Wallboard is a cloud-native, real-time monitoring platform designed to give contact center supervisors and managers instant visibility into live call activity and agent performance. By integrating directly with Twilio Voice APIs and running on a modern React + Socket.IO dashboard, Wallboard ensures decision-makers always have the insights they need—without waiting for reports or refreshing their screens.
Built with Dockerized microservices and deployed on Google Cloud Platform (GCP), Wallboard delivers enterprise-level scalability, reliability, and secure access. With centralized logging powered by Sumo Logic, every transaction, call event, and system interaction is fully traceable, helping organizations maintain compliance and operational excellence.
Key Technologies
- Twilio – Voice API Integration
Provides real-time access to call and queue data, enabling Wallboard to display up-to-the-second information on customer interactions. - React – Interactive Dashboard
A responsive, modern interface that gives supervisors a clear, real-time view of queues, active calls, wait times, and agent performance metrics. - Socket.IO – Live Updates
Powers instant, bidirectional communication so that all dashboards update in real time without the need for manual refresh. - Google Cloud Platform (GCP)
Offers cloud-native scalability, secure data storage, API hosting, authentication services, and seamless integration with enterprise systems. - Docker – Containerized Services
Ensures quick deployment, CI/CD compatibility, and efficient scaling of microservices across multiple environments. - Sumo Logic – Centralized Logging & Monitoring
Aggregates logs and system metrics, enabling supervisors and DevOps teams to monitor performance, troubleshoot quickly, and meet compliance requirements.
Core Features
- Live Queue Monitoring
Displays real-time queue statistics, including active calls, call wait times, abandoned calls, and agent availability, empowering supervisors to act before SLAs are breached. - Custom Alerts
Configurable visual and audio alerts for overloaded queues, SLA thresholds, or unexpected spikes in call volume—ensuring proactive issue management. - Comprehensive Logging & Analytics
Unified system and call logs through Sumo Logic, enabling compliance tracking, system health monitoring, and detailed operational insights. - User Management & Access Control
Secure supervisor access, role-based permissions, and multi-site support for distributed teams across geographies. - Scalability & Flexibility
Containerized with Docker and hosted on GCP, Wallboard can easily scale up or down to meet the needs of small call centers or enterprise contact operations.
Business Impact
- Instant Decision-Making: Supervisors can respond to live queue activity in real time, reducing customer wait times and abandoned calls.
- Operational Efficiency: Automated alerts and monitoring reduce the burden on supervisors and improve SLA compliance.
- Customer Experience: Faster response to queue overloads translates directly into higher satisfaction and retention rates.
- Compliance & Transparency: Centralized logging ensures regulatory and organizational compliance while providing historical analytics.
Skills & Tech Stack
Skills: Twilio · React · Node.js · Express.js · Socket.IO · Docker · Google Cloud Platform (GCP) · Sumo Logic