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Overview

CSC_INTERACTIONS_V is a Customer Care (CSC) view owned by the APPS schema in Oracle E-Business Suite 12.1.1 and 12.2.2. It is defined over JTF_IH_INTERACTIONS, the base table in the Interaction History (JTF_IH) schema that stores individual customer interaction records generated through the Telephony, Customer Care, and Interaction History frameworks. The view presents a denormalized, reporting-friendly projection of interaction data for a given party (customer, contact, or organization), enriching the raw interaction rows with descriptive lookup values pulled from the Interaction History outcome, result, and reason translation tables, and with the party name from HZ_PARTIES.

The stated purpose of the view is to retrieve interaction details for a party. It is therefore intended for reporting and integration scenarios where an application or concurrent program needs a flat, human-readable list of interactions associated with a specific party_id, including the coded and described outcome, result, and reason for each interaction. Because it is an APPS-owned view, it is accessible to custom reports, OAF pages, and interfaces that operate under the APPS schema or an appropriately privileged custom schema.

Underlying Base Objects

The ETRM 12.2.2 metadata documents the following referenced base objects, all accessed through synonyms:

• JTF_IH_INTERACTIONS — the driving table; the primary source of all interaction columns.
• HZ_PARTIES — joined on PARTY_ID to supply PARTY_NAME.
• JTF_IH_OUTCOMES_TL — outer-joined on OUTCOME_ID to supply outcome code and description.
• JTF_IH_RESULTS_TL — outer-joined on RESULT_ID to supply result code and description.
• JTF_IH_REASONS_TL — outer-joined on REASON_ID to supply reason code and description (REA_DESC).
• JTF_RS_RESOURCE_EXTNS_VL — a resource extension view referenced for resource-related enrichment.

The three _TL translation tables are joined with the outer-join operator (+) and constrained by LANGUAGE(+) = USERENV('LANG'), so descriptions are returned in the session language and missing translations do not eliminate interaction rows. The join to JTF_IH_INTERACTIONS on PARTY_ID is an inner join, meaning only interactions tied to an existing HZ_PARTIES record are returned.

Key Columns

• INTERACTION_ID and ROW_ID — the primary identifier and the ROWID of the underlying interaction row.
• PARTY_ID, PARTY_NAME — the party associated with the interaction and its display name.
• START_DATE_TIME, END_DATE_TIME, DURATION — interaction timing attributes.
• OUTCOME_ID, OUTCOME_CODE, OUT_DESC — the outcome lookup and its translated description.
• RESULT_ID, RESULT_CODE, RSL_DESC — the result lookup and its translated description.
• REASON_ID, REASON_CODE, REA_DESC — the reason lookup and its translated description. REA_DESC is the column most often targeted by users searching this view.
• METHOD_CODE, SOURCE_CODE, SOURCE_CODE_ID — classification of how the interaction was conducted and originated.
• FOLLOW_UP_ACTION, INTERACTION_INTERS_ID — follow-up and inter-interaction linkage attributes.
• PRODUCTIVE_TIME_AMOUNT, NON_PRODUCTIVE_TIME_AMOUNT, WRAP_UP_TIME_AMOUNT, PREVIEW_TIME_AMOUNT, INTER_INTERACTION_DURATION — time-accounting measures.
• OBJECT_ID, OBJECT_TYPE, OBJECT_VERSION_NUMBER, SCRIPT_ID, REFERENCE_FORM — object and scripting context.
• ATTRIBUTE_CATEGORY and ATTRIBUTE1 through ATTRIBUTE15 — the standard DFF flex columns.
• Audit columns CREATION_DATE, CREATED_BY, LAST_UPDATE_DATE, LAST_UPDATED_BY, LAST_UPDATE_LOGIN.

Common Use Cases and Queries

Typical scenarios include customer service dashboards, interaction history reports for a contact center agent, extraction of reason and outcome analytics, and integration feeds that require described interaction data. A basic query retrieving interaction details with reason descriptions for a party follows:

SELECT interaction_id, party_id, party_name, start_date_time, method_code, outcome_code, out_desc, result_code, rsl_desc, reason_code, rea_desc FROM csc_interactions_v WHERE party_id = :p_party_id ORDER BY start_date_time DESC;

Because REA_DESC is frequently the search target, a common variant filters or groups on the reason description to analyze why interactions occur:

SELECT rea_desc, COUNT(*) FROM csc_interactions_v WHERE start_date_time >= :p_from_date GROUP BY rea_desc ORDER BY 2 DESC;

Analysts should note the inner join to HZ_PARTIES: interactions lacking a valid party will not appear. Outer joins to the translation tables mean OUT_DESC, RSL_DESC, and REA_DESC may be null when no lookup value or translation exists, so reports should handle nulls explicitly. For performance, filter on PARTY_ID or START_DATE_TIME where possible, as the view does not itself apply predicates beyond the language constraints.