User Monitoring and Session Replay for Oracle Siebel CRM (Configure)

⚙️ Configure User Monitoring and Session Replay for Oracle Siebel CRM

GermainUX Real User Monitoring captures how users interact with Oracle Siebel CRM and correlates their experience with application, browser, network, workflow, error, and server-side telemetry.

🎞️ Session Replay overview

Session Replay allows authorized teams to reconstruct the user’s experience and understand:

	Aspect
1	What the user was trying to accomplish
2	Which screens, views, and applets were used
3	Where the user waited or repeated an action
4	Which errors or validations appeared
5	Whether a control failed to respond
6	Which workflow step became inefficient
7	Whether browser, network, Siebel, integration, or database performance contributed

Component: GermainUX RUM JS
Feature availability: GermainUX 2017.2 or later

📋 Prerequisites

Before configuring user monitoring:

Prerequisite
Deploy RUM JS in Siebel Open UI.
Confirm that user browsers can reach GermainUX.
Identify the Siebel application and environment.
Obtain the base URL used by the monitored users.
Review user-identification requirements.
Define privacy, masking, and retention requirements.
Identify bots, crawlers, synthetic accounts, and service users to exclude.
Select a controlled group for initial validation.
Confirm that access to Session Replay is restricted appropriately.

See RUM JS Deployment for Oracle Siebel CRM.

✨ Create the Siebel UX Monitoring Profile

Go to:

Workspace > Settings > Wizards > Siebel OpenUI

Depending on the GermainUX version, the wizard may appear as:

Workspace > Wizards > Siebel OpenUI

Enter the requested information:

Setting	Description
Name	Descriptive application and environment name
URL	Siebel Open UI URL used by the monitored users
Privacy settings	Fields, content, and elements to mask or exclude
Bot/Crawler Exclusion	Whether known automated user agents should be excluded
Application context	Application and environment associated with the profile
Session Replay	Whether replay data should be collected
Additional options	Version-specific monitoring settings shown by the wizard

Use a name that clearly identifies the application and environment:

Siebel Call Center - Production

or:

Siebel Sales - UAT

Complete the form and select Finish.

🔍 Review the generated profile

After completing the wizard, go to:

Workspace > Analytics > UX Monitoring Profiles

Depending on the GermainUX version:

Workspace > Settings > Analytics > UX Monitoring Profiles

Select the newly created Siebel Open UI profile.

Review:

Item
Application name
Environment
URL matching
Monitoring status
Session Replay status
Privacy configuration
User-agent exclusions
Initialization script
Installation instructions
Data generators
Plugins
User and session metadata

Do not replace the standard Siebel initialization script without preserving its application-specific processing.

🚀 Deploy the generated configuration

Open the profile’s Installation section and follow the generated deployment instructions.

The installation must ensure that:

Requirement
RUM JS loads when Siebel Open UI starts.
The intended UX Monitoring Profile is selected.
Monitoring runs only on the configured Siebel URLs.
RUM JS loads only once.
User browsers can send telemetry to GermainUX.
The deployment is applied to every required Siebel node.
Updated resources are available after cache refreshes.

Start a new browser session after deployment or profile changes.

🏗️ Siebel-specific context

The standard profile enriches monitoring data with Siebel-specific context.

Depending on the Siebel version and configuration, this can include:

Context
Username
Siebel session ID
Application
Screen
View
Applet
Command or method
Record and business context
Browser session
Network-request context

🖼️ Siebel hierarchy

The standard hierarchy is:

GermainUX level	Siebel context
`level1`	Screen
`level2`	View
`level3`	Applet
`level4`	Command or method

This hierarchy allows teams to analyze performance, errors, and behavior at the precise Siebel interface level.

👤 Configure user identification

The Siebel profile can retrieve the authenticated user through the supported Siebel Open UI application API.

Validate that:

Check
The correct username or authorized identifier is captured.
Anonymous or pre-login activity is handled correctly.
User changes after logout or reauthentication are detected.
Shared accounts are identified as a limitation.
The captured identifier complies with privacy requirements.

If usernames cannot be stored, configure an approved pseudonymous or anonymized identifier while preserving the ability to associate events within the same session.

🔗 Configure session identification

The profile can associate browser activity with the current Siebel session.

Confirm that:

Check
A new session begins after login.
Events from one user are not attached to another user.
Multiple browser tabs are handled correctly.
Logout closes the active monitoring session.
A later login starts a new session.
Session identifiers are protected as sensitive values.

Do not expose raw authentication or session tokens in dashboards, logs, or replay.

🚪 Configure logout detection

Common Siebel logout markers include:

Logout
Log Out
Log Out [Ctrl+Shift+X]

The profile can also detect logout commands such as:

SWECmd=Logoff

Validate logout using every method available to users, including:

Method
Logout menu
Keyboard shortcut
Session timeout
Browser close
SSO logout
Forced reauthentication

A missed logout event can cause unrelated activity to appear in the same GermainUX session.

⏯️ Configure Session Replay

Session Replay is enabled by default for each UX Monitoring Profile unless disabled by the profile or global configuration.

To enable or disable replay for the Siebel profile:

Open UX Monitoring Profiles.
Select the Siebel Open UI profile.
Enable or disable Session Replay Monitoring.
Save the profile.

This setting affects only the selected profile.

⛔ Disable Session Replay globally

To stop collecting replay data for every application:

Go to Workspace > Settings > System > UX and Session Replay Settings.
Disable Session Replay Data.
Save the configuration.

The global setting takes precedence over the Siebel profile setting.

Disabling Session Replay does not necessarily disable all Real User Monitoring. Performance, error, click, and session facts can continue to be collected according to the profile configuration.

⏰ Configure session timeout

By default, an active session times out when GermainUX receives no new event for one hour. The session is marked Timed Out, and a later event starts a new session.

To change the timeout:

Go to Workspace > Settings > System > UX and Session Replay Settings.
Update Session Timeout, in minutes.
Save the configuration.

Choose a timeout that reflects actual Siebel usage. Contact-center users may keep Siebel open for an entire shift, while intermittent users may have long periods of inactivity.

Avoid a timeout so short that one work session is fragmented into several recordings.

🤖 Exclude bots and crawlers

Exclude automated user agents so they do not affect adoption, performance, or Session Replay analytics.

Default exclusions can include:

User agent
Baiduspider
Bingbot
DuckDuckBot
Exabot
Facebot and FacebookExternalHit
Googlebot
ia_archiver
Sogou
Slurp
YandexBot

Also consider excluding:

Type
GermainUX synthetic users
Selenium or other test automation
Health-check accounts
Service accounts
Load-testing tools
Organization-specific bots

To update exclusions:

Open the Siebel UX Monitoring Profile.
Add, modify, or remove entries under Excluded User Agents.
Save the profile.

Do not exclude a common browser user agent used by legitimate Siebel users.

🔎 Configure capture scope

Enable only the data generators required for the monitoring objectives.

Possible data includes:

Data type
User clicks
Keyboard activity
Page and view changes
Browser errors
JavaScript console events
Popup dialogs
Network requests
Performance timings
Scroll activity
Business-process events
Session Replay changes

For Siebel Open UI, hover-style monitoring can create unnecessary overhead and may be disabled in the profile:

settings.disabledDataGenerators.push('hoverStyles');

Test the effect before and after changing capture settings.

🌐 Configure network monitoring

Capture the requests required to understand Siebel interaction performance.

Enrich network facts with:

Attribute
Screen
View
Applet
Command
User
Session
Application
Request duration
Response status
Error context

Exclude:

Exclude
Unrelated third-party requests
High-volume requests with no diagnostic value
Sensitive request or response content
Authentication tokens
Session identifiers

Some Siebel errors can appear inside a successful HTTP response. Enable response-body inspection only where required and apply strict masking.

🐛 Configure error monitoring

The Siebel profile can capture:

Error type
`SBL-*` popup messages
JavaScript errors
Console events
Failed network requests
Errors contained in Siebel response bodies
User-facing application errors
User validations

Separate application failures from expected user validations so technical-error metrics remain meaningful.

See Error Monitoring for Oracle Siebel CRM.

🔒 Configure privacy

Review all standard and customized Siebel interfaces.

Mask or exclude:

Data
Passwords
Authentication tokens
Session identifiers
Customer names and identifiers
Addresses
Contact information
Payment data
Protected health information
Employee information
Notes and descriptions
Attachments
Search criteria
Custom fields containing confidential data

Apply privacy controls to:

Target
Screen content
Input values
Dropdown selections
Tables and lists
Popup dialogs
URLs
Network bodies
Feedback comments
Session metadata

Test privacy rules with representative workflows before expanding production access.

🔁 Recommended rollout

Use a phased rollout:

Development
QA
UAT
Controlled production users
Broader production population

At each stage, validate:

Validation
Script loading
Profile matching
User identification
Session boundaries
Siebel hierarchy
Click and network data
Error monitoring
Session Replay
Privacy masking
Browser performance
Data volume

✅ Validate Real User Monitoring

Perform a representative workflow:

Sign in.
Open a screen.
Navigate to a view.
Interact with an applet.
Search for a test record.
Open or safely update a record.
Trigger a known validation when appropriate.
Sign out.

Confirm that GermainUX captures:

Capture
One coherent user session
Correct user
Correct application and environment
Screens, views, and applets
Clicks and durations
Network requests
Errors and validations
Login and logout
Business-process context, when configured

🎦 Validate Session Replay

Open the recorded session and confirm that:

Check
Events appear in chronological order.
Navigation matches the original interaction.
Screen, view, and applet changes are represented.
Clicks occur on the expected controls.
Popup messages appear.
Performance delays are visible.
Errors are included in the replay timeline.
Sensitive content is masked.
Excluded elements are not recorded.
Logout ends the session.

Replay reconstructs the captured interface state and activity. It is not a video recording.

📊 KPIs

See KPIs for Oracle Siebel CRM.

Relevant user-experience KPI categories include:

KPI category
User sessions
Session Replay
User clicks
Browser transactions
Network requests
JavaScript events
Popup errors
Business processes
Business-process steps
User feedback

🖥️ Dashboards

Go to:

Workspace > Dashboards > All

Search for:

Siebel User Experience
Siebel Marketing
Other dashboards beginning with Siebel

Use dashboard filters to analyze:

Filter
User
Team
Application
Environment
Screen
View
Applet
Browser
Time range
Error
Business process

🔧 Troubleshooting

❓ No user sessions appear

Verify that:

Check
RUM JS loads successfully.
The correct profile matches the Siebel URL.
The profile is enabled.
Browser telemetry requests succeed.
Proxy, firewall, and TLS configuration permit communication.
The user agent is not excluded.
The application and environment are configured correctly.

👥 The username is missing

Check:

Siebel application initialization timing
Access to the supported Siebel user API
Metadata-provider timeout
Login state
Custom Siebel authentication
Whether the event occurred before login completed

🖼️ Screen, view, or applet is missing

Verify:

Access to the active Siebel application
Active-view and active-applet detection
Network-request parameter parsing
Custom Open UI behavior
Timing of dynamically created applets
Whether the interaction occurs in a popup or separate frame

🚫 Session Replay is unavailable