Search Results get_available_time

Overview

BIX_AGT_COLLECT is an Oracle E-Business Suite PL/SQL package body owned by the APPS schema and classified under the ETRM "BIX" (Business Intelligence/Interaction Center) family. Its stated purpose is the collation of agent-level statistics from Oracle Interaction Center telephony and interaction session data, aggregating session, activity, and interaction records into summarized agent performance metrics. The package body header ("$Header: bixsesso.plb 115.0 2004/09/14") indicates it belongs to the session/agent summarization subsystem (BIXSESSO), consistent with its role in populating agent summary tables used for contact center reporting.

The primary internal driver is the private procedure COLLATE_AGENT, which iterates over agent sessions within a caller-supplied date range (p_start_date, p_end_date) and computes metrics including available time, wrap time, talk time, idle time, logged-in time, and calls answered for each resource. Callers of the search term "get_available_time" will find that this name refers to a private cursor declared inside COLLATE_AGENT, not to a public API or documented procedure.

Key Procedures and Functions

• COLLECT_AGT_DATA — The single documented public program unit. This is the entry point invoked by external callers (typically a concurrent program) to run the agent data collation process for a defined period. It drives the aggregation logic and, in practice, invokes the internal COLLATE_AGENT procedure per agent/resource.
• COLLATE_AGENT (internal, not in the public documentation list) — Performs the per-agent computation loop over the requested date range. Though not a published API, it defines the package's core behavior and contains the get_available_time, get_login_time, and get_times cursors.
• WRITE_LOG (internal helper) — A logging utility used to record processing messages and errors with a procedure-name context.

No parameter lists are documented for these units; COLLECT_AGT_DATA should be treated as the only supported invocation surface, and its signature should not be assumed beyond what ETRM records.

Tables Accessed

• IEU_SH_SESSIONS — Source of agent login sessions; supplies begin/end timestamps used to compute logged-in time and to bound each session window.
• IEU_SH_ACTIVITIES — Source of session activities; the WORK_REQUEST activity type is summed to derive available time.
• BIX_INTERACTIONS — Source of interaction-level metrics (talk time, wrap time, and answered-call counts via USER_ATTRIBUTE2), grouped by interaction center.
• BIX_SUM_AGENT — The agent summary target; collated metrics are written here for reporting consumption.
• JTF_RS_RESOURCE_EXTNS — Resource extension data used to validate or enrich agent resource identifiers before summarization.

Usage Notes

BIX_AGT_COLLECT is not referenced by any other documented packages (0 dependents), indicating it is a top-level batch utility rather than a shared API. It is typically invoked from a concurrent program or scheduled job that passes a date range, collating agent statistics for Interaction Center reporting. Because it reads session and activity tables that are populated by the telephony integration layer, the package should be run only after those source records have been loaded and closed (the cursors filter on ACTIVE_FLAG IS NULL, meaning only completed sessions are considered).

When troubleshooting the search term "get_available_time," note that it is a private cursor within COLLATE_AGENT that joins IEU_SH_ACTIVITIES to IEU_SH_SESSIONS on session_id and filters to activity_type_code = 'WORK_REQUEST' for a specific resource and session start date. It computes available time as the elapsed seconds between activity begin and end timestamps. Customizations should not call this cursor directly; instead, invoke the documented COLLECT_AGT_DATA entry point. Any direct modification to these internal cursors or to the session-matching predicates risks producing incorrect agent summary figures.