KPIs for Oracle Siebel CRM Monitoring

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Availability2014.1 or later

KPI levels

Layers of Siebel metrics

Business-Process KPIs

Metrics for complete workflows

Component Resource KPIs

Server and component usage

Error KPIs

Failure rates and counts

Overview

GermainUX includes preconfigured KPIs for monitoring Oracle Siebel CRM user experience, business processes, availability, components, tasks, errors, crashes, integrations, workflows, database activity, logs, and synthetic transactions. These KPIs help teams:

Measure the experience of actual Siebel users
Identify slow screens, clicks, requests, and workflows
Detect component, server, Gateway, and HTTP outages
Monitor tasks, processes, memory, CPU, and capacity
Analyze Object Manager errors and crashes
Measure EAI, Web Service, Workflow, and database transactions

Show all 9

Track Service Request volume and resolution time
Proactively validate Siebel with synthetic transactions
Correlate user-facing symptoms with server-side causes

The available KPIs depend on the deployed GermainUX components, enabled data sources, Siebel version, and monitoring configuration.

KPI levels

Level	Purpose
UX	Measures user activity, perceived performance, sessions, clicks, feedback, and workflows
Technology	Measures Siebel servers, components, tasks, logs, errors, crashes, integrations, and database activity
UX and Technology	Connects user-facing activity with the corresponding server-side transaction or process

Real User Experience KPIs

Session Replay KPIs

Siebel sessions use the standard GermainUX User Monitoring and Session Replay KPIs. These KPIs provide:

User-session duration
Session status and outcome
Recorded user activity
Replay availability
Application, browser, device, and user context
Errors, business processes, and feedback associated with the session

See KPIs for User Monitoring and Replay.

Click and browser KPIs

KPI	Level	Data model	Description
Siebel JavaScript Console Event	UX and Technology	`UxConsoleEvent`	Captures a JavaScript console event generated while using Siebel Open UI.
Siebel JavaScript Popup Dialog	UX and Technology	`UxEvent`	Captures a Siebel JavaScript popup, alert, error, or validation dialog.
Siebel Mouse Click	UX	`UxEvent`	Captures an individual mouse click in the Siebel user interface.
Siebel Outbound HTTP Request	Technology	`SiebelOutboundHttpRequest`	Measures an outbound HTTP request initiated from the Siebel browser context.
Siebel User Click	UX	`UserClick`	Measures the cumulative duration of synchronous and asynchronous Siebel activity occurring between two consecutive user clicks.
Siebel Login Txns	UX and Technology	`SiebelUserTransaction`	Measures the duration of a Siebel login transaction.

The Siebel User Click KPI connects the user’s action with all browser and Siebel requests generated by that action.

User Feedback KPIs

User Feedback KPIs capture positive and negative responses, comments, scores, and the corresponding application and session context. See KPIs of Real User Feedback Popup.

Business-Process KPIs

KPI	Level	Data model	Description
Siebel BP Escl Req Created	Technology	`GenericMetric`	Measures the number of escalation requests created for monitored Siebel business processes.
Siebel BP Query Srv Req Created	Technology	`GenericMetric`	Measures the number of Query Server requests created for monitored Siebel business processes.
Siebel BP User Created	Technology	`GenericMetric`	Measures user-created Siebel business-process activity.
Siebel Login BP	UX and Technology	`GenericBusinessProcess`	Measures the complete Siebel user-login business process.
Siebel SR BP	Technology	`GenericBusinessProcess`	Measures the duration of a monitored Siebel Service Request business process.
Siebel SR BP Step	Technology	`GenericBusinessProcessStep`	Measures an individual step within the Service Request business process.
Siebel User Session Backend BP	UX and Technology	`GenericBusinessProcess`	Measures the server-side business process associated with a Siebel user session.
Siebel User Session Backend BP Step	UX and Technology	`GenericBusinessProcessStep`	Measures an individual server-side step associated with a Siebel user session.
Siebel EAI Session BP	Technology	`GenericBusinessProcess`	Measures a complete Siebel EAI session business process.
Siebel EAI Session BP Step	Technology	`GenericBusinessProcessStep`	Measures an individual step within a Siebel EAI session.

Custom business-process definitions can generate additional process and process-step KPIs.

Siebel Data KPIs

KPI	Level	Data model	Description
Siebel Open SR Count	Technology	`GenericMetric`	Measures the number of open Siebel Service Requests.
Siebel Escalation Request Count	Technology	`GenericMetric`	Measures the number of Siebel escalation requests.
Siebel SR Resolution Time	Technology	`GenericTransaction`	Measures the time required to resolve a Siebel Service Request.
Siebel Parameter Update	Technology	`GenericEvent`	Captures a monitored Siebel parameter or configuration update.
Siebel Interaction Activity	Technology	`GenericEvent`	Captures monitored Siebel interaction activity.

Availability and Status KPIs

KPI	Level	Data model	Description
Siebel Component Availability	Technology	`GenericMetric`	Measures availability for an individual Siebel component.
Siebel Gateway Availability	Technology	`GenericMetric`	Measures Siebel Gateway availability.
Siebel HTTP Availability	Technology	`GenericMetric`	Measures the availability of the configured Siebel HTTP endpoint.
Siebel Server Availability	Technology	`GenericMetric`	Measures whether a Siebel server is available.
Siebel Status	Technology	`GenericEvent`	Captures a Siebel server or component status change, such as server startup.
Siebel Gateway Service Txns	Technology	`SiebelServiceTransaction`	Measures the duration of a Siebel Gateway service transaction.
Siebel Server Request Count	Technology	`GenericMetric`	Measures the number of requests processed by a Siebel server.

Component Resource KPIs

KPI	Level	Data model	Description
Siebel Component CPU	Technology	`GenericMetric`	Measures CPU usage for a Siebel component.
Siebel Component Process CPU	Technology	`GenericMetric`	Measures CPU usage for a Siebel task or component process.
Siebel Component Physical Memory	Technology	`GenericMetric`	Measures physical-memory usage for a Siebel component.
Siebel Component Virtual Memory	Technology	`GenericMetric`	Measures virtual-memory usage for a Siebel component.
Siebel Component Thread Count	Technology	`GenericMetric`	Measures the number of threads used by a Siebel component.
Siebel File Size	Technology	`GenericMetric`	Measures the size of a monitored Siebel log or diagnostic file.

Task and Process KPIs

KPI	Level	Data model	Description
Siebel Component Task Count	Technology	`GenericMetric`	Measures the number of running tasks for each Siebel component.
Siebel Component Task Percent	Technology	`GenericMetric`	Measures running tasks as a percentage of the component’s configured maximum tasks.
Siebel Failed Task Count	Technology	`GenericMetric`	Measures the number of failed Siebel tasks.
Siebel Global Background Task Count	Technology	`GenericMetric`	Measures the total number of running background tasks.
Siebel Global Batch Task Count	Technology	`GenericMetric`	Measures the total number of running batch tasks.
Siebel Global Interactive Task Count	Technology	`GenericMetric`	Measures the total number of running interactive tasks.
Siebel Global Task Count	Technology	`GenericMetric`	Measures the total number of running Siebel tasks.
Siebel MaxTasks Per Process	Technology	`GenericMetric`	Measures the configured maximum tasks per Siebel process.
Siebel Task Errors	Technology	`SiebelErrorEvent`	Measures task-level errors found in Siebel logs.
Siebel Task Physical Memory	Technology	`GenericMetric`	Measures physical-memory usage for a Siebel task.
Siebel Task Thread Count	Technology	`GenericMetric`	Measures the number of threads used by a Siebel task.
Siebel Task Transaction	Technology	`GenericTransaction`	Measures a monitored Siebel task transaction.
Siebel Task Virtual Memory	Technology	`GenericMetric`	Measures virtual-memory usage for a Siebel task.
Siebel Tasks Per Process - Percent	Technology	`GenericMetric`	Measures running tasks as a percentage of allowed tasks per process.
Siebel Tasks Per Process - Running	Technology	`GenericMetric`	Measures the number of running tasks per process.

Hung Session and Backlog KPIs

KPI	Level	Data model	Description
Siebel Hung EAI Sessions	Technology	`GenericMetric`	Measures the number of hung Siebel Enterprise Application Integration sessions.
Siebel Hung User Sessions	Technology	`GenericMetric`	Measures the number of hung Siebel user sessions.
Siebel WorkMon Backlog	Technology	`GenericMetric`	Measures the monitored WorkMon backlog.
Siebel WorkMon Backlog Component	Technology	`GenericMetric`	Measures WorkMon backlog by Siebel component.

Error KPIs

KPI	Level	Data model	Description
Siebel Errors	Technology	`SiebelErrorEvent`	Measures Siebel errors detected in monitored log files.
Siebel Gateway Errors	Technology	`SiebelErrorEvent`	Measures errors detected in Siebel Gateway logs.
Siebel Container Event	Technology	`SiebelErrorEvent`	Captures Siebel Application Container errors and warnings.
Siebel Task Errors	Technology	`SiebelErrorEvent`	Measures task-related errors detected in Siebel logs.
Siebel SRBroker Blocked Error	Technology	`SiebelErrorEvent`	Captures an SRBroker failure when the broker does not reply within the configured time.
Siebel SRBroker Blocked Warning	Technology	`SiebelErrorEvent`	Measures blocked SRBroker conditions associated with `SBL-SCB-00011`.
Siebel SRM Task Hist Error	Technology	`GenericEvent`	Captures an error associated with Siebel Server Request Manager task history.
SWSE Request Errors	Technology	`GenericEvent`	Measures errors detected in Siebel Web Server Extension request logs.
Siebel CTI Toolbar Debug Hang	Technology	`GenericEvent`	Measures CTI Toolbar hangs identified through debug data.
Siebel CTI Toolbar Hang	Technology	`GenericEvent`	Measures detected Siebel CTI Toolbar hangs.

Crash KPIs

KPI	Level	Data model	Description
Siebel Component Crash	Technology	`ErrorEvent`	Represents a correlated Siebel component crash assembled from available server evidence.
Siebel Core Crash	Technology	`GenericEvent`	Captures a Siebel crash detected through a core dump.
Siebel Enterprise Crash	Technology	`GenericEvent`	Captures a crash detected through the Siebel Enterprise log.
Siebel FDR Crash	Technology	`GenericEvent`	Captures a crash detected through a Flight Data Recorder file.
Browser Crash	Technology	`GenericEvent`	Captures a crash detected through a browser, for example Chrome.

GermainUX correlates related error, Enterprise, FDR, and core evidence and can categorize crashes as new or known.

Siebel Application Container KPIs

KPI	Level	Data model	Description
Siebel Container Event	Technology	`SiebelErrorEvent`	Captures errors and warnings generated by the Siebel Application Container.
Siebel Container Request	Technology	`InboundHttpRequest`	Measures inbound requests processed by the Siebel Application Container.

EAI and Integration KPIs

KPI	Level	Data model	Description
Siebel EAI Event	Technology	`GenericEvent`	Captures a Siebel EAI session event.
Siebel EAI Session BP	Technology	`GenericBusinessProcess`	Measures the complete duration of a Siebel EAI session.
Siebel EAI Session BP Step	Technology	`GenericBusinessProcessStep`	Measures an individual EAI session step.
Siebel EAI Txns	Technology	`SiebelWebServiceTransaction`	Measures the duration of a Siebel Enterprise Application Integration transaction.
Siebel Hung EAI Sessions	Technology	`GenericMetric`	Measures hung EAI sessions.
Siebel Web Service Txns	Technology	`SiebelWebServiceTransaction`	Measures the duration of a Siebel Web Service transaction.

Database KPIs

KPI	Level	Data model	Description
Siebel SQL Queries	Technology	`SiebelDatabaseTransaction`	Measures the duration of a SQL query executed by Siebel.
Siebel Synthetic DB Txns	Technology	`GenericTransaction`	Measures a synthetic database transaction used to validate database availability or performance.

Correlate SQL-query duration with Siebel user clicks, Object Manager activity, workflows, and business processes to determine whether database activity contributes to user-facing slowness.

Service Transaction KPIs

KPI	Level	Data model	Description
Siebel Bus Svc Invocations	Technology	`SiebelWebServiceTransaction`	Measures the duration of Siebel Business Service invocations.
Siebel State Svc Txns	Technology	`SiebelStateServiceTransaction`	Measures Siebel State Service transaction duration.
Siebel Task Svc Txns	Technology	`SiebelTaskServiceTransaction`	Measures Siebel Task Service transaction duration.
Siebel Toolkit Svc Txns	Technology	`SiebelToolkitServiceTransaction`	Measures Siebel Toolkit Service transaction duration.
Siebel Web Engine Svc Txns	Technology	`SiebelWebEngineTransaction`	Measures Siebel Web Engine service transaction duration.
Siebel Workflow Svc Txns	Technology	`SiebelWorkflowServiceTransaction`	Measures Siebel Workflow Service transaction duration.

Web Engine and User Transaction KPIs

KPI	Level	Data model	Description
Siebel User Txns	UX and Technology	`SiebelUserTransaction`	Measures the duration of a Siebel user transaction.
Siebel Web Engine Txns	Technology	`SiebelWebServiceTransaction`	Measures the duration of a Siebel Web Engine transaction.
Siebel Web Engine Svc Txns	Technology	`SiebelWebEngineTransaction`	Measures Web Engine service activity.
Siebel Web Service Txns	Technology	`SiebelWebServiceTransaction`	Measures the duration of a Siebel Web Service transaction.
Siebel Attachment Upload Duration	Technology	`GenericMetric`	Measures Siebel attachment-upload duration.

Workflow KPIs

KPI	Level	Data model	Description
Siebel Workflow Step Txns	Technology	`SiebelWorkflowStepTransaction`	Measures the duration of an individual Siebel Workflow step transaction.
Siebel Workflow Svc Txns	Technology	`SiebelWorkflowServiceTransaction`	Measures Siebel Workflow Service invocation duration.
Siebel Workflow Txns	Technology	`SiebelWorkflowTransaction`	Measures complete Siebel Workflow transaction duration.

Synthetic Monitoring KPIs

KPI	Level	Data model	Description
Siebel Synthetic Txns	Technology	`GenericTransaction`	Measures the duration and outcome of a synthetic Siebel user transaction.
Siebel Synthetic DB Txns	Technology	`GenericTransaction`	Measures a synthetic transaction against the Siebel database.

Synthetic KPIs can be used to measure:

Availability
Complete scenario duration
Individual step duration
Success or failure
Execution location
SLA compliance

Event and Configuration KPIs

KPI	Level	Data model	Description
Siebel Event Log Level	Technology	`GenericEvent`	Captures a Siebel event-log-level setting or change.
Siebel Parameter Update	Technology	`GenericEvent`	Captures a monitored Siebel parameter update.
Siebel Interaction Activity	Technology	`GenericEvent`	Captures monitored Siebel interaction activity.
Siebel Status	Technology	`GenericEvent`	Captures a Siebel server or component status event.

Using the KPIs

After data collection begins, use GermainUX dashboards and analytics to:

Compare user experience across screens, views, applets, users, teams, and environments.
Identify the slowest clicks, requests, SQL queries, services, workflows, and business-process steps.
Correlate user-facing slowness with tasks, processes, components, integrations, and database activity.
Detect unavailable or degraded Siebel servers, Gateways, components, and endpoints.
Identify components approaching task or process capacity.
Distinguish new errors and crash signatures from recurring issues.
Measure users and business processes affected by each issue.
Configure SLAs for availability, duration, capacity, errors, and workflow completion.
Alert teams when critical KPIs violate their thresholds.
Validate resolution by comparing performance before and after a change.

Oracle Siebel CRM Monitoring Configuration
Application Monitoring for Oracle Siebel CRM
Business Process Monitoring for Oracle Siebel CRM
Error Monitoring for Oracle Siebel CRM
Crash Monitoring for Oracle Siebel CRM
Synthetic User Scenario for Oracle Siebel CRM
User Monitoring and Session Replay for Oracle Siebel CRM

Pivot and Measures for KPIs
Create your KPIs
Deploy Monitoring or Automation for Oracle Siebel CRM
Configure Monitoring or Automation for Oracle Siebel CRM

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The content of this document is proprietary to GERMAIN SOFTWARE.

KPI levels

Business-Process KPIs

Component Resource KPIs

Error KPIs

​Overview

​KPI levels

​Real User Experience KPIs

​Session Replay KPIs

​Click and browser KPIs

​User Feedback KPIs

​Business-Process KPIs

​Siebel Data KPIs

​Availability and Status KPIs

​Component Resource KPIs

​Task and Process KPIs

​Hung Session and Backlog KPIs

​Error KPIs

​Crash KPIs

​Siebel Application Container KPIs

​EAI and Integration KPIs

​Database KPIs

​Service Transaction KPIs

​Web Engine and User Transaction KPIs

​Workflow KPIs

​Synthetic Monitoring KPIs

​Event and Configuration KPIs

​Using the KPIs

​Related documentation

​Related documentation

​Get Help

Contact GermainUX Support

Can't find what you need?

Overview

KPI levels

Real User Experience KPIs

Session Replay KPIs

Click and browser KPIs

User Feedback KPIs

Business-Process KPIs

Siebel Data KPIs

Availability and Status KPIs

Component Resource KPIs

Task and Process KPIs

Hung Session and Backlog KPIs

Error KPIs

Crash KPIs

Siebel Application Container KPIs

EAI and Integration KPIs

Database KPIs

Service Transaction KPIs

Web Engine and User Transaction KPIs

Workflow KPIs

Synthetic Monitoring KPIs

Event and Configuration KPIs

Using the KPIs

Related documentation

Related documentation

Get Help