Search Results wrap_time

Overview

The table BIX.BIX_SUM_AGENT is a summary (aggregate) table within the Oracle E-Business Suite 12.1.1 / 12.2.2 data model, owned by the BIX schema and stored in the APPS_TS_SUMMARY tablespace. Its name—combining the BIX application prefix, the "SUM" summary indicator, and the "AGENT" business subject—signals a pre-aggregated analytical store of agent-level interaction center metrics. In the telephony and interaction-center reporting stack, this object consolidates detail captured in transactional call and agent-state tables into pre-computed daily percentages and durations, reducing query cost for dashboards and operational reports.

Heuristically, the Data Vault classification of this object suggests a satellite pattern rather than a hub or link. As a summary of a single business subject (an agent-resource within an interaction center on a given day), it captures descriptive and quantitative measures whose keys—INTERACTION_CENTER_ID, RESOURCE_ID, and DAY—are effectively business keys owned elsewhere in the model. The table has no documented foreign key relationship to itself or other summary objects; its sole documented FK points to FND_SECURITY_GROUPS, confirming that it carries context rather than a true hub or associative link role.

Key Information Stored

BIX_SUM_AGENT contains 10 documented columns. The following are the most operationally significant:

• INTERACTION_CENTER_ID — identifier of the interaction center (queue or contact center) against which the agent's daily activity was recorded. Indexed via BIX_CENTER_N1.
• RESOURCE_ID — identifier of the agent/resource being summarized. Indexed via BIX_RESOURCE_N1.
• DAY — the reporting date on which the summarized measurements were accumulated. Indexed via BIX_DAY_N1.
• TALK_TIME — aggregate conversation/communication time for the agent on that day.
• AVAILABLE_TIME — total time the agent was available to take interactions.
• WRAP_TIME — total after-call work or "wrap" time recorded for the agent. This is the column most directly associated with the user's search term.
• IDLE_TIME — aggregate idle time accumulated by the agent.
• LOGGED_IN_TIME — total logged-in duration for the agent.
• CALLS_ANSWERED — count of calls answered by the agent.
• SECURITY_GROUP_ID — security group context used to constrain data access; documented as a foreign key to FND_SECURITY_GROUPS.

The table does not expose a documented single surrogate primary key in the metadata; the effective business key candidates are the compound (INTERACTION_CENTER_ID, RESOURCE_ID, DAY), supported by three non-unique normal indexes created in APPS_TS_SUMMARY.

Common Use Cases and Queries

BIX_SUM_AGENT is typically used for agent productivity reporting, contact-center KPI dashboards, and time-allocation ratio analysis (for example, the proportion of logged-in time spent in TALK_TIME versus WRAP_TIME versus IDLE_TIME). A representative query pattern is:

SELECT DAY, RESOURCE_ID, TALK_TIME, WRAP_TIME, CALLS_ANSWERED FROM BIX.BIX_SUM_AGENT WHERE INTERACTION_CENTER_ID = :center AND DAY BETWEEN :from_date AND :to_date ORDER BY DAY, RESOURCE_ID;

Because WRAP_TIME is a stored measure, "wrap ratio" reporting—WRAP_TIME divided by LOGGED_IN_TIME—can be computed directly without drilling into raw interaction detail, which is the primary performance benefit of a summary table. Access must be restricted to Oracle Applications programs and appropriate security-group context, as indicated by the standard "Oracle Internal Use Only" notice.

Related Objects

The documented dependency section states that BIX_SUM_AGENT does not reference any database objects, and is referenced only by the APPS synonym BIX_SUM_AGENT. Its sole documented FK is SECURITY_GROUP_ID to FND_SECURITY_GROUPS. Related objects to consider include FND_SECURITY_GROUPS (join column: SECURITY_GROUP_ID) for access control, and the underlying base agent/interaction detail tables that load this summary, which are not enumerated in the provided metadata.