their account depends on the type of work the agent does. If agents handle inbound requests over multiple channels (calls, emails and SMS, for example) they use the Omni interface. Most other agents use the Outbound interface, though agents using LeadDesk alongside a CRM may use Talk. For more information see this article.
Agents do not have much control of the settings for LeadDesk.
Team leader accounts use the admin interface, but do not have access to all of the options in it. If the Team leader is associated with a particular office, they will only be able to view information about that office. If they are not associated with an office, they will only be able to view information which likewise does not have an associated office.
Manager accounts use the admin interface, but like Teamleaders, have more limited access. Unlike the Teamleader, Manager accounts are not limited by their office. Managers can be associated with an office but can view and create activity for any office.
Sponsor accounts also use the admin interface but are even more limited. Sponsors can generally only view activity but can change the expiry date for contact lists.
For more information about creating accounts in LeadDesk, see this article.