Search Results speed_to_answer_time

Overview

BIX.BIX_SUM_AGT_CLS is a summary table owned by the BIX schema and stored in the APPS_TS_SUMMARY tablespace. It aggregates contact-center agent and interaction activity by classification and interval, and is populated by Oracle EBS interaction-center / telephony summary concurrent programs rather than by direct user entry. In Oracle EBS 12.1.1 and 12.2.2, it serves as a reporting and analytics substrate for contact-center performance metrics — abandonment, wait time, transfers, IVR handling, agent talk and wrap time, and service-request throughput — and is typically consumed by BI Publisher reports, Discoverer workbooks, and custom dashboards.

The ETRM classification flags this object as unstructured / standalone rather than as a strict Data Vault hub, link, or satellite. From a Data Vault modeling perspective, it may most usefully be treated as a satellite or aggregated fact-like structure keyed on a degenerate business key, because it does not participate in an extensive foreign-key network; only SECURITY_GROUP_ID resolves to FND_SECURITY_GROUPS. The primary key, BIX_SUM_AGT_CLS_PK, is defined on SUM_AGT_CLS_ID. Oracle marks this object Oracle Internal Use Only, and supported access is limited to standard Oracle Applications programs.

Key Information Stored

The table contains 43 documented columns. The most significant for reporting purposes are:

• SUM_AGT_CLS_ID — surrogate primary key (NUMBER); no alternate unique business key is documented, so business-key candidates must be derived from the combination of INTERACTION_TYPE, INTERACTION_CLASSIFICATION, RESOURCE_ID or RESOURCE_GROUP_ID, HOUR, and MEDIA_ITEM_TYPE.
• WAIT_TIME_TO_ABANDON — total number of seconds customers waited before abandoning calls; the central metric for abandonment analysis and the column most commonly searched.
• ABANDONED_COUNT — number of abandoned calls in the aggregation interval.
• TRANSFERS — number of transfers, indicating routing inefficiency or escalation.
• INTERACTIONS_HANDLED_BY_IVR / INTERACTIONS_ANSWERED_LIVE — self-service versus live-agent volume split.
• PARTY_WAIT_TIME — total customer wait time; complements WAIT_TIME_TO_ABANDON.
• SPEED_TO_ANSWER_TIME — total ringing duration before answer.
• TALK_TIME / WRAP_TIME / IDLE_TIME — core agent-productivity durations.
• IVR_TIME / ROUTE_TIME / PREVIEW_TIME / NON_PRODUCTIVE_TIME — time decomposition across interaction stages.
• SERVICE_REQUEST_COUNT / FIRST_INTERACTION_RESOLN_COUNT — volume and first-contact-resolution indicators.
• INTERACTION_TYPE / INTERACTION_CLASSIFICATION / MEDIA_ITEM_TYPE — descriptive dimensions for grouping.
• INTERACTION_CENTER_ID — link to the call-center definition (CCT_CALL_CENTER).
• HOUR — the interval grain; indexed by BIX_SUM_AGT_CLS_N1 (nonunique, APPS_TS_SUMMARY).
• SECURITY_GROUP_ID — foreign key to FND_SECURITY_GROUPS for multi-org / data-security filtering.

Common Use Cases and Queries

Typical uses include abandonment-rate reporting, average speed-of-answer analysis, IVR containment measurement, and agent/queue productivity trending. A representative abandonment query:

• SELECT h.hour, h.interaction_center_id, SUM(abandoned_count), SUM(wait_time_to_abandon), ROUND(SUM(wait_time_to_abandon)/NULLIF(SUM(abandoned_count),0),2) avg_wait_to_abandon FROM bix.bix_sum_agt_cls s, ... WHERE security_group_id = :p_org GROUP BY h.hour, h.interaction_center_id ORDER BY h.hour
• Joining to FND_SECURITY_GROUPS on SECURITY_GROUP_ID to enforce the operating-unit security profile.
• Grouping by INTERACTION_TYPE, MEDIA_ITEM_TYPE, or RESOURCE_GROUP_ID to compare channels and teams over an HOUR-level time dimension.
• IVR containment ratio: INTERACTIONS_HANDLED_BY_IVR / (INTERACTIONS_HANDLED_BY_IVR + INTERACTIONS_ANSWERED_LIVE).
• First-contact-resolution rate: FIRST_INTERACTION_RESOLN_COUNT / SERVICE_REQUEST_COUNT.

Because the table is Oracle Internal Use Only, queries should be restricted to reporting and read-only analytics, not transactional writes.

Related Objects

• FND_SECURITY_GROUPS — referenced by SECURITY_GROUP_ID; constrains visible rows by operating-unit security.
• CCT_CALL_CENTER — source of INTERACTION_CENTER_ID; provides call-center attributes for joins.
• BIX_SUM_AGT_CLS_N1 — nonunique index on HOUR supporting time-interval reporting.
• BIX_SUM_AGT_CLS_PK — primary-key constraint on SUM_AGT_CLS_ID.
• BIX summary ETL programs — concurrent programs that populate this table from interaction-center staging and fact tables.
• BI Publisher / Discoverer report definitions and custom dashboards that consume the summarized metrics.