DW_CXSR_QUEUES_D

This table is used to store the queues that requests get assigned to based on routing algorithm.

Details

Module: Service Request Management

Key Columns

QUEUE_ID

Columns

Columns
Name Datatype Length Precision Not Null Comments Referred Table Referred Column
QUEUE_ID NUMBER 38 0 True Queue ID    
SOURCE_RECORD_ID VARCHAR2 256     This column is for Oracle Internal use only. System Generated Unique Identifier    
QUEUE_NUMBER VARCHAR2 32     Public Unique Identifier for Queues.    
CREATION_DATE TIMESTAMP       Indicates the date and time of the creation of the row.    
LAST_UPDATE_DATE TIMESTAMP       Indicates the date and time of the last update of the row.    
QUEUE_NAME VARCHAR2 512     This column stores the name of the queue.    
QUEUE_DESCRIPTION VARCHAR2 999     Description of the queue, SLA, etc.    
OWNER_RESOURCE_ID NUMBER 38 0   Foreign key that references HZ_PARTIES (PARTY_ID), the resource responsible for the queue. DW_CXS_RESOURCE_D RESOURCE_ID
STRIPE_CODE VARCHAR2 32     Lookup code that indicates the stripe code, such as CRM or HCM. DW_CXSR_QUEUE_STRIPE_CODE_D_TL CODE
AUTO_ROUTING_FLAG VARCHAR2 16     Indicates whether this queue supports advanced automated routing (Y) or is manual (N).    
ENABLED_FLAG VARCHAR2 16     Indicates whether the queue is enabled (Y or N) for assignment.    
SKILL_ROUTING_ENABLED_FLAG VARCHAR2 16     Skill-Based Assignment Enabled    
DELETED_FLAG VARCHAR2 16     Indicates whether the queue is logically deleted (Y or N).    
EXTERNAL_FLAG VARCHAR2 16     Indicates whether this queue supports external routing (Y) or only internal routing (N).    
VIRTUAL_ASSISTANT_ENABLED_FLAG VARCHAR2 16     Indicates whether the queue is VA enabled (Y or N)    
VIRTUAL_ASSISTANT_THRESHOLD NUMBER 38 0   If the estimated wait time for a request exceeds this number of seconds, route the requests to the virtual agent.    
VIRTUAL_ASSISTANT_PERCENTAGE NUMBER 38 0   This number represents the percentage of requests that have to be routed to the virtual agent, in case the VA policy code is "VA_PERCENTAGE".    
OVERFLOW_ENABLED_FLAG VARCHAR2 16     Indicates whether the Overflow feature is enabled on this queue (Y or N)    
OVERFLOW_CONDITION_REAL_TM_Q_LENGTH NUMBER 38 0   The overflow condition is: if there are more than this number of real-time items waiting in the queue. Applicable if the Overflow policy code is ORA_SVC_OVERFLOW_QUEUE_LENGTH.    
OVERFLOW_CONDITION_NON_REAL_TM_Q_LENGTH NUMBER 38 0   The overflow condition is: if there are more than this number of non-real-time items waiting in the queue. Applicable if the Overflow policy code is ORA_SVC_OVERFLOW_QUEUE_LENGTH.    
OVERFLOW_COND_REAL_TIME_IN_Q NUMBER       The overflow condition is: if any real-time item was waiting in the queue for more than this number of hours. Applicable if the Overflow policy code is ORA_SVC_OVERFLOW_TIME_PERIOD    
OVERFLOW_COND_NON_REAL_TIME_IN_Q NUMBER       The overflow condition is: if any non-real-time item was waiting in the queue for more than this number of hours. Applicable if the Overflow policy code is ORA_SVC_OVERFLOW_TIME_PERIOD    
CREATED_BY VARCHAR2 128     Who column: indicates the user who created the row    
LAST_UPDATED_BY VARCHAR2 128     Who column: indicates the user who last updated the row    
LAST_UPDATE_LOGIN VARCHAR2 64     Who column: indicates the session login associated to the user who last updated the row    

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