Search Results first_interaction_resoln_count

Overview

BIX.BIX_SUM_GRP_PRD_OUT is a summary table in the Oracle E-Business Suite (EBS) 12.1.1 and 12.2.2 release levels, owned by the BIX schema and registered in FND Design Data as BIX.BIX_SUM_GRP_PRD_OUT. It resides in the APPS_TS_SUMMARY tablespace, is marked VALID, and carries the Oracle Internal Use Only restriction, meaning it must not be queried or modified directly except through standard Oracle Applications programs such as the Interaction Center intelligence collection and reporting components.

The table stores pre-aggregated interaction center performance metrics, organized by product group, resource group, interaction center, campaign, outcome, and hour. Its granularity is summarised performance per reporting hour, which makes it the primary source for contact center dashboards, agent and group productivity reporting, and campaign effectiveness analysis. The heuristic Data Vault classification mined from the foreign key structure is standalone; no classic hub, link, or satellite pattern applies, although in a modeling sense this object behaves as a daily/hourly performance satellite keyed by a surrogate identifier.

Key Information Stored

The surrogate primary key is SUM_GRP_PRD_OUT_ID, enforced through BIX_SUM_GRP_PRD_OUT_PK. The remaining columns represent the business payload of each summarised record, including:

• FIRST_INTERACTION_RESOLN_COUNT — the number of calls resolved by the first agent, the primary first-contact-resolution metric requested in the user search.
• SERVICE_REQUEST_COUNT and CONTACTS — counts of service requests and contacts handled during the interval.
• INTERACTION_CENTER_ID — the call center from CCT_CALL_CENTER that produced the summary.
• IVR_TIME, ROUTE_TIME, PARTY_WAIT_TIME, SPEED_TO_ANSWER, TALK_TIME, WRAP_TIME, IDLE_TIME, PREVIEW_TIME, NON_PRODUCTIVE_TIME — the standard telephony and agent-time durations that feed service level and occupancy analysis.
• RESPONSE_TIME, RESOLUTION_TIME, RESOLUTION_TIME_INTERNAL — request response and resolution durations for the interaction center.
• SALES_REVENUE, SALES_ORDERS, SALES_QUOTES, LEADS_GENERATED, PROMISE_TO_PAY, AMOUNT_COLLECTED — commercial outcomes attributed to the product group and resource group.
• CAMPAIGN_ID, OUTCOME_ID, TRANSFERS — campaign attribution, general interaction outcome, and transfer volumes.
• PRODUCT_GROUP_ID and SECURITY_GROUP_ID — foreign keys to FND_PRODUCT_GROUPS and FND_SECURITY_GROUPS; HOUR supplies the time dimension and is indexed by BIX_SUM_GRP_PRD_OUT_N1 (NONUNIQUE, APPS_TS_SUMMARY).

Common Use Cases and Queries

Typical usage is reporting first-interaction resolution, service level adherence, and sales performance by product group. A representative query pattern groups the summary rows by product group and hour:

• SELECT hour, product_group_id, SUM(first_interaction_resoln_count), SUM(service_request_count) FROM bix.bix_sum_grp_prd_out GROUP BY hour, product_group_id;
• First-contact-resolution rate: first_interaction_resoln_count / NULLIF(contacts,0) grouped by interaction_center_id.
• Average handling time from (talk_time + wrap_time) / NULLIF(contacts,0).
• Revenue and lead attribution by campaign: SUM(sales_revenue), SUM(leads_generated) GROUP BY campaign_id.
• Trend analysis using the hour index for range scans across days or shifts.

All direct access should be through supported BIX collection and reporting programs; ad hoc SQL is acceptable for prototyping but not as an integration interface.

Related Objects

• FND_PRODUCT_GROUPS — joined via PRODUCT_GROUP_ID.
• FND_SECURITY_GROUPS — joined via SECURITY_GROUP_ID for row-level security.
• CCT_CALL_CENTER — source of INTERACTION_CENTER_ID and the telephony metrics.
• BIX_SUM_GRP_PRD_OUT_PK / BIX_SUM_GRP_PRD_OUT_N1 — primary key and the non-unique HOUR index used for time-based access paths.
• BIX collection and summary programs — the supported processes that populate and maintain this table.