Setting Staff Permissions in the Dialer
To manage staff permissions in the dialer:
Log in to the Dialer.
Navigate to Management → Invite Staff.
Locate the staff member and click the key icon next to their name.
From there, you can edit their permission levels for each section.
Understanding Permission Levels
Edit (Full Access)
The user can view and make changes to settings, data, or configurations in that section. This includes creating, updating, or deleting items where applicable. Best suited for trusted admins or team leads.See (View Only)
The user can view all relevant information but cannot make any changes. Ideal for users who need oversight or access to reports and metrics without the ability to edit settings.None (No Access)
The user cannot access or view the section at all. It will be completely hidden from their dashboard. Use this for users who don’t need visibility into that area of the dialer or admin panel.
Agent Permissions
Dialer
Grants access to the Dialer interface and allows configuration of stat visibility:
Billable Stats
Indicates whether a call is billable. When call data is available (such as when using the dialer), this feature highlights which calls are considered billable.Call Cost
Displays the cost associated with each call, offering visibility into cost-per-acquisition (CPA) metrics. Requires Billable Stats to be enabled.Compliance
Provides agents with access to compliance-related information for each call and displays the Compliance Dashboard directly on their home screen.Agent Performance
Allows agents to view their own key performance indicators (KPIs), such as talk time, wait time, and pause time.Analysis
Enables the Analysis tab, which offers insights into overall trends in call performance and call disposition outcomes.Monitoring
Unlocks the Monitoring tab, giving agents a call-by-call breakdown for detailed review.
Reporting
Grants access to the Reporting dashboard. Agents can view historical call performance, lead outcomes, and efficiency trends.
📌 No editable or advanced reporting tools—view only.
Commissions
Allows agents to view their commission reports, if available.
📌 This is read-only access to their own commission data.
Employee Permissions
General Access
Controls access to EnrollHere products beyond the dialer, such as user management and integrations.
No Access – Cannot view or interact with this section.
View Only – Can view data but not make changes.
Full Access – Can view and edit.
Dialer
Enables access to the Dialer admin features. You can grant granular control over these modules:
Billable Stats
Allows employees to see whether each call was billable.Call Cost
Displays the cost per call, if configured in the queue settings. If this feature is disabled, the queue will also hide all billable cost settings.Compliance
Grants access to the Compliance section, including visibility into compliance scores for each call.Agent Performance
Enables the Agent Performance tab, where employees can track talk time, wait time, and other key metrics—all in one dashboard.Analysis
Provides access to summary data across all calls and agents, highlighting key trends and performance benchmarks.Dashboard
Access a high-level summary of key metrics, including live stats, talk time, queue performance, and connection rates.Supervise
Listen in to live calls, whisper to agents, or take over calls. Crucial for quality assurance and training.Monitoring
View real-time statuses of agents (e.g., Available, Paused, On Call). Enables quick response to traffic needs.Advanced Routing
Grants access to the Dialer Routed Statistics dashboard, where admins can view in-depth metrics on how leads are flowing through routing configurations.Campaign
Create and edit outbound dialing campaigns, including schedules and dispositions.Number
Manage caller ID numbers for branding, geo-matching, or compliance purposes.Queue
Set up and manage call queues that dictate lead flow to agents.Leads
View and search through all leads, including contact history and custom fields.Lead Lists
Create and manage segmented lists for campaigns or prioritization.Script
Build and assign scripts that agents follow during calls.Call Cap
Set limits on the number of calls per agent, state, or campaign to comply with regulations or internal goals.Dispo Status
Configure the available call outcomes (e.g., Success, Recycle, DNC) and control what agents can select after each call.Skills
Manage agent skills such as state licenses, which impact routing eligibility.
Has Access to Tags
Limit admin and employee visibility to specific teams by assigning team tags. They’ll only be able to view agents and data associated with the tags they’re assigned, ensuring focused access and management.
Reporting
Grants full access to the Reporting section, allowing the user to:
View performance by campaign, agent, or lead list
Filter by time period, tag, or outcome
Export reports for deeper analysis
📌 No editing required—reporting is view only.
Commissions
Controls access to commission management tools.
View Only – Can review commission reports without making changes
Full Access – Can configure commission structures, payouts, and view agent-level earnings
📌 Tip: Start with View Only access for new admins, then upgrade to Full Access once they’re fully trained.