Use Live Wallboard to watch your queues in real time — who is on a call, who is waiting, which queues are at concurrent-line capacity, and how each queue is performing on talk time and billable / CPA metrics. Find it at Dialer › Calls › Live Wallboard. The board refreshes about every 5 seconds and shows an Updated timestamp; customization is per employee workstation (saved to that browser only), so each person can keep the layout that matches how they run the floor.
How to open Live Wallboard
Sign in to the EnrollHere Dialer in Chrome (or another current Chromium browser).
In the left sidebar, open Calls.
Select Live Wallboard.
Confirm the Updated time is recent and “Refreshes every 5 seconds” appears on the right. If numbers look stale, click Refresh.
Visibility depends on your role and permissions. If you do not see Live Wallboard under Calls, your account may not have access.
Header controls
Customize (gear) | Opens the Customize side panel. Layout and KPI choices are saved to this browser only (per employee workstation). |
Refresh | Forces an immediate refresh of live callers, queue cards, and KPI tiles. |
Updated {time} | Last successful refresh timestamp. |
Refreshes every 5 seconds | Automatic polling interval for the live board. |
Summary KPI tiles
The top strip aggregates activity across the queues in scope. Individual tiles can be shown or hidden in Customize.
Lines in use | Concurrent lines in use vs total configured cap (for example 17 / 37), percent of cap, and how many queues are currently at cap. |
On a call | Callers currently connected / talking with an agent. |
Waiting for agent | Callers in queue waiting to be answered. |
In IVR | Callers still in the IVR (pre-queue). |
Approaching SLA | Callers within the approaching window (for example within 60s of the answer-time target). |
Needs attention | Callers past the attention threshold (waiting too long or otherwise flagged). |
Longest wait | Duration of the longest current wait. Shows “-” when nobody is waiting. |
View filters
Use the filter row under the KPI strip to change how callers are grouped and which states are shown.
By queue flow | Groups activity by queue flow. |
By queue | One card per queue (typical vendor / campaign queue view). |
All callers | Caller-centric list across queues. |
Everywhere | Shows all live states together. |
On a call | Limits the board to callers currently on a call. |
Waiting | Limits the board to callers waiting for an agent. |
In IVR | Limits the board to callers still in IVR. |
Needs attention only | Limits the board to callers that need attention. |
Queue cards (vendors, concurrency, performance)
Each card is a queue (often one vendor or lead source). Use cards to compare concurrency and performance side by side and to spot queues that are full.
Queue name | Queue label at the top of the card. |
Lines in use (n / max) | Current concurrent lines vs that queue's cap. Full bars mean the queue is saturated. |
Concurrent-cap meter | Horizontal fill bar for line usage. Toggle visibility in Customize › Queue card content. |
AT CAP — new callers rejected | Red status when the queue is at its concurrent-line cap. New callers are not accepted until a line frees up. |
On a call lane | Live list of callers on a call: phone number, agent (“with {Name}”), and live duration. |
Waiting for agent lane | Live list of callers waiting in that queue. |
avg talk | Average talk time for the queue's current / recent connected calls. |
Billable / spend / CPA | Billable counts, rate or spend, and cost per acquisition for the queue. How sales are counted is set under Billable / CPA counting in Customize. |
Show more | Expands the on-a-call list when the card has more callers than the collapsed view shows. |
Practical floor use: when several vendor cards show AT CAP, pause or rebalance inbound for those vendors, free agent capacity, or raise the queue concurrent-call cap in Queue Settings if that is intentional. Use avg talk and CPA together to compare vendor quality, not only volume.
Customize the wallboard (per employee)
Click Customize to open the side panel. It states “Saved to this browser only.” That is intentional: each employee can keep a different layout on their own computer without changing anyone else's view or agency-wide settings.
How to save your personal layout
On Live Wallboard, click Customize (gear) in the top right.
Pick a Quick focus preset, or adjust the sections below by hand.
Set Sort cards by and Cards per row for how vendor cards are arranged.
Toggle Sections, KPI tiles, and Queue card content to show only what you need.
Choose Billable / CPA counting so CPA matches how your team measures sales.
Click Done. Your choices stay on this browser until you change them or click Reset to default.
Customize panel controls
Quick focus — Balanced (default) | Default mix of KPIs and card content for general floor monitoring. |
Quick focus — IVR focus | Emphasizes IVR / pre-queue monitoring. |
Quick focus — Queues & performance | Emphasizes queue cards, concurrency meters, and performance / billable metrics. |
Quick focus — Waiting calls | Emphasizes waiting callers and attention states. |
Sort cards by | Needs attention, Queue name, Most active, or Longest wait. |
Cards per row | Wide (1), Standard (2), or Compact (3). Wider cards show more caller detail; compact fits more vendors on screen. |
Sections (stack order) | Show/hide and reorder KPI strip, Queue / flow / caller view, and Agent status & billable footer. |
KPI tiles | Per-tile checkboxes for Lines in use, On a call, Waiting for agent, In IVR, Approaching SLA, Needs attention, Longest wait. |
Queue card content | Toggles for On a call lane, Waiting for agent lane, Concurrent-cap meter, and Billable / spend. |
Billable / CPA counting | Dispo Count, Linked Policies, Products Entered, or Products with Dispo Fallback. Controls how sales are counted for CPA on cards. |
Product metrics on cards | When on, shows product-level metrics on queue cards. |
Reset to default | Restores the Balanced default layout for this browser. |
Done | Closes the panel. Current choices remain saved to this browser. |
Put Live Wallboard on your desktop
Live Wallboard is a browser page. To keep it one click away (and optionally in its own window without the rest of the Dialer chrome), create a Chrome desktop shortcut or install it as an app window. Do this on each employee's computer after they set their Customize preferences on that browser.
Option A — Chrome: Create shortcut (recommended)
Open Live Wallboard and sign in so the page loads with your agency context.
Apply your Customize settings and click Done.
In Chrome, open the browser menu (⋮) → Cast, save, and share → Create shortcut… (older Chrome: More tools → Create shortcut…).
Name it (for example “Live Wallboard”) and check Open as window.
Click Create. Chrome adds an app shortcut.
On Mac: open Finder → Applications (or Chrome Apps), then drag Live Wallboard to the Desktop and/or Dock. On Windows: the shortcut appears on the Desktop; pin it to the taskbar if you want.
Open the shortcut. You get a dedicated window on the wallboard URL. Stay signed in so the board keeps refreshing.
Option B — Chrome / Edge: Install as app (when offered)
Open Live Wallboard in Chrome or Edge.
If the browser shows an Install icon in the address bar, click it and confirm. Or use the browser menu → Install EnrollHere / Install this site as an app.
Open the installed app from Desktop, Dock, or the Start menu / Launchpad.
Tips for a wallboard monitor
Use a dedicated browser profile or computer for the floor TV so Customize settings are not overwritten by day-to-day browsing.
Prefer Compact (3) cards per row on large monitors when you manage many vendors; use Wide (1) when you need full caller lists.
Pair “Queues & performance” focus with Concurrent-cap meter and Billable / spend on when you are actively managing vendor concurrency and CPA.
Layouts do not sync across employees or browsers. Rebuild Customize on each workstation.