Search Results cct_otm

Overview

CCT.CCT_AGENT_RT_STATS is a runtime tracking table within the CCT (Contact Center / Telephony) schema of Oracle E-Business Suite. Its documented purpose is to keep track of logged-in agents, recording the real-time availability state of each contact center agent and the media environment into which that agent is signed on. The table is classified as VALID, owned by the CCT schema, and is registered in FND Design Data as CCT.CCT_AGENT_RT_STATS. It resides in the APPS_TS_TX_DATA tablespace with a PCT Free of 10.

From a Data Vault modeling perspective, the heuristic classification for this object is standalone, meaning it does not participate as a dependent child in a classic parent-child FK chain within the mined relationship set. It behaves functionally as a satellite-style descriptive record keyed to an agent identity, holding the mutable attributes of agent session state (availability, work assignment, call state, media type, and preferred device). The primary key is documented as constraint CCT_CAS_PK on AGENT_RT_STAT_ID, and the table carries 35 documented columns in the 12.2.2 physical schema.

Key Information Stored

The most operationally significant columns are:

• AGENT_RT_STAT_ID — Surrogate primary key (CCT_CAS_PK); the unique identifier for an agent runtime statistics record.
• AGENT_ID — Stores the Resource_ID of the agent. This is the documented business-key candidate, protected by the unique index CCT_AGENTID_U1 on APPS_TS_TX_IDX, which is the object the user searched for.
• CLIENT_ID — Copied from CCT_CLIENT; identifies the client the agent is serving.
• AVAILABLE — VARCHAR2 flag (OTM): "T" when the agent is logged in and available.
• MCM_ID — Copied from CCT_OTM; identifies the OTM (media/contact manager) the agent is logged into.
• GET_WORK — Indicates whether the agent is eligible to receive work.
• HAS_CALL — Indicates whether the agent is currently engaged on a call.
• MEDIA_TYPE — The communication channel (for example voice, chat, or email) associated with the agent's current session.
• PREFERRED_DEVICE_ID — The device the agent is using or prefers for interaction.
• FND_USER_ID, RESP_ID, APP_ID, EMPLOYEE_ID — Standard EBS identity columns linking the runtime record to the FND user, responsibility, application, and HR employee.
• SECURITY_GROUP_ID — Security-group context for the record.
• CONTEXT and ATTRIBUTE1–ATTRIBUTE15 — Descriptive flexfield structure-defining column and segment columns.
• CREATED_BY, CREATION_DATE, LAST_UPDATE_DATE, LAST_UPDATED_BY, LAST_UPDATE_LOGIN — Standard WHO audit columns.

The surrogate key (AGENT_RT_STAT_ID) is distinct from the business key (AGENT_ID); the uniqueness of AGENT_ID ensures a single runtime statistics row per agent, which supports upsert-style state maintenance as agents log in, change state, or disconnect.

Common Use Cases and Queries

Typical uses include agent availability dashboards, workforce management reporting, and troubleshooting why an agent is not receiving work.

• Identify all currently available agents:

  SELECT AGENT_ID, CLIENT_ID, MCM_ID, MEDIA_TYPE
  FROM   CCT.CCT_AGENT_RT_STATS
  WHERE  AVAILABLE = 'T';

• Find agents logged in but not accepting work:

  SELECT AGENT_ID, GET_WORK, HAS_CALL, MEDIA_TYPE
  FROM   CCT.CCT_AGENT_RT_STATS
  WHERE  AVAILABLE = 'T' AND GET_WORK = 'F';

• Resolve an EBS user identity to the agent runtime record:

  SELECT r.AGENT_ID, r.FND_USER_ID, r.RESP_ID,
         r.EMPLOYEE_ID, r.AVAILABLE
  FROM   CCT.CCT_AGENT_RT_STATS r
  WHERE  r.FND_USER_ID = :user_id;

• Direct lookup by business key (the CCT_AGENTID_U1 index path):

  SELECT * FROM CCT.CCT_AGENT_RT_STATS
  WHERE  AGENT_ID = :agent_id;

Because AGENT_ID is uniquely indexed, lookups by that column are the most efficient access path; reporting by AVAILABLE, GET_WORK, or HAS_CALL will typically require full scans or custom indexes.

Related Objects

• CCT.CCT_CLIENT — Source of CLIENT_ID; identifies the client context for the agent session.
• CCT.CCT_OTM — Source of MCM_ID; identifies the OTM/media manager the agent is logged into.
• FND_SECURITY_GROUPS — Referenced indirectly via SECURITY_GROUP_ID for security-group context.
• FND_USER — Joined through FND_USER_ID to resolve the EBS application user.
• FND_RESPONSIBILITY — Joined through RESP_ID for the agent's active responsibility.
• PSB_EMPLOYEES — Referenced via EMPLOYEE_ID to associate the agent with the HR employee record.
• IGS_UC_APPLICANTS — Referenced via APP_ID within the mined FK relationship data.
• FND_DESCR_FLEX_COL_USAGE — Governs the CONTEXT and ATTRIBUTE1–15 descriptive flexfield definition.

These relationships allow runtime agent state to be enriched with client, OTM, user, responsibility, and employee attributes for operational reporting and troubleshooting.