Search Results cs_interactions

Overview

CS_INTERACTIONS_V is a Service (CS) module view that presents interaction records captured in Oracle E-Business Suite Release 12.1.1 and 12.2.2. An interaction represents a logged communication or touch point between the enterprise and a customer, contact, or other party — for example a phone call, e-mail, visit, or web contact. The view denormalizes the underlying transactional table by joining customer, contact, employee, operating unit, comment, and lookup data into a single flattened row, so that reporting tools, concurrent programs, and integration interfaces can retrieve human-readable interaction details without reproducing the join logic. The ETRM record classifies the object as "Retrofitted," indicating it was carried forward from an earlier release rather than newly implemented, and the documented implementation note states that it is "Not implemented in this database" for the captured environment. This means the view may exist in a given instance only if the corresponding Service patch or feature set has been applied; consumers should verify its presence in ALL_VIEWS before depending on it. The search term "interaction_type" corresponds directly to the INTERACTION_TYPE column exposed by this view, which returns the lookup meaning associated with INTERACTION_TYPE_CODE.

Underlying Base Objects

The view text defines CS_INTERACTIONS as the driving table, aliased CI, which holds the interaction transaction rows. The documented base objects referenced by the view are:

• CS_INTERACTIONS (CI) — the primary interaction records.
• RA_CUSTOMERS (CUST) — customer name and customer number, joined on CUSTOMER_ID.
• RA_CONTACTS (CONT) — contact first and last name, joined with an outer join on CONTACT_ID.
• CS_LOOKUPS (LK1–LK4) — decode tables supplying lookup MEANING values for interaction type, category, method, and document.
• PER_PEOPLE_X (PER) — employee full name, joined on EMPLOYEE_ID.
• CS_COMMENTS (COM) — free-text interaction notes.
• HR_OPERATING_UNITS (OP) — operating unit name, joined on ORG_ID.

The lookup joins are mandatory and filtered by LOOKUP_TYPE values of 'INTERACTION_TYPE', 'INTERACTION_CATEGORY', 'INTERACTION_METHOD', and 'INTERACTION_DOCUMENT' respectively, so any interaction whose code lacks a matching lookup row is excluded from the result set. The contact join is outer, and the view applies NVL(CI.PUBLIC_FLAG, 'N') to normalize the public flag.

Key Columns

Primary identifiers and audit columns include ROW_ID (CI.ROWID), INTERACTION_ID, CUSTOMER_ID, CONTACT_ID, and ORG_ID. Descriptive attributes include CUSTOMER_NAME, CUSTOMER_NUMBER, CONTACT_FIRSTNAME, CONTACT_LASTNAME, EMPLOYEE_NAME, OPERATING_UNIT, PHONE_AREA_CODE, PHONE_NUMBER, PHONE_EXTENSION, FAX_AREA_CODE, FAX_NUMBER, and EMAIL_ADDRESS. The lookup-derived columns are INTERACTION_TYPE (from INTERACTION_TYPE_CODE), INTERACTION_CATEGORY, INTERACTION_METHOD, and INTERACTION_DOCUMENT; INTERACTION_TYPE is the column most frequently queried in this view. Temporal and classification columns include INTERACTION_DATE, INTERACTION_TYPE_CODE, SOURCE_DOCUMENT_ID, SOURCE_DOCUMENT_NAME, SOURCE_DOCUMENT_STATUS, REFERENCE_FORM, PARENT_INTERACTION_ID, FOLLOW_UP_ACTION, and PUBLIC_FLAG. NOTES carries the comment text. ATTRIBUTE_CATEGORY and ATTRIBUTE1 through ATTRIBUTE15 provide the standard descriptive flexfield segments.

Common Use Cases and Queries

Typical scenarios include measuring interaction volumes by type, method, or category; identifying all interactions linked to a customer or contact; and exporting interaction history for downstream CRM or analytics platforms.

• Interaction counts by type: SELECT interaction_type, COUNT(*) FROM cs_interactions_v GROUP BY interaction_type;
• Recent interactions for a customer: SELECT interaction_id, interaction_date, interaction_type, contact_lastname FROM cs_interactions_v WHERE customer_number = :p_cust AND interaction_date >= :p_from ORDER BY interaction_date DESC;
• Interactions by employee: SELECT employee_name, interaction_type, interaction_date FROM cs_interactions_v WHERE org_id = :p_org_id;
• Follow-up tracking: SELECT interaction_id, follow_up_action FROM cs_interactions_v WHERE follow_up_action IS NOT NULL;

Because the lookup joins are inner, reports should not rely on the view to surface interactions with unmapped or inactive codes; joining CS_LOOKUPS directly against CS_INTERACTIONS is preferable in those cases.