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