Search Results bix_dm_report

Overview

APPS.BIX_REAL_TIME_RPTS_PKG is a PL/SQL package body belonging to the Oracle E-Business Suite Interaction Center (Telephony / Advanced Inbound) module. Its purpose is to populate the reporting staging table BIX_DM_REPORT with real-time operational metrics extracted from the Contact Center Technology (CCT) schema and related interaction-history tables. Rather than executing reporting logic at query time, the package materialises pre-aggregated result sets keyed by an ICX session identifier, which the associated Oracle iSupport / Interaction Center dashboards then read to render agent and queue performance displays.

The package is classified as OTHER in the ETRM repository and carries the historical header marker bixxrtsb.pls 115.43, indicating a long-lived, stable component of the BIX product family. It exposes three documented entry points: POP_Q_ST_RPT, POP_AGT_ST_RPT, and POP_AGT_DTL_RPT. The first of these, illustrated in the source excerpt, contains the Queue Status Report logic (component code BIX_QUEUE_STATUS_RPT, component type BIN) and demonstrates the package's core design pattern: derive the current session, delete prior rows for that session, compute aggregate call statistics, and insert the refreshed values into BIX_DM_REPORT.

Key Procedures and Functions

• POP_Q_ST_RPT — Populates the queue status report. The procedure establishes a date range bounded by TRUNC(SYSDATE) and SYSDATE, obtains the session identifier through BIX_UTIL_PKG.GET_ICX_SESSION_ID, removes any existing BIX_DM_REPORT rows for that session, and then recalculates queue measures. Documented internal cursors include a classification lookup against CCT_CLASSIFICATIONS and a count of waiting media items (status = 1, media_type = 0) grouped by classification and optionally filtered by server group identifier. Metrics computed include calls waiting, longest call waiting, calls offered, abandoned calls, average abandon time, average speed to answer, average talk time, average queue time, total waiting time, service-level calls, wrap time, and active agent counts, several of which are paired with graph-ready numeric variants.
• POP_AGT_ST_RPT — Populates the agent status report, aggregating real-time agent state information for the current session. It draws on agent statistics and resource metadata to produce per-agent summary rows in the reporting staging table.
• POP_AGT_DTL_RPT — Populates the agent detail report, providing the granular, per-interaction or per-agent breakdown that complements the summarised agent status output.

Tables Accessed

The package reads operational data from CCT_MEDIA_ITEMS and CCT_CLASSIFICATIONS to determine queue depth and classification names, and from CCT_AGENT_RT_STATS for real-time agent state information. Interaction and session detail is sourced from JTF_IH_INTERACTIONS, JTF_IH_MEDIA_ITEMS, IEU_SH_ACTIVITIES, and IEU_SH_SESSIONS, with media item classification segments supplied by JTF_IH_MEDIA_ITEM_LC_SEGS and JTF_IH_MEDIA_ITM_LC_SEG_TYS. Organisational and human-resource context comes from JTF_RS_GROUP_MEMBERS, JTF_RS_RESOURCE_EXTNS, and PER_COMPETENCES. FND_LOOKUP_VALUES provides reference code translations, and BIX_DM_GOALS supplies target thresholds used in service-level calculations. All results are written to BIX_DM_REPORT, the single persistent output of the package.

Usage Notes

BIX_REAL_TIME_RPTS_PKG is invoked on demand by the Interaction Center real-time dashboard rather than by scheduled concurrent programs. Each invocation is scoped to the caller's ICX session, which is why the session identifier drives the delete-then-insert pattern and why stale rows never accumulate. Because the package is referenced by zero other packages in the ETRM inventory, it operates as a leaf-level report generator consumed directly by the presentation layer. Administrators should be aware that its data currency depends entirely on the refresh frequency of the underlying CCT real-time tables, and that the BIX_DM_REPORT table should be treated as a transient staging area rather than a historical archive.