Search Results first_interaction_resoln_flag

Overview

BIX.BIX_INTERACTIONS is a VALID interface table owned by the BIX schema and physically stored in the APPS_TS_INTERFACE tablespace with PCTFREE 10. It captures the completed record of a single customer interaction — typically an inbound or outbound call handled by an interaction center — recording identification, routing, timing, resource, media, and outcome attributes. The table sits in the interface layer of the Oracle EBS interaction/telephony stack, meaning it is populated by standard Oracle Applications programs and is explicitly designated Oracle Internal Use Only; direct DML against it is not supported outside standard product code.

In Data Vault terms, the heuristic classification derived from its foreign key structure is hub-leaning. This suggests that BIX_INTERACTIONS behaves primarily as a business-key-bearing entity — a hub keyed on the interaction's natural identification — with linked reference attributes to scripts and security groups supplied as dependent references. Modeling it as a hub, rather than as a pure transactional satellite, is the recommended interpretation when mapping to a vault-style warehouse, with its measured facts (talk time, wait time, wrap time) logically separated into a satellite.

Key Information Stored

The table exposes 46 documented columns. The surrogate primary key is INTERACTIONS_ID (NUMBER), enforced by BIX_INTERACTIONS_PK. The principal business-key candidate is INTERACTION_IDENTIFICATION (VARCHAR2 240), the descriptive identifier of the interaction and the object of the search term "interaction_identification". Because the documented indexes include only BIX_INTERACTIONS_N2 (NONUNIQUE on START_TS, RESOURCE_ID), the identification column is not documented as uniquely indexed in the metadata.

• INTERACTIONS_ID — surrogate primary key, referenced by BIX_INTERACTIONS_INF.
• INTERACTION_IDENTIFICATION — business identification of the interaction.
• MEDIA_ITEM_TYPE / MEDIA_ITEM_REF — kind of media and the media item reference.
• INTERACTION_TYPE / INTERACTION_SUBTYPE / INTERACTION_CLASSIFICATION — call type, subtype, and routing module classification.
• ANI / DNIS — customer phone number and customer dialed number.
• RESOURCE_ID / RESOURCE_GROUP_ID / INTERACTION_CENTER_ID — agent, agent group, and call center.
• START_TS / COMPLETED_TS — interaction start and end timestamps.
• IVR_TIME, ROUTE_TIME, PARTY_WAIT_TIME, TALK_TIME, WRAP_TIME, PREVIEW_TIME, IDLE_TIME, NON_PRODUCTIVE_TIME — the duration measures that make up the interaction profile.
• OUTCOME_ID, RESULT_ID, REASON_ID — general outcome, specific result, and reason.
• CAMPAIGN_ID, LIST_ID, SCRIPT_ID — campaign, list, and script context.
• PARTY_ID, HANDLER_ID, SECURITY_GROUP_ID — customer party, client application, and security grouping (FK to FND_SECURITY_GROUPS).

Common Use Cases and Queries

Typical reporting covers agent productivity, call-center service levels, campaign effectiveness, and interaction resolution analysis. The composite index on START_TS and RESOURCE_ID supports the most common access pattern — interactions for a given agent within a time window.

• Agent productivity over a period: SELECT RESOURCE_ID, COUNT(*), SUM(TALK_TIME), SUM(WRAP_TIME), SUM(PARTY_WAIT_TIME) FROM BIX.BIX_INTERACTIONS WHERE START_TS BETWEEN :from_ts AND :to_ts GROUP BY RESOURCE_ID;
• Interaction lookup by business key: SELECT INTERACTIONS_ID, START_TS, COMPLETED_TS, OUTCOME_ID FROM BIX.BIX_INTERACTIONS WHERE INTERACTION_IDENTIFICATION = :ident;
• Campaign attribution: aggregate SALES_QUOTES, LEADS_GENERATED, and AMOUNT_COLLECTED by CAMPAIGN_ID or LIST_ID.
• Routing analysis: compare IVR_TIME and ROUTE_TIME against PARTY_WAIT_TIME to isolate queue delays.

Related Objects

The documented referential structure connects this table to a small set of significant dependents and references:

• BIX_INTERACTIONS_INF — references BIX_INTERACTIONS via INTERACTIONS_ID; the primary dependent interface object.
• JTF_IH_SCRIPTS — referenced by BIX_INTERACTIONS.SCRIPT_ID; supplies the script definition associated with the interaction.
• FND_SECURITY_GROUPS — referenced by SECURITY_GROUP_ID; enables row-level security filtering.
• CCT_CALL_CENTER — source of INTERACTION_CENTER_ID, per the documented comment on that column.
• JTF_IH_* interaction/telephony tables — the standard interaction history family that shares outcome, result, and reason reference IDs used here.