Search Results interactions_id

Overview

BIX_INTERACTIONS is the central repository within Oracle E-Business Suite for interaction data captured from Oracle Universal Work Queue (UWQ). The table belongs to the BIX – Interaction Center Intelligence product family, a component of the Oracle Telephony/Interaction Center (TeleService) technology stack. It stores a consolidated record of each customer interaction — inbound or outbound calls, campaign contacts, and related telephony activity — along with the timing, routing, and outcome metrics that drive contact-center analytics and agent-performance reporting.

As noted in the ETRM metadata, the BIX product line is classified as Obsolete, and the object is documented as "Not implemented in this database" in the reference environment. It nonetheless remains present in legacy 12.1.1 and 12.2.2 instances where Interaction Center Intelligence was originally deployed, and it is frequently encountered during upgrades, data migrations, and historical reporting reviews.

From a Data Vault modeling perspective, the mined foreign-key structure suggests a hub-leaning classification. BIX_INTERACTIONS holds the interaction identity (INTERACTIONS_ID, INTERACTION_IDENTIFICATION) as its durable business concept, while references to JTF_IH_SCRIPTS and FND_SECURITY_GROUPS behave as link-style relationships. The descriptive measures (timing, outcome, resolution) would conventionally be modeled as satellites hanging off the hub.

Key Information Stored

The table contains 46 columns, owned by the BIX schema, and is defined with the primary key constraint BIX_INTERACTIONS_PK on INTERACTIONS_ID. This surrogate key uniquely identifies each interaction row. In addition to the surrogate key, INTERACTION_IDENTIFICATION functions as the primary business-key candidate, representing the externally visible interaction identifier surfaced in the Interaction Center UI.

• INTERACTIONS_ID — Surrogate primary key; the unique row identifier for each interaction record.
• INTERACTION_IDENTIFICATION — Business-key identifier for the interaction, used for external reference and reconciliation.
• MEDIA_ITEM_TYPE / MEDIA_ITEM_REF — Type of media (e.g., phone, e-mail) and its reference, describing the channel through which the interaction occurred.
• INTERACTION_TYPE / INTERACTION_SUBTYPE / INTERACTION_CLASSIFICATION — Taxonomic descriptors used for routing logic and reporting hierarchy.
• PARTY_ID, ANI, DNIS — The customer or party involved, plus the Automatic Number Identification and Dialed Number Information Service values captured at the telephony layer.
• RESOURCE_ID / RESOURCE_GROUP_ID — The agent (resource) who handled the interaction and the resource group to which they belong.
• START_TS / COMPLETED_TS — Timestamps bounding the interaction lifecycle.
• PARTY_WAIT_TIME / TALK_TIME / WRAP_TIME — Core handling metrics used for service-level and agent-productivity analysis.
• OUTCOME_ID / RESULT_ID / REASON_ID — Coded dispositions describing how the interaction concluded.
• CAMPAIGN_ID / LIST_ID / SCRIPT_ID — Campaign and scripting context for outbound interactions.
• FIRST_INTERACTION_RESOLN_FLAG, RESOLUTION_TIME — First-contact-resolution indicator and elapsed resolution time.
• SALES_QUOTES, LEADS_GENERATED, AMOUNT_COLLECTED, PROMISE_TO_PAY — Outcome value metrics supporting revenue and collections reporting.
• SECURITY_GROUP_ID — Enables multi-tenant / organizational data partitioning.

Common Use Cases and Queries

BIX_INTERACTIONS supports analytical reporting on contact-center performance, agent productivity, and campaign effectiveness. Typical queries aggregate timing metrics by agent, interaction type, or time period.

Agent productivity report — total handled interactions and average talk time per resource:

SELECT resource_id, COUNT(*) interactions, AVG(talk_time) avg_talk, AVG(wrap_time) avg_wrap
FROM bix_interactions
WHERE start_ts BETWEEN :p_from AND :p_to
GROUP BY resource_id;

Campaign effectiveness — quotes and leads attributable to outbound campaign activity:

SELECT campaign_id, SUM(sales_quotes) quotes, SUM(leads_generated) leads, SUM(amount_collected) collected
FROM bix_interactions
WHERE campaign_id IS NOT NULL
GROUP BY campaign_id;

First-contact-resolution tracking:

SELECT interaction_type, COUNT(*) total,
SUM(CASE WHEN first_interaction_resoln_flag = 'Y' THEN 1 ELSE 0 END) resolved_first
FROM bix_interactions GROUP BY interaction_type;

Because the table is flagged obsolete, these patterns are most often used for historical data extraction into a modern analytics platform rather than for new development within EBS.

Related Objects

The FK relationships documented in the ETRM metadata identify the following significant dependencies:

• BIX_INTERACTIONS_INF — References BIX_INTERACTIONS via INTERACTIONS_ID. This child table holds supplementary interaction information and should be joined on that column.
• JTF_IH_SCRIPTS — Referenced by BIX_INTERACTIONS.SCRIPT_ID; provides the script presented to the agent during the interaction.
• FND_SECURITY_GROUPS — Referenced by BIX_INTERACTIONS.SECURITY_GROUP_ID; governs the security partitioning applied to each interaction row.
• Oracle Universal Work Queue (UWQ) — The upstream source system that feeds interaction records into this repository.

Joins to agent (RESOURCE_ID) and party (PARTY_ID) master data, and to campaign and outcome lookup tables, are common in reporting even where they are not captured as declared foreign keys in the documented schema.