Search Results bix_sum_agt_cls

Overview

BIX_SUM_AGT_CLS is a summary table owned by the BIX schema (Interaction Center Intelligence) in Oracle E-Business Suite 12.1.1 and 12.2.2. It aggregates transaction-level records from BIX_INTERACTIONS to the grain of a single day, resolved along five analytic dimensions: time, agent (resource), call center (interaction center), campaign, and interaction classification. Rather than storing every individual customer interaction, the table pre-computes counts, durations, and financial metrics per agent per classification per hour, enabling high-performance multi-dimensional reporting on contact center activity.

The documented FK relationship (SECURITY_GROUP_ID → FND_SECURITY_GROUPS) supports row-level data security consistent with Oracle EBS multi-org and security-group access patterns. The provided metadata classifies this object heuristically as standalone; within a Data Vault modeling suggestion this would position BIX_SUM_AGT_CLS as a satellite-like aggregate, since it carries both descriptive dimensional keys (agent, campaign, classification, hour) and numeric measures rather than acting as a pure hub or link. Notably, the documented foreign key to FND_SECURITY_GROUPS is the only declared FK, reinforcing the standalone classification.

Key Information Stored

The table has 43 columns. The most operationally significant are grouped below.

• SUM_AGT_CLS_ID — the surrogate primary key (BIX_SUM_AGT_CLS_PK), system-generated and not meaningful to end users.
• Business-key / uniqueness candidates — the unique index BIX_SUM_AGT_CLS_UK comprises HOUR, RESOURCE_ID, CAMPAIGN_ID, and INTERACTION_CLASSIFICATION, defining the natural grain of one row per agent, campaign, classification, and hour.
• RESOURCE_ID — the agent (resource) identifier central to agent-level reporting.
• CAMPAIGN_ID — the marketing or outbound campaign associated with the interactions.
• INTERACTION_CLASSIFICATION — the classification/category applied to the interactions in the row.
• HOUR — the time bucket to which interactions are summarized.
• INTERACTION_CENTER_ID and RESOURCE_GROUP_ID — the contact center and agent team/group dimensions.
• INTERACTION_TYPE and MEDIA_ITEM_TYPE — the channel/medium (for example call, email, chat).
• NUMBER_OF_INTERACTIONS — the core volume measure.
• TALK_TIME, WRAP_TIME, IDLE_TIME, WAIT_TIME_TO_ABANDON, SPEED_TO_ANSWER_TIME — principal handle-time and service-level metrics.
• SALES_REVENUE, SALES_ORDERS, SALES_QUOTES, AMOUNT_COLLECTED, PROMISE_TO_PAY — financial and outcome measures.
• SECURITY_GROUP_ID — the FK to FND_SECURITY_GROUPS enforcing data access control.
• USER_ATTRIBUTE1–5 — descriptive flexfield-style extensions for customer-specific reporting.

Common Use Cases and Queries

Because the table is pre-aggregated, it is the preferred source for agent productivity dashboards, campaign performance analysis, and contact center service-level reporting, avoiding the cost of scanning transaction-level interaction records. A typical query profiles agent call handling by campaign:

• Agent scorecards: SELECT RESOURCE_ID, SUM(NUMBER_OF_INTERACTIONS), SUM(TALK_TIME), AVG(SPEED_TO_ANSWER_TIME) FROM BIX_SUM_AGT_CLS GROUP BY RESOURCE_ID.
• Campaign return analysis: SELECT CAMPAIGN_ID, SUM(SALES_REVENUE), SUM(SALES_ORDERS), SUM(LEADS_GENERATED) ... GROUP BY CAMPAIGN_ID.
• Classification mix and abandon rates: ... WHERE HOUR BETWEEN :p_from AND :p_to GROUP BY INTERACTION_CLASSIFICATION, examining WAIT_TIME_TO_ABANDON and ABANDONED_COUNT.
• Trend-by-hour reporting using the HOUR business-key column to build intra-day interval charts.

Any query returning cross-organization or cross-team data must constrain SECURITY_GROUP_ID to honor EBS security-group access rules.

Related Objects

BIX_SUM_AGT_CLS depends on and interacts with the following significant objects, joined on the columns shown in the metadata.

• FND_SECURITY_GROUPS — joined via BIX_SUM_AGT_CLS.SECURITY_GROUP_ID = FND_SECURITY_GROUPS.SECURITY_GROUP_ID; the sole documented FK, enforcing row-level access.
• BIX_INTERACTIONS — the source transaction table summarized by this aggregate.
• BIX_SUM_AGT_CLS_PK / BIX_SUM_AGT_CLS_UK — the primary and unique indexes that enforce the surrogate and business-key uniqueness described above.
• Agent (RESOURCE_ID) and campaign (CAMPAIGN_ID) dimension sources in BIX, used to resolve agent and campaign names.
• Interaction center / resource group (INTERACTION_CENTER_ID, RESOURCE_GROUP_ID) reference data for organizational roll-ups.
• BIX summary tables (for example classification- or center-level summaries) that share the same dimensional grain and are frequently queried together for consolidated dashboards.

Developers should treat the summary table as read-oriented reporting infrastructure, refreshed by the BIX ETL processes from BIX_INTERACTIONS, and avoid direct DML outside supported concurrent program loads.