1. Understanding Scheduled Processes
  2. Fully Loads Cross-Channel Interaction Data for Reporting

Fully Loads Cross-Channel Interaction Data for Reporting

Use the Fully Loads Cross-Channel Interaction Data for Reporting scheduled process to create BI reports using the CRM – CRM Interaction Aggregate subject area.

Fully loads cross-channel interaction data, or refreshes the data based on a particular date, for reporting using the CRM – CRM Interaction Aggregate subject area.

When to Use

This process needs to be executed when there are interactions crossing channels and agents. This is an on-demand job. You must run this job in the following scenarios:

  • Any time interaction data needs to be refreshed from a specific date.

Privileges Required

Verify that you have the following privileges:

  • To administer the job the following roles are required with delete, execute, read and update:
    • ORA_SVC_HELPDESK_ADMINISTRATION
    • ORA_SVC_SR_ADMINISTRATOR
  • To schedule the job the following privilege is required
    • SVC_SCHEDULE_SERVICE_JOBS_PRIV

Before You Start

Review the following before scheduling this scheduled process:

  • Recommended Frequency:
    • Ad-hoc, based on need
  • Execution Time:
    • For single data record, the estimated execution time is less than 1 second.
    • For batch job on volume of 10K records, the estimated execution time is less than 1 minute
  • Compatibility:
    • No other processes are triggered when this job runs
    • No potential impact on the server performance while this job is running.
    • There can be only one instance of the job running at any one time, otherwise there will be issues. A built-in locking mechanism prevents a second instance of the job from being started before the current instance has finished. The job itself parallelizes the gathering of the data.
    • There are no issues with business processes executing in parallel with this job.
    • This scheduled process is incompatible with itself; therefore, only one instance of the job should be running at any particular time.

Parameters

You might need to specify some of the following parameters:

Troubleshooting Information

Parameter Optional or Mandatory Description Parameter Values Special Combinations Required Notes
RefreshDate Mandatory Date from which data needs to be loaded/ refreshed in the cross channel interaction table. Date Values None

This parameter is date LOV driven.

Use this information to troubleshoot the scheduled process.
  • Notification of job completion would be using the standard ESS job notification system.
  • If the scheduled job does not run successfully, user would need to re –run the job manually.
  • This scheduled process idempotent, and no cleanup activity is required if the job fails.
  • When the scheduled process starts it will attempt to obtain a process lock. If no other instance of the process is running, it will be successful. Upon successful completion or in the event the process fails gracefully, the lock will be released.
  • If the scheduled process is unable to obtain a process lock, the lock will automatically expire after 24 hours.
  • To verify this scheduled process is running successfully, create a BI report from the CRM – CRM Interaction Aggregate subject area with the following metrics and search for recent data:
    • Time
    • Facts > Interaction Cross Channel Aggregate Facts