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Overview
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Overview

In Oracle E-Business Suite, the table CCT.CCT_AGENT_RT_STATS belongs to the Telephony Manager module (product code CCT). As documented in the ETRM metadata, its purpose is to keep track of logged-in agents — that is, it holds the real-time state of each agent currently registered with the telephony/contact-center subsystem. Each row corresponds to a single agent's runtime statistics record, and the table is therefore a high-churn, operational object that is updated frequently as agent status changes (availability, call handling, media type, and so on).

From a Data Vault modeling perspective, the metadata mined from the foreign-key structure classifies this table as standalone, meaning there is no parent hub referenced within the CCT schema by way of declared FK dependencies. A conservative modeling suggestion would be to treat CCT_AGENT_RT_STATS as a hub-like entity keyed on the agent identifier, with the runtime attributes (availability, call flags, context) behaving as satellite-style descriptive data. This heuristic should be confirmed against the actual FK constraints in the target instance, since the classification was derived rather than declared.

Key Information Stored

The documented physical schema for release 12.2.2 lists 35 columns owned by the CCT schema. The most operationally significant columns are:

  • AGENT_RT_STAT_ID — the surrogate primary key, enforced by constraint CCT_CAS_PK.
  • AGENT_ID — the business-key candidate, enforced by unique index CCT_AGENTID_U1; identifies the logged-in agent.
  • CLIENT_ID — associates the agent session with the telephony client.
  • AVAILABLE — flag indicating whether the agent is currently available to receive contacts.
  • HAS_CALL — indicates whether the agent is presently engaged on a call.
  • GET_WORK — flag controlling whether the agent should be routed additional work.
  • MEDIA_TYPE — the media channel (for example voice or another supported contact type) the agent is handling.
  • CONTEXT — contextual state associated with the agent's runtime session.
  • MCM_ID — identifier used by the multi-channel manager.
  • PREFERRED_DEVICE_ID — the agent's preferred telephony device.
  • FND_USER_ID, RESP_ID, EMPLOYEE_ID — links to the EBS user, responsibility, and HR employee records.
  • SECURITY_GROUP_ID, APP_ID — the security group and application context for multi-org/multi-app access.
  • CREATED_BY, CREATION_DATE, LAST_UPDATE_DATE, LAST_UPDATED_BY, LAST_UPDATE_LOGIN — standard EBS WHO audit columns.
  • ATTRIBUTE1 through ATTRIBUTE15 — the standard flexible descriptive columns.

Common Use Cases and Queries

The dominant use case is real-time agent-monitoring and contact-center reporting. Typical queries include identifying available agents, detecting agents already on a call, and reconciling telephony agent sessions with FND users.

A representative query joining to the EBS user table is:

  • SELECT s.AGENT_ID, s.AVAILABLE, s.HAS_CALL, s.MEDIA_TYPE, u.user_name FROM cct.cct_agent_rt_stats s, applsys.fnd_user u WHERE s.FND_USER_ID = u.user_id;

Availability dashboards commonly filter on AVAILABLE = 'Y' AND HAS_CALL = 'N', while capacity analysis joins EMPLOYEE_ID to HR records. Audit and data-fix procedures use LAST_UPDATE_DATE and the WHO columns to reconcile stale runtime rows.

Related Objects

The documented foreign keys and the surrounding CCT schema define the principal relationships:

  • FND_SECURITY_GROUPS — joined via SECURITY_GROUP_ID for security-group context.
  • PSB_EMPLOYEES — joined via EMPLOYEE_ID to resolve the agent to an HR employee.
  • IGS_UC_APPLICANTS — joined via APP_ID.
  • FND_USER — referenced through FND_USER_ID for the EBS login identity.
  • FND_RESPONSIBILITY — referenced through RESP_ID.
  • CCT module agent, client, and device tables — related through AGENT_ID, CLIENT_ID, and PREFERRED_DEVICE_ID.

Because the object is classified as standalone, no single parent hub governs it; relationships are established through these business-key joins rather than a single declared parent.