Refresh the Business Intelligence Queue Resources Table

Use the ‘Refresh the Business Intelligence Queue Resources Table.’ scheduled process to create BI reports using the ‘Service – CRM Service Queue Resources Real Time’ or ‘CRM/Help Desk – Omni Channel Queue Resource Availability’ subject areas.

It loads BI queue resources data for reporting using the ‘Service – CRM Service Queue Resources Real Time’ or ‘CRM/Help Desk – Omni Channel Queue Resource Availability’ subject areas.

What this Scheduled Process Does

Incrementally loads cross-channel interaction data, for reporting using the CRM - CRM Interaction Aggregate subject area.

When to Use

This process needs to be executed when there are queue resources and team members data. You should run this job when you want to make an incrementally update of BI queue resource team data.

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:

• The recommended frequency depends on how often the queue resource and team member data changes. If not frequently, then the job can be run ad-hoc. If the data changes frequently, then daily or even hourly.
• Execution Time:
  • For single data record, the estimated execution time is less than 1 sec;
  • 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 should be only one instance of the job running at any one time, otherwise there will be issues. The job itself parallelizes the gathering of the data.
  • 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

None.

Troubleshooting Information

Use this information to troubleshoot the scheduled process.

• Notification of job completion would be using the standard scheduled processes notification system.

• If the scheduled job does not run successfully, the next scheduled instance will process data from both jobs.

• 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 using the ‘Service – CRM Service Queue Resources Real Time’ or ‘CRM/Help Desk – Omni Channel Queue Resource Availability’ subject area, with metrics from the Facts folder to check recent data.