Search Results jtf_ih_activities




Overview
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Overview

The JTF_IH_ACTIVITIES table is a core data object within the Oracle E-Business Suite CRM Foundation (JTF) module, specifically designed for the Interaction History (IH) functionality. It serves as the central repository for recording all discrete acts performed by either a human agent or an automated system during a customer interaction. Each row in this table represents an activity, such as answering a call, placing a customer on hold, transferring the interaction, or creating a follow-up task. Its primary role is to provide a granular, auditable trail of the handling process for each customer interaction managed through the system, enabling detailed analysis of agent performance, interaction flow, and service resolution.

Key Information Stored

The table's structure is defined by its primary and foreign keys, which link it to the broader CRM data model. The primary identifier is the ACTIVITY_ID. Crucially, each activity is tied to a parent INTERACTION_ID, connecting it to the master interaction record in JTF_IH_INTERACTIONS. It also links to the specific MEDIA_ID (e.g., a phone call, email) from JTF_IH_MEDIA_ITEMS that the activity pertains to. Other significant foreign key columns define the nature and outcome of the activity: ACTION_ID (type of activity performed), RESULT_ID and OUTCOME_ID (the result and business outcome), and REASON_ID (the reason for a particular result). The table also supports linking activities to other CRM entities like TASK_ID for follow-ups, CUST_ACCOUNT_ID for the customer, and ACTION_ITEM_ID for targeted action items.

Common Use Cases and Queries

This table is fundamental for operational reporting and process analysis in customer service centers. A common use case is generating a detailed timeline of all activities for a specific customer interaction for quality assurance or dispute resolution. Another is analyzing the frequency and types of activities (e.g., transfers) to identify process inefficiencies. For reporting average handle time, queries often join JTF_IH_ACTIVITIES with JTF_IH_MEDIA_ITEMS and filter on ACTION_ID to calculate durations for specific activity types like "Answer" and "End". A typical query pattern to retrieve an interaction's activity log would be:

  • SELECT a.activity_id, act.NAME action_name, a.start_date_time, a.end_date_time FROM jtf_ih_activities a, jtf_ih_actions_tl act WHERE a.interaction_id = :p_interaction_id AND a.action_id = act.action_id AND act.language = USERENV('LANG') ORDER BY a.start_date_time;

Related Objects

The JTF_IH_ACTIVITIES table is a central hub within the Interaction History schema, with documented foreign key relationships to numerous key tables. The primary relationship is to JTF_IH_INTERACTIONS via the INTERACTION_ID column. It is directly linked to media handling through JTF_IH_MEDIA_ITEMS (MEDIA_ID). It references classification code tables: JTF_IH_ACTIONS_B (ACTION_ID), JTF_IH_RESULTS_B (RESULT_ID), JTF_IH_OUTCOMES_B (OUTCOME_ID), and JTF_IH_REASONS_B (REASON_ID). For integration with other CRM functions, it relates to JTF_TASKS_B (TASK_ID), JTF_IH_ACTION_ITEMS_B (ACTION_ITEM_ID), and HZ_CUST_ACCOUNTS (CUST_ACCOUNT_ID). It also references AMS_SOURCE_CODES (SOURCE_CODE_ID) for marketing source tracking and JTF_OBJECTS_B (DOC_REF) for document attachments. Finally, it serves as a parent table to JTF_IH_WRAP_UPS, where ACTION_ACTIVITY_ID references its ACTIVITY_ID to store post-call work data.

  • Table: JTF_IH_ACTIVITIES 12.1.1

    owner:JTF,  object_type:TABLE,  fnd_design_data:JTF.JTF_IH_ACTIVITIES,  object_name:JTF_IH_ACTIVITIES,  status:VALID,  product: JTF - CRM Foundation ,  description: An act performed by a human or automated agent as part of an Interaction. An Interaction Activity can be related to the handling of the Media Items related to the Interaction (example: answering a call, transferring a call, etc.) . An Int ,  implementation_dba_data: JTF.JTF_IH_ACTIVITIES , 

  • Table: JTF_IH_ACTIVITIES 12.2.2

    owner:JTF,  object_type:TABLE,  fnd_design_data:JTF.JTF_IH_ACTIVITIES,  object_name:JTF_IH_ACTIVITIES,  status:VALID,  product: JTF - CRM Foundation ,  description: An act performed by a human or automated agent as part of an Interaction. An Interaction Activity can be related to the handling of the Media Items related to the Interaction (example: answering a call, transferring a call, etc.) . An Int ,  implementation_dba_data: JTF.JTF_IH_ACTIVITIES , 

  • View: JTF_IH_ACTIVITIES_V 12.2.2

    owner:APPS,  object_type:VIEW,  fnd_design_data:JTF.JTF_IH_ACTIVITIES_V,  object_name:JTF_IH_ACTIVITIES_V,  status:VALID,  product: JTF - CRM Foundation ,  description: Used for generating reports for records in table JTF_IH_ACTIVITIES. ,  implementation_dba_data: APPS.JTF_IH_ACTIVITIES_V , 

  • View: JTF_IH_ACTIVITIES_V 12.1.1

    owner:APPS,  object_type:VIEW,  fnd_design_data:JTF.JTF_IH_ACTIVITIES_V,  object_name:JTF_IH_ACTIVITIES_V,  status:VALID,  product: JTF - CRM Foundation ,  description: Used for generating reports for records in table JTF_IH_ACTIVITIES. ,  implementation_dba_data: APPS.JTF_IH_ACTIVITIES_V , 

  • Table: JTF_IH_OUTCOMES_B 12.1.1

    owner:JTF,  object_type:TABLE,  fnd_design_data:JTF.JTF_IH_OUTCOMES_B,  object_name:JTF_IH_OUTCOMES_B,  status:VALID,  product: JTF - CRM Foundation ,  description: The outcome of an interaction. Example: Contact. Busy. ,  implementation_dba_data: JTF.JTF_IH_OUTCOMES_B , 

  • Table: JTF_IH_ACTIONS_B 12.1.1

    owner:JTF,  object_type:TABLE,  fnd_design_data:JTF.JTF_IH_ACTIONS_B,  object_name:JTF_IH_ACTIONS_B,  status:VALID,  product: JTF - CRM Foundation ,  description: An act that can occur upon an Action Item. Examples: Add, Update, Delete, Inquiry. ,  implementation_dba_data: JTF.JTF_IH_ACTIONS_B , 

  • Table: JTF_IH_OUTCOMES_B 12.2.2

    owner:JTF,  object_type:TABLE,  fnd_design_data:JTF.JTF_IH_OUTCOMES_B,  object_name:JTF_IH_OUTCOMES_B,  status:VALID,  product: JTF - CRM Foundation ,  description: The outcome of an interaction. Example: Contact. Busy. ,  implementation_dba_data: JTF.JTF_IH_OUTCOMES_B , 

  • View: JTF_IH_NOTES_ACT_VL 12.2.2

    owner:APPS,  object_type:VIEW,  fnd_design_data:JTF.JTF_IH_NOTES_ACT_VL,  object_name:JTF_IH_NOTES_ACT_VL,  status:VALID,  product: JTF - CRM Foundation ,  description: Allows to view JTF notes attached to Activities ,  implementation_dba_data: APPS.JTF_IH_NOTES_ACT_VL , 

  • View: JTF_IH_NOTES_ACT_VL 12.1.1

    owner:APPS,  object_type:VIEW,  fnd_design_data:JTF.JTF_IH_NOTES_ACT_VL,  object_name:JTF_IH_NOTES_ACT_VL,  status:VALID,  product: JTF - CRM Foundation ,  description: Allows to view JTF notes attached to Activities ,  implementation_dba_data: APPS.JTF_IH_NOTES_ACT_VL , 

  • Table: JTF_IH_ACTION_ITEMS_B 12.1.1

    owner:JTF,  object_type:TABLE,  fnd_design_data:JTF.JTF_IH_ACTION_ITEMS_B,  object_name:JTF_IH_ACTION_ITEMS_B,  status:VALID,  product: JTF - CRM Foundation ,  description: An item upon which an act can occur. Example: Order, Quote, Service Request, E-Mail, Phone Call. ,  implementation_dba_data: JTF.JTF_IH_ACTION_ITEMS_B , 

  • Table: JTF_IH_ACTIONS_B 12.2.2

    owner:JTF,  object_type:TABLE,  fnd_design_data:JTF.JTF_IH_ACTIONS_B,  object_name:JTF_IH_ACTIONS_B,  status:VALID,  product: JTF - CRM Foundation ,  description: An act that can occur upon an Action Item. Examples: Add, Update, Delete, Inquiry. ,  implementation_dba_data: JTF.JTF_IH_ACTIONS_B , 

  • Table: JTF_IH_RESULTS_B 12.1.1

    owner:JTF,  object_type:TABLE,  fnd_design_data:JTF.JTF_IH_RESULTS_B,  object_name:JTF_IH_RESULTS_B,  status:VALID,  product: JTF - CRM Foundation ,  description: The result of an interaction or an activity. Example: The interaction resulted in a sale. ,  implementation_dba_data: JTF.JTF_IH_RESULTS_B , 

  • Table: JTF_IH_RESULTS_B 12.2.2

    owner:JTF,  object_type:TABLE,  fnd_design_data:JTF.JTF_IH_RESULTS_B,  object_name:JTF_IH_RESULTS_B,  status:VALID,  product: JTF - CRM Foundation ,  description: The result of an interaction or an activity. Example: The interaction resulted in a sale. ,  implementation_dba_data: JTF.JTF_IH_RESULTS_B , 

  • Table: JTF_IH_ACTION_ITEMS_B 12.2.2

    owner:JTF,  object_type:TABLE,  fnd_design_data:JTF.JTF_IH_ACTION_ITEMS_B,  object_name:JTF_IH_ACTION_ITEMS_B,  status:VALID,  product: JTF - CRM Foundation ,  description: An item upon which an act can occur. Example: Order, Quote, Service Request, E-Mail, Phone Call. ,  implementation_dba_data: JTF.JTF_IH_ACTION_ITEMS_B , 

  • Table: JTF_IH_WRAP_UPS 12.2.2

    owner:JTF,  object_type:TABLE,  fnd_design_data:JTF.JTF_IH_WRAP_UPS,  object_name:JTF_IH_WRAP_UPS,  status:VALID,  product: JTF - CRM Foundation ,  description: This table identifies the information that has to be provided by the application inserting Interaction History records. ,  implementation_dba_data: JTF.JTF_IH_WRAP_UPS , 

  • Table: JTF_IH_WRAP_UPS 12.1.1

    owner:JTF,  object_type:TABLE,  fnd_design_data:JTF.JTF_IH_WRAP_UPS,  object_name:JTF_IH_WRAP_UPS,  status:VALID,  product: JTF - CRM Foundation ,  description: This table identifies the information that has to be provided by the application inserting Interaction History records. ,  implementation_dba_data: JTF.JTF_IH_WRAP_UPS , 

  • View: JTF_IH_ALL_NOTES_VL 12.1.1

    owner:APPS,  object_type:VIEW,  fnd_design_data:JTF.JTF_IH_ALL_NOTES_VL,  object_name:JTF_IH_ALL_NOTES_VL,  status:VALID,  product: JTF - CRM Foundation ,  description: Allows to view JTF Notes attched to Interactions ,  implementation_dba_data: APPS.JTF_IH_ALL_NOTES_VL , 

  • View: JTF_IH_ALL_NOTES_VL 12.2.2

    owner:APPS,  object_type:VIEW,  fnd_design_data:JTF.JTF_IH_ALL_NOTES_VL,  object_name:JTF_IH_ALL_NOTES_VL,  status:VALID,  product: JTF - CRM Foundation ,  description: Allows to view JTF Notes attched to Interactions ,  implementation_dba_data: APPS.JTF_IH_ALL_NOTES_VL , 

  • Table: JTF_IH_REASONS_B 12.2.2

    owner:JTF,  object_type:TABLE,  fnd_design_data:JTF.JTF_IH_REASONS_B,  object_name:JTF_IH_REASONS_B,  status:VALID,  product: JTF - CRM Foundation ,  description: A reason for the result of an interaction or an activity. Example: The reason the interaction resulted in a no-sale was that the customer thought the product was too expensive. ,  implementation_dba_data: JTF.JTF_IH_REASONS_B , 

  • Table: JTF_IH_REASONS_B 12.1.1

    owner:JTF,  object_type:TABLE,  fnd_design_data:JTF.JTF_IH_REASONS_B,  object_name:JTF_IH_REASONS_B,  status:VALID,  product: JTF - CRM Foundation ,  description: A reason for the result of an interaction or an activity. Example: The reason the interaction resulted in a no-sale was that the customer thought the product was too expensive. ,  implementation_dba_data: JTF.JTF_IH_REASONS_B , 

  • Table: JTF_IH_MEDIA_ITEMS 12.1.1

    owner:JTF,  object_type:TABLE,  fnd_design_data:JTF.JTF_IH_MEDIA_ITEMS,  object_name:JTF_IH_MEDIA_ITEMS,  status:VALID,  product: JTF - CRM Foundation ,  description: An instance of media that was processed by the system and/or its users. Media Items can be generated by a customer or by the system or an application. Media Items can be inbound (ex. Mail or call from a customer/person ) or outbound (ex. ,  implementation_dba_data: JTF.JTF_IH_MEDIA_ITEMS , 

  • Table: JTF_IH_MEDIA_ITEMS 12.2.2

    owner:JTF,  object_type:TABLE,  fnd_design_data:JTF.JTF_IH_MEDIA_ITEMS,  object_name:JTF_IH_MEDIA_ITEMS,  status:VALID,  product: JTF - CRM Foundation ,  description: An instance of media that was processed by the system and/or its users. Media Items can be generated by a customer or by the system or an application. Media Items can be inbound (ex. Mail or call from a customer/person ) or outbound (ex. ,  implementation_dba_data: JTF.JTF_IH_MEDIA_ITEMS , 

  • Table: JTF_IH_INTERACTIONS 12.2.2

    owner:JTF,  object_type:TABLE,  fnd_design_data:JTF.JTF_IH_INTERACTIONS,  object_name:JTF_IH_INTERACTIONS,  status:VALID,  product: JTF - CRM Foundation ,  description: A contact point between a customer, customer system or potential customer and a single human or automated agent (Handler and Handler Resource). An Interaction can be timed and has an outcome and result that can be tracked. Multiple Intera ,  implementation_dba_data: JTF.JTF_IH_INTERACTIONS , 

  • Table: JTF_IH_INTERACTIONS 12.1.1

    owner:JTF,  object_type:TABLE,  fnd_design_data:JTF.JTF_IH_INTERACTIONS,  object_name:JTF_IH_INTERACTIONS,  status:VALID,  product: JTF - CRM Foundation ,  description: A contact point between a customer, customer system or potential customer and a single human or automated agent (Handler and Handler Resource). An Interaction can be timed and has an outcome and result that can be tracked. Multiple Intera ,  implementation_dba_data: JTF.JTF_IH_INTERACTIONS , 

  • Table: JTF_TASKS_B 12.2.2

    owner:JTF,  object_type:TABLE,  fnd_design_data:JTF.JTF_TASKS_B,  object_name:JTF_TASKS_B,  status:VALID,  product: JTF - CRM Foundation ,  description: Base Table JTF_TASKS_B stores general information about a given Task. ,  implementation_dba_data: JTF.JTF_TASKS_B , 

  • Table: JTF_TASKS_B 12.1.1

    owner:JTF,  object_type:TABLE,  fnd_design_data:JTF.JTF_TASKS_B,  object_name:JTF_TASKS_B,  status:VALID,  product: JTF - CRM Foundation ,  description: Base Table JTF_TASKS_B stores general information about a given Task. ,  implementation_dba_data: JTF.JTF_TASKS_B , 

  • View: JTF_IH_INTERACTIONS_ONLY_VL 12.2.2

    owner:APPS,  object_type:VIEW,  fnd_design_data:JTF.JTF_IH_INTERACTIONS_ONLY_VL,  object_name:JTF_IH_INTERACTIONS_ONLY_VL,  status:VALID,  product: JTF - CRM Foundation ,  description: Interactions View ,  implementation_dba_data: APPS.JTF_IH_INTERACTIONS_ONLY_VL , 

  • View: JTF_IH_INTERACTIONS_ONLY_VL 12.1.1

    owner:APPS,  object_type:VIEW,  fnd_design_data:JTF.JTF_IH_INTERACTIONS_ONLY_VL,  object_name:JTF_IH_INTERACTIONS_ONLY_VL,  status:VALID,  product: JTF - CRM Foundation ,  description: Interactions View ,  implementation_dba_data: APPS.JTF_IH_INTERACTIONS_ONLY_VL , 

  • View: JTF_IH_INTERACTIONS_VL 12.1.1

    owner:APPS,  object_type:VIEW,  fnd_design_data:JTF.JTF_IH_INTERACTIONS_VL,  object_name:JTF_IH_INTERACTIONS_VL,  status:VALID,  product: JTF - CRM Foundation ,  description: Interactions View ,  implementation_dba_data: APPS.JTF_IH_INTERACTIONS_VL , 

  • Table: JTF_OBJECTS_B 12.2.2

    owner:JTF,  object_type:TABLE,  fnd_design_data:JTF.JTF_OBJECTS_B,  object_name:JTF_OBJECTS_B,  status:VALID,  product: JTF - CRM Foundation ,  description: This table stores the details of objects(modules). ,  implementation_dba_data: JTF.JTF_OBJECTS_B , 

  • View: JTF_IH_INTERACTIONS_VL 12.2.2

    owner:APPS,  object_type:VIEW,  fnd_design_data:JTF.JTF_IH_INTERACTIONS_VL,  object_name:JTF_IH_INTERACTIONS_VL,  status:VALID,  product: JTF - CRM Foundation ,  description: Interactions View ,  implementation_dba_data: APPS.JTF_IH_INTERACTIONS_VL , 

  • Table: JTF_OBJECTS_B 12.1.1

    owner:JTF,  object_type:TABLE,  fnd_design_data:JTF.JTF_OBJECTS_B,  object_name:JTF_OBJECTS_B,  status:VALID,  product: JTF - CRM Foundation ,  description: This table stores the details of objects(modules). ,  implementation_dba_data: JTF.JTF_OBJECTS_B , 

  • View: JTF_IH_ACTIVITIES_VL2 12.1.1

    owner:APPS,  object_type:VIEW,  fnd_design_data:JTF.JTF_IH_ACTIVITIES_VL2,  object_name:JTF_IH_ACTIVITIES_VL2,  status:VALID,  product: JTF - CRM Foundation ,  description: Interaction History Activities View ,  implementation_dba_data: APPS.JTF_IH_ACTIVITIES_VL2 , 

  • View: JTF_IH_INTERACTIONS_VL2 12.2.2

    owner:APPS,  object_type:VIEW,  fnd_design_data:JTF.JTF_IH_INTERACTIONS_VL2,  object_name:JTF_IH_INTERACTIONS_VL2,  status:VALID,  product: JTF - CRM Foundation ,  description: Interactions View ,  implementation_dba_data: APPS.JTF_IH_INTERACTIONS_VL2 , 

  • View: JTF_IH_INTERACTIONS_VL2 12.1.1

    owner:APPS,  object_type:VIEW,  fnd_design_data:JTF.JTF_IH_INTERACTIONS_VL2,  object_name:JTF_IH_INTERACTIONS_VL2,  status:VALID,  product: JTF - CRM Foundation ,  description: Interactions View ,  implementation_dba_data: APPS.JTF_IH_INTERACTIONS_VL2 , 

  • View: JTF_IH_ACTIVITIES_VL2 12.2.2

    owner:APPS,  object_type:VIEW,  fnd_design_data:JTF.JTF_IH_ACTIVITIES_VL2,  object_name:JTF_IH_ACTIVITIES_VL2,  status:VALID,  product: JTF - CRM Foundation ,  description: Interaction History Activities View ,  implementation_dba_data: APPS.JTF_IH_ACTIVITIES_VL2 , 

  • View: JTF_IH_ACTIVITIES_VL 12.1.1

    owner:APPS,  object_type:VIEW,  fnd_design_data:JTF.JTF_IH_ACTIVITIES_VL,  object_name:JTF_IH_ACTIVITIES_VL,  status:VALID,  product: JTF - CRM Foundation ,  description: Interaction History Activities View ,  implementation_dba_data: APPS.JTF_IH_ACTIVITIES_VL , 

  • View: JTF_IH_ACTIVITIES_VL4 12.1.1

    owner:APPS,  object_type:VIEW,  fnd_design_data:JTF.JTF_IH_ACTIVITIES_VL4,  object_name:JTF_IH_ACTIVITIES_VL4,  status:VALID,  product: JTF - CRM Foundation ,  description: Interaction History Activities View ,  implementation_dba_data: APPS.JTF_IH_ACTIVITIES_VL4 , 

  • View: JTF_IH_ACTIVITIES_VL 12.2.2

    owner:APPS,  object_type:VIEW,  fnd_design_data:JTF.JTF_IH_ACTIVITIES_VL,  object_name:JTF_IH_ACTIVITIES_VL,  status:VALID,  product: JTF - CRM Foundation ,  description: Interaction History Activities View ,  implementation_dba_data: APPS.JTF_IH_ACTIVITIES_VL , 

  • View: JTF_IH_ACTIVITIES_VL4 12.2.2

    owner:APPS,  object_type:VIEW,  fnd_design_data:JTF.JTF_IH_ACTIVITIES_VL4,  object_name:JTF_IH_ACTIVITIES_VL4,  status:VALID,  product: JTF - CRM Foundation ,  description: Interaction History Activities View ,  implementation_dba_data: APPS.JTF_IH_ACTIVITIES_VL4 , 

  • View: JTF_IH_ACTIVITIES_VL3 12.1.1

    owner:APPS,  object_type:VIEW,  fnd_design_data:JTF.JTF_IH_ACTIVITIES_VL3,  object_name:JTF_IH_ACTIVITIES_VL3,  status:VALID,  product: JTF - CRM Foundation ,  description: Interaction History Activities View ,  implementation_dba_data: APPS.JTF_IH_ACTIVITIES_VL3 , 

  • View: JTF_IH_ACTIVITIES_VL3 12.2.2

    owner:APPS,  object_type:VIEW,  fnd_design_data:JTF.JTF_IH_ACTIVITIES_VL3,  object_name:JTF_IH_ACTIVITIES_VL3,  status:VALID,  product: JTF - CRM Foundation ,  description: Interaction History Activities View ,  implementation_dba_data: APPS.JTF_IH_ACTIVITIES_VL3 ,