SVC_CUSTOMER_JOURNEY
This table represents each complete customer support journey from entry to exit, providing a unified view across sessions, channels, and products for analytics and journey tracking.
Details
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Schema: FUSION
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Object owner: SVC
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Object type: TABLE
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Tablespace: Default
Primary Key
| Name | Columns |
|---|---|
|
SVC_CUSTOMER_JOURNEY_PK |
JOURNEY_ID |
Columns
| Name | Datatype | Length | Precision | Not-null | Comments |
|---|---|---|---|---|---|
| JOURNEY_ID | NUMBER | 18 | Yes | Auto-generated primary key. | |
| CREATION_DATE | TIMESTAMP | Yes | Who column: indicates the date and time of the creation of the row. | ||
| CREATED_BY | VARCHAR2 | 64 | Yes | Who column: indicates the user who created the row. | |
| LAST_UPDATE_DATE | TIMESTAMP | Yes | Who column: indicates the date and time of the last update of the row. | ||
| LAST_UPDATED_BY | VARCHAR2 | 64 | Yes | Who column: indicates the user who last updated the row. | |
| LAST_UPDATE_LOGIN | VARCHAR2 | 32 | Who column: indicates the session login associated to the user who last updated the row. | ||
| OBJECT_VERSION_NUMBER | NUMBER | 9 | Yes | Used to implement optimistic locking. This number is incremented every time that the row is updated. The number is compared at the start and end of a transaction to detect whether another session has updated the row since it was queried. | |
| DELETED_FLAG | VARCHAR2 | 1 | Yes | Logical delete flag (Y/N). | |
| CUSTOMER_PARTY_ID | NUMBER | 18 | FK to HZ_PARTIES when known. | ||
| IS_ANONYMOUS_FLAG | VARCHAR2 | 1 | Yes | Anonymous journey flag (Y/N). | |
| JOURNEY_START_TIME | TIMESTAMP | Yes | Time of first event. | ||
| JOURNEY_END_TIME | TIMESTAMP | Time of last event. | |||
| JOURNEY_STATUS_CD | VARCHAR2 | 30 | Yes | Journey status (ACTIVE/COMPLETED/ABANDONED). | |
| CATEGORY_ID | NUMBER | 18 | FK to SVC_CATEGORIES. | ||
| PRODUCT_ID | NUMBER | 18 | Part of the foreign key with INVENTORY_ITEM_ID that references EGP_SYSTEMS_ITEMS_B (INVENTORY_ITEM_ID, ORGANIZATION_ID), the foreign key identifies the product. |
Foreign Keys
| Table | Foreign Table | Foreign Key Column |
|---|---|---|
| SVC_CUSTOMER_JOURNEY | svc_categories_b | CATEGORY_ID |
| SVC_CUSTOMER_JOURNEY | hz_parties | CUSTOMER_PARTY_ID |
| svc_journey_events | svc_customer_journey | JOURNEY_ID |
| svc_jrny_transitions | svc_customer_journey | JOURNEY_ID |
Indexes
| Index | Uniqueness | Tablespace | Columns |
|---|---|---|---|
| SVC_CUSTOMER_JOURNEY_N1 | Non Unique | Default | JOURNEY_STATUS_CD |
| SVC_CUSTOMER_JOURNEY_N2 | Non Unique | Default | CUSTOMER_PARTY_ID |
| SVC_CUSTOMER_JOURNEY_N4 | Non Unique | Default | JOURNEY_START_TIME |
| SVC_CUSTOMER_JOURNEY_N5 | Non Unique | Default | JOURNEY_END_TIME |
| SVC_CUSTOMER_JOURNEY_PK | Unique | Default | JOURNEY_ID |
| SVC_CUSTOMER_JOURNEY_U1 | Unique | Default | LAST_UPDATE_DATE, JOURNEY_ID |