Search Results jtf_ih_outcomes_b




Overview
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Overview

The JTF_IH_OUTCOMES_B table is a core data object within the Oracle E-Business Suite CRM Foundation module (JTF). It functions as the master repository for defining interaction outcomes, which are the recorded results or conclusions of customer interactions managed through the Interaction History system. An outcome categorizes the nature of an interaction's conclusion, such as "Contact Made," "Busy," "Left Message," or "Sale." This table stores the base transactional data (the "B" suffix typically denotes the base table), while its corresponding translatable columns are maintained in a separate table, JTF_IH_OUTCOMES_TL. Its primary role is to enforce data integrity and provide a standardized set of outcome codes that are referenced across the Interaction History and related CRM applications to ensure consistent reporting and process flow.

Key Information Stored

While the specific column list is not detailed in the provided metadata, the structure of Oracle EBS tables and the documented relationships allow for a reliable inference of its key attributes. The central column is OUTCOME_ID, which serves as the primary key and unique identifier for each outcome record. This numeric ID is the foreign key referenced by all related tables. Other standard columns typically present include START_DATE_ACTIVE and END_DATE_ACTIVE for controlling the active period of the outcome, and CREATION_DATE, CREATED_BY, LAST_UPDATE_DATE, LAST_UPDATED_BY for auditing. The table likely contains a SEEDED_FLAG column indicating if the record is shipped by Oracle or user-created, and a short CODE or NAME field for the internal outcome identifier. Descriptive text for multi-language support is stored in the related JTF_IH_OUTCOMES_TL table.

Common Use Cases and Queries

This table is central to analyzing agent performance, interaction effectiveness, and customer contact patterns. Common use cases include generating reports on the distribution of call outcomes (e.g., percentage of calls resulting in a sale), defining business rules for workflow based on outcome, and populating lists of values in application forms. A typical analytical query would join this table to interaction data. For example, to report on outcomes for interactions handled by a specific resource, one might use a SQL pattern such as:

  • SELECT oh.OUTCOME_CODE, COUNT(i.interaction_id) AS interaction_count
  • FROM JTF_IH_INTERACTIONS i,
  • JTF_IH_OUTCOMES_B oh
  • WHERE i.outcome_id = oh.outcome_id
  • AND i.resource_id = :p_resource_id
  • GROUP BY oh.OUTCOME_CODE;

Administrative use cases involve querying the table to list all active outcomes available for assignment to activities or interactions within the CRM interface.

Related Objects

As documented in the foreign key relationships, JTF_IH_OUTCOMES_B is a critical reference table for numerous transactional entities in the Interaction History schema. The OUTCOME_ID column is directly referenced by: JTF_IH_INTERACTIONS (the main interaction record), JTF_IH_ACTIVITIES (individual tasks within an interaction), and JTF_IH_WRAP_UPS (post-call summary data). It is also linked to JTF_IH_OUTCOME_RESULTS for more granular result tracking and to JTF_IH_OUTCOMES_CAMPAIGNS for campaign-specific outcome mapping. The translatable companion table, JTF_IH_OUTCOMES_TL, depends on the base table to provide language-specific names and descriptions for each OUTCOME_ID. This network of relationships underscores its role as a central code lookup for the entire interaction lifecycle.