Operations Dashboard

The Operations Dashboard shows call volume and hold metrics for supervisors and admins on Cisco VRS. Open it from the VRS application menu (Operations Dashboard). Choose a date range and optional skill group, then use Apply. Metrics refresh about every five minutes; use Refresh to reload immediately.

• Access: users with the admin or supervisor Keycloak realm role. Agents cannot open the dashboard. Ops Dashboard uses the same existing supervisor role as Media Recordings (no new role). Role and department setup: VRS Authorization & Permissions and Setup Keycloak for VRS.

• Metrics are calculated at call level (multi-leg sessions count as one interaction).

• Figures are scoped to the signed-in tenant.

Filters

The dashboard toolbar defines which recorded sessions feed every widget:

• From — start of the reporting interval

• To — end of the reporting interval

• Skill group — optional filter (skill/queue names in range; All skill groups when empty)

The default range is the current day. Change From/To to review other days.

Filters (From, To, Skill group):

Use Skill group to limit all tiles, charts, and the skill table to sessions for that skill/queue only. Clearing the selection returns to all skill groups in the date range.

Skill group dropdown:

Apply and Refresh

After changing From/To and/or Skill group:

• Apply — reloads metrics for the new filters

• Refresh — reloads with the current filters (same as a manual poll)

Auto-refresh runs about every 5 minutes. On failure, the last successful data stays on screen with an error hint. The Updated indicator shows the last successful refresh time.

Apply and Refresh after filter changes:

KPI widgets

The top KPI cards give at-a-glance ops health for the selected period:

Six KPI widgets:

Call direction

The Call direction chart shows Inbound and Outbound (and Other if present), with counts and percentages for the same filters as the KPI cards.

Call direction chart:

Interactions by hour

The Interactions by hour chart shows hours 0–23 for how traffic is distributed across the day. For multi-day ranges, values are averaged per hour-of-day; empty hours show as zero. Hours follow the VRS server / configured application timezone.

Interactions by hour:

Skill groups table

The Skill groups table breaks down volume and hold metrics per Cisco skill/queue. Columns include Skill / Queue, Interactions, Avg duration (when shown), Avg hold, and Long holds.

• Skill / Queue

• Interactions

• Avg duration (or related duration metrics, when shown)

• Avg hold

• Long holds (threshold-aware)

Blank or unassigned queues may be omitted from this named-skill breakdown.

Skill groups table:

Limitations