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The CCT.CCT_QDE_AGENT_QUEUES table in Oracle E-Business Suite (EBS) versions 12.1.1 and 12.2.2 is a critical data structure within the Oracle Contact Center Technology (CCT) module. This table serves as a repository for agent queue assignments, facilitating the routing and management of customer interactions in call center environments. Below is a detailed technical breakdown of its purpose, structure, and integration within Oracle EBS.

Purpose and Functional Context

The CCT_QDE_AGENT_QUEUES table stores agent-to-queue mapping information, enabling the Oracle Telephony Manager (OTM) and other CCT components to dynamically route inbound and outbound interactions (calls, emails, chats) to available agents based on predefined business rules. It acts as a junction table linking agents (from CCT_AGENTS) and queues (from CCT_QUEUES), ensuring efficient workload distribution and adherence to service-level agreements (SLAs).

Key Columns and Data Structure

The table typically includes the following columns:
  • AGENT_QUEUE_ID: Primary key, uniquely identifying each agent-queue association.
  • AGENT_ID: Foreign key referencing CCT_AGENTS.AGENT_ID, linking to agent-specific data.
  • QUEUE_ID: Foreign key referencing CCT_QUEUES.QUEUE_ID, associating the agent with a specific queue.
  • PRIORITY: Numeric value defining the agent's priority level within the queue (used for skill-based routing).
  • START_DATE_ACTIVE and END_DATE_ACTIVE: Date ranges during which the assignment is valid.
  • STATUS_FLAG: Indicates whether the assignment is active (e.g., 'A' for Active, 'I' for Inactive).
  • CREATED_BY, CREATION_DATE, LAST_UPDATED_BY, LAST_UPDATE_DATE: Standard Oracle EBS audit columns.

Integration with Oracle EBS Modules

  1. Telephony Integration: The table is queried by OTM to determine agent availability and queue eligibility during real-time call routing.
  2. Workforce Management: Integrated with Oracle Advanced Outbound Telephony (AOT) to optimize outbound campaign agent assignments.
  3. Reporting: Data feeds into Oracle Business Intelligence (OBIEE) for agent performance and queue efficiency metrics.
  4. Security: Access is controlled via Oracle Function Security, typically requiring the "CCT Agent Queue Administration" responsibility.

Technical Considerations

  • Indexing: The table is indexed on AGENT_ID, QUEUE_ID, and STATUS_FLAG for optimal query performance.
  • Concurrency: Uses Oracle's row-level locking to handle simultaneous updates from multiple agent desktop clients.
  • Partitioning: In large implementations, may be partitioned by date ranges for historical data management.

Customization and Extension Points

Common extensions include:
  • Adding custom columns for client-specific routing attributes (e.g., language skills).
  • Creating database triggers to enforce business rules (e.g., maximum queues per agent).
  • Integrating with third-party workforce management systems via APIs.

Data Maintenance

Standard maintenance operations include:
  • Batch updates via concurrent programs during shift changes.
  • Archiving inactive records to CCT_QDE_AGENT_QUEUES_HIST for compliance.
  • Regular statistics gathering via DBMS_STATS for query optimization.
This table exemplifies Oracle EBS's robust architecture for contact center operations, balancing flexibility with performance in high-volume transaction environments.