Search Results bix_real_time_bins_pkg

Overview

BIX_REAL_TIME_BINS_PKG is a PL/SQL package body owned by APPS that supports the Oracle E-Business Suite Interaction Center real-time reporting framework. Its principal responsibility is to populate "bins" — discrete, refreshable data cells that display live operational metrics on the agent dashboard. In this package the metrics relate to interaction queue status and agent status, which are surfaced to agents and supervisors in real time so that staffing and call-handling decisions can be made on current information rather than on batch-refreshed reports.

The package is classified as OTHER within ETRM and is not published as a callable public API. It operates as an internal engine invoked by the Interaction Center reporting layer. A package-level variable, g_session_id, holds the identifier of the current web session and is central to the package's design: each population cycle deletes prior rows for the current session and inserts freshly calculated values, ensuring that a user's dashboard reflects only that session's own data set. This is the context in which the term g_session_id is relevant to the package.

Key Procedures and Functions

• POPULATE_BIN — Populates the data for the Queue Status bin, identified by component code BIX_QUEUE_STATUS and component type BIN. It determines a date range covering the current day, obtains the active session identifier through g_session_id, removes rows previously written to the bin table for that session and bin code, and then iterates over qualifying interactions to compute and insert aggregate values such as the count of items waiting in queue, the average queue time, and the associated classification. Classification values are resolved to a classification identifier, with a sentinel value used when the lookup does not resolve uniquely.
• POPULATE_AGENT_STATUS_BIN — Populates the corresponding bin data for agent status, drawing on agent real-time statistics and interaction session information to present a current view of agent availability and activity within the dashboard.

The documented package exposes these two procedures; no additional public routines are recorded in the ETRM metadata.

Tables Accessed

• BIX_DM_BIN — The bin data store. The package deletes existing rows for the current session and bin code and inserts the newly computed values.
• CCT_MEDIA_ITEMS — Source of queued interaction records. It supplies the waiting item count, average queue duration, and classification used by the Queue Status bin.
• CCT_CLASSIFICATIONS — Used to translate a classification value into its corresponding classification identifier, with a fallback when no unique match exists.
• CCT_AGENT_RT_STATS — Agent real-time statistics, used by POPULATE_AGENT_STATUS_BIN.
• IEU_SH_SESSIONS and IEU_SH_ACTIVITIES — Interaction Center session and activity tables, providing session and activity context for agent status reporting.

All tables are referenced through APPS synonyms.

Usage Notes

The package is typically invoked by the Interaction Center real-time dashboard rather than called directly by end users or developers. Population is triggered as agents view or refresh dashboard components, at which point the relevant bin is recalculated for the active session. Because the design is session-scoped, each invocation relies on g_session_id being set to the current web session before any bin rows are deleted or inserted. The package is not referenced by any other documented package, indicating that it sits at the top of its call chain. Customizations should avoid modifying this package directly and should instead build on the underlying CCT and IEU tables or on supported extension points, since the body is shipped Oracle code whose logic may change across patch levels in both 12.1.1 and 12.2.2.