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Overview

The APPS.BIX_DM_REAL_QUEUE_SUMMARY_PKG package body is a component of the Oracle EBS Interaction Center / Telephony (Advanced Inbound) infrastructure. Its purpose is to populate and maintain the real-time queue summary data used by the BIX (Business Intelligence Extension) real-time queue monitoring and contact center dashboard functionality. Specifically, it aggregates raw interaction records from the telephony media item tables into a summarized form (BIX_DM_REAL_QUEUE_SUM) that reflects queue-level statistics such as calls offered, calls abandoned, calls answered, talk time, and queue time for each server group and classification over discrete time buckets.

The package belongs to the generic API classification "OTHER" and was originally shipped circa 2003, as indicated by the header revision (bixxrqsb.pls 115.7). It bridges the operational telephony tables with the end-user reporting tables that drive real-time queue displays in the Oracle EBS Contact Center module. Although documented in both 12.1.1 and 12.2.2, the underlying logic and dependencies are consistent across releases.

Key Procedures and Functions

• GET_CLASSIFICATION — This function accepts a classification name and resolves it to the corresponding classification_id from the CCT_CLASSIFICATIONS table. It handles the case where no matching classification exists by returning a sentinel value (-9999), and returns NULL upon any exception. It is a supporting lookup routine used by the summarization logic.
• GET_CALLS — This is the primary worker procedure. It accepts a session identifier and collects call-level metrics from the OLTP interaction tables into the temporary/staging summary table BIX_DM_REAL_QUEUE_SUM. Internally it computes calls offered, calls abandoned, abandon time, talk time, calls answered within a goal threshold, queue time for answered calls, calls answered, calls handled, and goal attainment per period. It derives the period start date and the half-hour period bucket from each interaction's start date-time, and joins to goal definitions to evaluate performance against targets. The procedure is the documented driver of the queue summary refresh.

Tables Accessed

• JTF_IH_MEDIA_ITEMS, JTF_IH_MEDIA_ITEM_LC_SEGS, and JTF_IH_MEDIA_ITM_LC_SEG_TYS — the core Interaction History (IH) telephony media item and locale segment tables, providing the raw inbound/outbound call records, direction, abandon flags, server group, classification, and start date-time used for aggregation.
• CCT_CLASSIFICATIONS — read by GET_CLASSIFICATION to translate classification labels into IDs.
• BIX_DM_GOALS — read to supply default and explicit goal thresholds used when evaluating answered-within-time performance.
• BIX_DM_REAL_QUEUE_SUM — the target summary table into which GET_CALLS inserts the computed queue statistics.

Usage Notes

The package is not a public API. It is invoked by the real-time queue summary refresh mechanism, which is referenced by one other package (the scheduler/refresh driver). In a typical deployment, a concurrent program or a scheduled job within the Contact Center framework calls the refresh logic, which in turn invokes GET_CALLS for each active telephony session. The resulting rows in BIX_DM_REAL_QUEUE_SUM are consumed by real-time queue monitoring displays and BIX dashboards.

Because the procedure writes directly to a summary table and depends on the session identifier, custom code should not call it directly unless it follows the same invocation contract expected by the parent refresh process. The $Header indicates the file is a standard Oracle-shipped package body (not a customization); the traditional guidance to avoid modifying seeded package bodies applies. Organizations seeking alternate aggregation should create a wrapper rather than editing this body.