Search Results number_of_interactions

Overview

BIX.BIX_SUM_GRP_CLS_INQ is a summary (aggregate) table owned by the BIX schema in Oracle E-Business Suite, resident in the APPS_TS_SUMMARY tablespace. It stores pre-aggregated interaction statistics for the Oracle Interaction Center (Advanced Inbound / CTI) telephony and routing components. Each row represents the count of customer interactions — inbound calls, inquiries, or routed contacts — grouped by hour, interaction center, inquiry type, marketing campaign, routing classification, and agent resource group. The table supports historical and near-real-time reporting on call-center workload without incurring the cost of scanning the high-volume base interaction tables.

Per the documentation, the object is flagged as Oracle Internal Use Only: Oracle Corporation does not support direct access except from standard Oracle Applications programs. Direct SQL against this table should therefore be confined to reporting and read-only scenarios, and the column semantics should be treated as governed by the seeded BIX summarization programs.

The heuristic Data Vault classification derived from the FK structure is standalone. Although the only documented outbound foreign key points to FND_SECURITY_GROUPS via SECURITY_GROUP_ID, the table also carries a surrogate primary key plus a composite business grouping (hour, resource group, classification, inquiry type, campaign). From a modeling perspective this behaves like a satellite or aggregate fact keyed by a synthetic identifier rather than a strict hub or link, and the classification should be treated as a suggestion rather than an authoritative EDW design designation.

Key Information Stored

• SUM_GRP_CLS_INQ_ID (NUMBER, mandatory) — Surrogate primary key defined by BIX_SUM_GRP_CLS_INQ_PK. Not a business key and not reused across EBS modules.
• INTERACTION_CENTER_ID (NUMBER) — Sourced from CCT_CALL_CENTER; identifies the interaction center responsible for the aggregated traffic. This is the strongest business-key candidate alongside HOUR and RESOURCE_GROUP_ID.
• INQUIRY_TYPE (VARCHAR2 32) — Classification of the inquiry that produced the interactions.
• CAMPAIGN_ID (NUMBER) — Campaign that generated the call; links aggregate volumes to outbound or blended campaign activity.
• INTERACTION_CLASSIFICATION (VARCHAR2 240) — Routing module classification applied to the interactions, forming the grouping granularity referenced in the table name.
• RESOURCE_GROUP_ID (NUMBER) — Agent group that handled the interactions; the principal dimension for workforce and queue reporting.
• HOUR (DATE) — Hour bucket for the summary. A nonunique index, BIX_SUM_GRP_CLS_INQ_N1, exists on this column, reflecting its role as the dominant range and time-slice predicate.
• NUMBER_OF_INTERACTIONS (NUMBER) — The additive measure: number of interactions making up the sums. This is the column most frequently targeted by searches and reports built on this object.
• SECURITY_GROUP_ID (NUMBER) — Column used for CRM hosting; the sole documented FK target, referencing FND_SECURITY_GROUPS.

Common Use Cases and Queries

Typical usage centers on hourly call-volume trending, campaign-per-hour effectiveness, and per-agent-group workload distribution. Because HOUR carries a dedicated index and NUMBER_OF_INTERACTIONS is the only measure, the canonical query pattern filters on a time range and rolls up by one or two dimensions.

Hourly interaction volume by resource group:

• SELECT HOUR, RESOURCE_GROUP_ID, SUM(NUMBER_OF_INTERACTIONS) FROM BIX.BIX_SUM_GRP_CLS_INQ WHERE HOUR BETWEEN :start_hour AND :end_hour GROUP BY HOUR, RESOURCE_GROUP_ID ORDER BY HOUR;

Campaign contribution to total interactions over a period:

• SELECT CAMPAIGN_ID, INTERACTION_CLASSIFICATION, SUM(NUMBER_OF_INTERACTIONS) FROM BIX.BIX_SUM_GRP_CLS_INQ WHERE HOUR >= :period_start GROUP BY CAMPAIGN_ID, INTERACTION_CLASSIFICATION;

Inquiry-type mix and peak-hour identification:

• SELECT INQUIRY_TYPE, SUM(NUMBER_OF_INTERACTIONS) FROM BIX.BIX_SUM_GRP_CLS_INQ GROUP BY INQUIRY_TYPE;
• SELECT TO_CHAR(HOUR,'YYYY-MM-DD HH24') AS hour_bucket, SUM(NUMBER_OF_INTERACTIONS) FROM BIX.BIX_SUM_GRP_CLS_INQ WHERE INTERACTION_CENTER_ID = :ic_id GROUP BY TO_CHAR(HOUR,'YYYY-MM-DD HH24');

Usage in practice includes Interaction Center supervisor dashboards, capacity and staffing forecasts, campaign ROI overlays, and data extracts feeding an enterprise warehouse where the aggregate serves as the staging granule for call-fact marts.

Related Objects

• FND_SECURITY_GROUPS — Referenced through SECURITY_GROUP_ID; join on SECURITY_GROUP_ID for CRM hosting security filtering.
• CCT_CALL_CENTER — Source of INTERACTION_CENTER_ID; join on INTERACTION_CENTER_ID to resolve interaction center names and configuration.
• APPS.BIX_SUM_GRP_CLS_INQ — The application-layer synonym / view over the BIX table; documented as the referencing object and the supported access point.
• BIX_SUM_GRP_CLS_INQ_N1 — Nonunique index on HOUR in APPS_TS_SUMMARY; relevant to query plan analysis for time-filtered reports.
• BIX_SUM_GRP_CLS_INQ_PK — Primary key index on SUM_GRP_CLS_INQ_ID.
• Other BIX summary tables — Sibling aggregates in the BIX schema that share the same hourly summarization grain and dimension columns, used together when building consolidated Interaction Center reporting.

Because the table is dependency-light — referencing only FND_SECURITY_GROUPS and referenced by the APPS wrapper — integration is normally achieved through the seeded summary programs and reporting layer rather than through transactional APIs.