Search Results inter_interaction_duration

Overview

CS_SR_INTERACTIONS_V is an Oracle EBS Applications (APPS) schema view in the CS – Service product family. It presents the complete set of interaction records associated with service requests, denormalizing the interaction header with descriptive translations and resource (agent) details so that the data can be consumed directly by reports, concurrent programs, OAF/Forms pages, and integration interfaces without additional joins. The view is documented as VALID in both Oracle EBS 12.1.1 and 12.2.2 and is owned by APPS.

Because the view resolves foreign keys to human-readable names — party names, outcome/result/reason short descriptions, and the agent resource name — it is particularly useful when reporting on customer interactions or when external systems need a flat representation of interaction activity. It exposes the standard EBS audit columns and multitenant-friendly attributes that reporting layers expect.

Underlying Base Objects

The view is defined over the following documented base objects:

• JTF_IH_INTERACTIONS (SYNONYM) — the interaction header table; supplies INTERACTION_ID, dates, durations, method/source codes, and foreign keys.
• HZ_PARTIES (SYNONYM) — aliased twice (HZ and HZ1) to resolve the account party (PARTY_NAME) and the contact party (CONTACT_PARTY_NAME).
• JTF_IH_OUTCOMES_TL, JTF_IH_RESULTS_TL, JTF_IH_REASONS_TL (SYNONYMS) — translation tables joined with OUTER joins filtered by USERENV('LANG'), supplying OUT_DESC, RSL_DESC, and REA_DESC.
• JTF_RS_RESOURCE_EXTNS_VL (VIEW) — resolves RESOURCE_ID to RESOURCE_NAME, exposed in this view as AGENT_NAME.

Joins to the TL tables and to HZ1 are outer joins; the joins to HZ_PARTIES (HZ), JTF_IH_INTERACTIONS, and JTF_RS_RESOURCE_EXTNS_VL are inner joins.

Key Columns

• INTERACTION_ID, ROW_ID — primary identifier and row locator.
• PARTY_ID / PARTY_NAME — the customer/account the interaction belongs to; CONTACT_PARTY_ID / CONTACT_PARTY_NAME — the specific contact.
• RESOURCE_ID / AGENT_NAME — the agent or resource who handled the interaction; agent_name is the searched column and maps to JTF_RS_RESOURCE_EXTNS_VL.RESOURCE_NAME.
• START_DATE_TIME, END_DATE_TIME, DURATION — interaction timing.
• OUTCOME_ID/OUTCOME_CODE/OUT_DESC, RESULT_ID/RESULT_CODE/RSL_DESC, REASON_ID/REASON_CODE/REA_DESC — coded and descriptive outcome, result, and reason.
• METHOD_CODE, SOURCE_CODE, SOURCE_CODE_ID, SCRIPT_ID, REFERENCE_FORM — channel and routing context.
• PRODUCTIVE_TIME_AMOUNT, NON_PRODUCTIVE_TIME_AMOUNT, PREVIEW_TIME_AMOUNT, WRAP_UP_TIME_AMOUNT, INTER_INTERACTION_DURATION — time accounting measures.
• OBJECT_ID, OBJECT_TYPE, OBJECT_VERSION_NUMBER — polymorphic link to the owning object (e.g., service request).
• CREATION_DATE, CREATED_BY, LAST_UPDATE_DATE, LAST_UPDATED_BY, LAST_UPDATE_LOGIN — audit columns.

Common Use Cases and Queries

Typical scenarios include service-request interaction history reports, agent productivity and talk-time analysis, and integration extracts keyed by interaction or service request.

• Agent-level reporting: filter or group by AGENT_NAME to measure interactions per resource.
• Service request drill-down: constrain by OBJECT_ID/OBJECT_TYPE to retrieve all interactions for a given SR.
• Contact/customer 360 views: join PARTY_ID or CONTACT_PARTY_ID to party tables for a customer interaction timeline.

Sample query — interactions and agents for a specific customer:

SELECT i.interaction_id,
       i.party_name,
       i.agent_name,
       i.start_date_time,
       i.outcome_code,
       i.out_desc
  FROM apps.cs_sr_interactions_v i
 WHERE i.party_id = :p_party_id
   AND i.start_date_time BETWEEN :p_from AND :p_to
 ORDER BY i.start_date_time DESC;

Because the view performs the TL and resource joins internally, callers should expect language-dependent descriptions and must account for outer-joined columns that may be NULL when no code is assigned.