Search Results cct_routing_results




Overview
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Overview

The CCT_ROUTING_RESULTS table is a core data object within the Oracle E-Business Suite CCT — Telephony Manager product module. Its documented purpose is to store the workflow routing results produced when an inbound or outbound telephony interaction is evaluated against the routing rules configured in Telephony Manager. Each row represents the outcome of a routing decision for a specific call or interaction, capturing which agent, skill group, or destination the routing engine selected.

The table resides in the CCT schema and is validated in both EBS 12.1.1 and 12.2.2. The documented physical schema contains 27 columns, and the object carries the primary key constraint CCT_ROUTING_RESULTS_PK, defined on the surrogate key column ROUTING_RESULT_ID. From a Data Vault modeling perspective, the mined relationship structure classifies this object heuristically as standalone, suggesting it behaves as a satellite-like record anchored to its own surrogate key rather than acting as a classic hub or link. This classification is a modeling suggestion only and does not affect its physical implementation.

Key Information Stored

The most significant columns documented for this table include the following:

  • ROUTING_RESULT_ID — the surrogate primary key, uniquely identifying each routing result row.
  • CALL_ID — the business-key candidate linking the routing result to the associated telephony call or interaction.
  • ITEMKEY — the workflow item key associated with the routing evaluation, useful for correlating with Oracle Workflow activity.
  • AGENT_ID — the identifier of the agent or resource to which the interaction was routed.
  • SORT_NUM — a sequencing value controlling the ordering of routing results, typically reflecting priority or evaluation order.
  • CONTEXT — the descriptive context or routing scenario under which the result was generated.
  • ATTRIBUTE1 through ATTRIBUTE15 — the standard EBS descriptive flexfield (DFF) segment columns, available for customer-specific routing metadata.
  • SECURITY_GROUP_ID — the foreign key to FND_SECURITY_GROUPS, enforcing multi-org / data-security partitioning.
  • CREATION_DATE, CREATED_BY, LAST_UPDATE_DATE, LAST_UPDATED_BY, LAST_UPDATE_LOGIN — the standard WHO audit columns tracking row provenance and change history.

Business-key uniqueness is not enforced through a documented unique index beyond the primary key; the natural correlation keys are CALL_ID combined with ITEMKEY and SORT_NUM for a given routing evaluation.

Common Use Cases and Queries

Typical reporting scenarios include auditing routing decisions, measuring agent assignment distribution, and diagnosing why a specific call reached a given destination. A sample query joining routing results to calls and agents:

SELECT r.ROUTING_RESULT_ID,
       r.CALL_ID,
       r.AGENT_ID,
       r.SORT_NUM,
       r.CONTEXT
  FROM CCT.CCT_ROUTING_RESULTS r
 WHERE r.CALL_ID = :call_id
 ORDER BY r.SORT_NUM;

Analysts commonly aggregate routing counts per agent over a date range using CREATION_DATE, or filter by SECURITY_GROUP_ID to honor organizational data security. Because the table is largely standalone, queries are often driven from the call side rather than by natural joins.

Related Objects

  • FND_SECURITY_GROUPS — referenced by SECURITY_GROUP_ID; the documented foreign key relationship.
  • CCT_ROUTING_RESULTS_PK — the primary key constraint on ROUTING_RESULT_ID.
  • Other CCT Telephony Manager tables keyed on CALL_ID (call and interaction tables) that provide the parent call context.
  • Oracle Workflow tables correlated through ITEMKEY for routing process instances.
  • Agent / resource reference tables resolved through AGENT_ID.