EAP case dispatch dashboards

In Europ Assistance Polska’s alarm centre, medical and assistance cases live in a legacy Oracle system that shows lists, not workload. Supervisors could not see at a glance which cases were urgent, which consultants were online and who was overloaded, and reassigning work meant editing cases one by one. The new tool had to stay in sync with Oracle, which remained the source of truth, and cope with simultaneous edits made in both systems.

A ReactPHP feed service polls Oracle (OCI8) every 60 seconds, keeps the live state in Redis and writes assignments back in bulk every 10 seconds under an explicit conflict policy. Laravel pushes changes over WebSockets (Ratchet / laravel-websockets) to Vue 2 panels, where supervisors see cases grouped by category and urgency and consultants’ presence from Active Directory, and drag cases onto people. Wallboard endpoints feed the TV screens in the room. I designed the architecture and the sync protocol and led a team of three.

Oracle → Redis feed every 60 s, bulk write-back every 10 s

WebSocket push to Vue panels; drag-and-drop case assignment

Red / yellow / green urgency and grouping by case category

Consultant presence and sign-in via Active Directory (LDAP)

Wallboard API for TV screens, conflict policy, Excel exports

Developed and supported for three years (2020–2023); 280+ commits by a team of three

Laravel

Vue 2

WebSockets (Ratchet)

Redis

ReactPHP

Oracle (OCI8)

LDAP / AD

Docker