Search Results bix_sum_agent

Overview

BIX_SUM_AGENT is a summary (aggregate) table owned by the BIX schema, the database account associated with the Oracle E-Business Suite product BIX — Interaction Center Intelligence. Interaction Center Intelligence provides the reporting and analytical foundation for Oracle's Advanced Inbound / Telephony@Work interaction center functionality, and BIX_SUM_AGENT serves as the pre-aggregated store of agent-level performance metrics for a given interaction center and calendar day. Rather than deriving metrics from raw event or session records at query time, the table persists rolled-up totals for each agent (resource) so that contact center dashboards and historical reports can be retrieved with minimal processing cost.

The table contains ten documented columns in the ETRM 12.1.1 physical schema. It is classified as VALID in the BIX schema. From a Data Vault modeling perspective, the mined foreign key structure suggests this object is best treated as a standalone structure — effectively a satellite-style, pre-aggregated fact table rather than a classic hub or link. Because it has no incoming foreign keys from dependent child tables and only one outbound reference, it does not participate in the core hub-and-link network; it is a reporting endpoint. The single documented foreign key is BIX_SUM_AGENT.SECURITY_GROUP_ID → FND_SECURITY_GROUPS, which ties each summary row to Oracle's Application Object Library security group mechanism and enables row-level access control across operating units or organizations.

Key Information Stored

The table records one aggregate row per agent per interaction center per day, capturing the primary telephony and workforce metrics used in contact center performance analysis:

• INTERACTION_CENTER_ID — identifies the interaction center (ACD/queue group) to which the agent's activity belongs; a primary grouping dimension.
• RESOURCE_ID — the agent or resource whose metrics are being summarized; joins to the resource/agent definition tables.
• DAY — the calendar date of the summary; together with INTERACTION_CENTER_ID and RESOURCE_ID it forms the natural business key for a daily agent rollup.
• SECURITY_GROUP_ID — the documented foreign key to FND_SECURITY_GROUPS, governing which security group owns and can view the row.
• LOGGED_IN_TIME — total time the agent was signed in to the interaction center during the day.
• AVAILABLE_TIME — time the agent was in an available/ready state and eligible to receive contacts.
• TALK_TIME — cumulative time spent actively talking on answered contacts.
• WRAP_TIME — cumulative after-call work (wrap-up) time.
• IDLE_TIME — logged-in time not otherwise accounted for as talk, wrap, or available time.
• CALLS_ANSWERED — count of contacts answered by the agent during the day.

The metadata does not document an explicit surrogate primary key column or named unique index; in practice the combination of INTERACTION_CENTER_ID, RESOURCE_ID, and DAY functions as the business-key candidate that uniquely identifies a daily agent summary row. The metric columns (TALK_TIME, AVAILABLE_TIME, WRAP_TIME, IDLE_TIME, LOGGED_IN_TIME) are additive and are best consumed through SUM aggregations across agent, queue, or date hierarchies.

Common Use Cases and Queries

BIX_SUM_AGENT is used principally for contact center performance reporting: agent utilization and occupancy analysis, average handle time trends, staffing and shrinkage studies, and queue-level service reporting. Typical patterns aggregate the additive metrics over a date range and group by agent or interaction center:

• Agent productivity for a period: SUM(TALK_TIME), SUM(WRAP_TIME), SUM(AVAILABLE_TIME) and SUM(CALLS_ANSWERED) grouped by RESOURCE_ID and filtered on DAY between two dates.
• Queue-level service analysis: aggregate CALLS_ANSWERED and TALK_TIME grouped by INTERACTION_CENTER_ID to compare contact volumes and workload across queues.
• Utilization / occupancy: compute TALK_TIME / LOGGED_IN_TIME (or (TALK_TIME + WRAP_TIME) / LOGGED_IN_TIME) as a derived occupancy percentage per agent per day.
• Average handle time: divide SUM(TALK_TIME + WRAP_TIME) by SUM(CALLS_ANSWERED) for a given agent or queue.

A representative query shape is: SELECT RESOURCE_ID, SUM(CALLS_ANSWERED) calls, SUM(TALK_TIME) talk, SUM(WRAP_TIME) wrap FROM BIX.BIX_SUM_AGENT WHERE DAY BETWEEN :from_date AND :to_date AND SECURITY_GROUP_ID = :sg GROUP BY RESOURCE_ID. Because the table is pre-aggregated by day, queries should always constrain the DAY range and, where applicable, the SECURITY_GROUP_ID to keep result sets and access scope correct.

Related Objects

The documented relationship graph for BIX_SUM_AGENT is deliberately narrow; the most significant related objects are:

• FND_SECURITY_GROUPS — referenced by BIX_SUM_AGENT.SECURITY_GROUP_ID; the confirmed and only documented foreign key, used for access control and organization scoping.
• Resource / agent definition objects (e.g., JTF_RS_RESOURCE_EXTNS / PER_ALL_PEOPLE_F) — joined on RESOURCE_ID to resolve agent names and organizational attributes.
• Interaction center / queue definitions — joined on INTERACTION_CENTER_ID to obtain queue names and configuration.
• Other BIX summary and detail tables — comparable BIX aggregation objects (for example queue-level, campaign-level, or interval-level summaries) that share the same DAY and INTERACTION_CENTER_ID dimensions and are often reported alongside this table.
• FND_APPLICATION / FND_USER context objects — used with the security group to determine the operating context under which a report runs.

Because the table has no documented child tables referencing it, it functions as a reporting leaf: it depends primarily on the security group definition and on the agent, queue, and interaction-center master data needed to label its numeric measures, rather than on downstream transactional objects.