This table requires activation of HR Help Desk functional area. This table is used to store the queues that requests get assigned to based on routing algorithm.
Module:
QUEUE_ID
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. | |||||
QUEUE_NAME | VARCHAR2 | 512 | This column stores the name of the queue. | ||||
QUEUE_DESCRIPTION | VARCHAR2 | 999 | Description of the queue, SLA, etc. | ||||
STRIPE_CODE | VARCHAR2 | 32 | Lookup code that indicates the stripe code, such as CRM or HCM. | DW_HRSR_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 |
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