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Overview

The CSY_RESOLUTION_QLTY table is a core data warehouse table within the Oracle E-Business Suite Service (CS) module, specifically for releases 12.1.1 and 12.2.2. It functions as a summary table designed to store aggregated quality metrics for the resolution of Service Requests (SRs). Its primary role is to enable performance and quality analysis for support agents and, critically, for support groups. By pre-aggregating resolution data, it provides a foundation for efficient reporting on key performance indicators (KPIs) related to incident resolution effectiveness, quality, and trends over time.

Key Information Stored

The table's structure is designed to support multi-dimensional analysis. Key columns include SUMMARY_DATE for temporal analysis and OWNER_TYPE to distinguish between individual agents and groups. The INCIDENT_OWNER_ID holds the identifier for the specific agent or group, while INCIDENT_SEVERITY_ID categorizes the urgency of the resolved incidents. For product-related analysis, it stores INV_ORGANIZATION_ID and INVENTORY_ITEM_ID. Most importantly for quality tracking, it holds the RESOLUTION_CODE and PROBLEM_CODE, which are the standardized codes used to classify how and why an SR was closed. The primary key constraint CSY_RESOLUTION_QLTY_PK enforces uniqueness across the combination of these core dimensions.

Common Use Cases and Queries

This table is central to generating agent and group performance dashboards. Common use cases include calculating first-contact resolution rates, analyzing the most common resolution and problem codes by product or severity, and tracking resolution quality trends month-over-month. A typical reporting query might aggregate data to show resolution code distribution for a specific support group.

Sample Query (Group Performance): SELECT summary_date, resolution_code, COUNT(*) FROM csy_resolution_qly WHERE owner_type = 'GROUP' AND incident_owner_id = :group_id GROUP BY summary_date, resolution_code ORDER BY summary_date DESC;
Sample Query (Severity Analysis): SELECT incident_severity_id, problem_code, COUNT(*) FROM csy_resolution_qly WHERE summary_date BETWEEN :start_date AND :end_date GROUP BY incident_severity_id, problem_code;

Related Objects

Based on its documented primary key columns, CSY_RESOLUTION_QLTY has implicit relationships with several foundational Service module tables. These relationships are typically defined via foreign key constraints in transactional tables that feed this summary. Key related objects include:

CS_INCIDENTS_ALL_B (Service Requests): Likely joined on INCIDENT_ID to source the resolution details.
JTF_RS_RESOURCE_EXTNS / JTF_RS_GROUPS_B: Related via INCIDENT_OWNER_ID to resolve agent or group names, depending on OWNER_TYPE.
CS_INCIDENT_SEVERITIES_B: Joined on INCIDENT_SEVERITY_ID to get the severity name and description.
MTL_SYSTEM_ITEMS_B: Joined on INVENTORY_ITEM_ID and INV_ORGANIZATION_ID to get the product item details.
CS_RESOLUTION_CODES_B / CS_PROBLEM_CODES_B: Joined on RESOLUTION_CODE and PROBLEM_CODE, respectively, to get the meaningful code descriptions for reporting.

Table: CSY_RESOLUTION_QLTY 12.1.1
owner:CS, object_type:TABLE, fnd_design_data:CS.CSY_RESOLUTION_QLTY, object_name:CSY_RESOLUTION_QLTY, status:VALID, product: CS - Service , description: This table Service Request Resolution quality summary for agents and groups , implementation_dba_data: CS.CSY_RESOLUTION_QLTY ,
Table: CSY_RESOLUTION_QLTY 12.2.2
owner:CS, object_type:TABLE, fnd_design_data:CS.CSY_RESOLUTION_QLTY, object_name:CSY_RESOLUTION_QLTY, status:VALID, product: CS - Service , description: This table Service Request Resolution quality summary for agents and groups , implementation_dba_data: CS.CSY_RESOLUTION_QLTY ,
Table: CSY_RESPONSE_RESOLUTIONS 12.2.2
owner:CS, object_type:TABLE, fnd_design_data:CS.CSY_RESPONSE_RESOLUTIONS, object_name:CSY_RESPONSE_RESOLUTIONS, status:VALID, product: CS - Service , description: This table contains summary of service request data by agents and groups. The service request summary contained in this table is: Backlog position for agent and group,. Number of Service Request Responded, Number of Service Request Resolved , implementation_dba_data: CS.CSY_RESPONSE_RESOLUTIONS ,
Table: CSY_RESPONSE_RESOLUTIONS 12.1.1
owner:CS, object_type:TABLE, fnd_design_data:CS.CSY_RESPONSE_RESOLUTIONS, object_name:CSY_RESPONSE_RESOLUTIONS, status:VALID, product: CS - Service , description: This table contains summary of service request data by agents and groups. The service request summary contained in this table is: Backlog position for agent and group,. Number of Service Request Responded, Number of Service Request Resolved , implementation_dba_data: CS.CSY_RESPONSE_RESOLUTIONS ,