Search Results average_speed_to_answer

Overview

The BIX.BIX_SERVER_MCM table is a core data warehouse table within Oracle E-Business Suite (EBS) 12.1.1 and 12.2.2, specifically designed for the Business Intelligence (BI) and reporting components of the Oracle Interaction Center (CCT) module. It functions as a minute-level summary fact table, capturing aggregated performance metrics for call center servers and agents. Its primary role is to store historical, time-series data to support operational reporting and analytical dashboards on contact center efficiency, agent productivity, and service level adherence. As indicated by its storage in the APPS_TS_SUMMARY tablespace and the associated warning, this is an Oracle Applications object intended for internal use by seeded EBS programs and should not be modified or directly accessed for custom data manipulation outside of standard reporting frameworks.

Key Information Stored

The table's structure is centered around time, interaction classification, and quantitative performance measures. The key columns include:

• MINUTE: The primary temporal dimension, storing data aggregated to a one-minute granularity.
• INTERACTION_CLASSIFICATION: A critical dimension for categorizing the type of interaction (e.g., inbound call, callback, email), enabling segmented performance analysis.
• INTERACTION_CENTER_ID: The foreign key linking to the call center definition (CCT_CALL_CENTER).
• Volume Metrics: Columns such as INTERACTIONS_OFFERED, INTERACTIONS_ANSWERED, and INTERACTIONS_ABANDONED track call flow and abandonment rates.
• Performance Metrics: Columns like AVERAGE_SPEED_TO_ANSWER, AVERAGE_WAIT_TO_ABANDONED, and PERCENT_OCCUPANCY_RATE store calculated service levels and agent efficiency statistics.
• Agent State Durations: TALK_TIME, HOLD_TIME, IDLE_TIME, and WRAP_TIME provide a breakdown of agent activity during logged-in periods.
• SERVER_MCM_ID: The unique primary key identifier for each summary record.

Common Use Cases and Queries

This table is fundamental for generating historical reports on contact center performance. Common use cases include analyzing service level agreement (SLA) compliance by reviewing average speed to answer trends, identifying peak abandonment periods, and measuring agent utilization across different interaction types. A typical analytical query would aggregate data by hour or day and filter by a specific classification or call center. For example, to analyze handled interactions and answer speed for a specific classification:

SELECT TRUNC(minute, 'HH24') as hour,
      interaction_classification,
      SUM(interactions_handled) as total_handled,
      AVG(average_speed_to_answer) as avg_speed
FROM bix.bix_server_mcm
WHERE interaction_center_id = 1000
  AND minute BETWEEN SYSDATE - 7 AND SYSDATE
  AND interaction_classification LIKE 'Inbound%'
GROUP BY TRUNC(minute, 'HH24'), interaction_classification
ORDER BY 1, 2;

Reporting tools and seeded Oracle BI Publisher reports would join this fact table to dimension tables (like FND_TIME and CCT_CALL_CENTER) to provide contextual labels and hierarchical drill-downs.

Related Objects

The BIX_SERVER_MCM table is part of a larger data model within the BIX schema. The documented relationship is its primary key constraint, BIX_SERVER_MCM_PK, on the SERVER_MCM_ID column. Based on standard EBS Interaction Center architecture and the column metadata, the most significant functional relationship is with the CCT_CALL_CENTER table via the INTERACTION_CENTER_ID column, which allows linking summary metrics to the specific call center operational unit. It is also intrinsically related to time dimension tables for reporting. The non-unique index BIX_SERVER_MCM_N2 on (MINUTE, INTERACTION_CLASSIFICATION) is optimized for queries filtering or grouping by time and interaction type, which are the most common analytical access paths.