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Performance Factors for Siebel Email Response

This section describes factors that drive or affect performance for Siebel Email Response deployments.

• Inbound email messages processed per hour. The number of inbound email messages processed per hour (or some other time period) by your communications infrastructure.

  Requirements for processing outbound messages are relatively minor and are tied to inbound message volume. However, other usage of the CommOutboundMgr component or of the email system must also be considered. For example, the Send Email command may be configured to send email through CommOutboundMgr.

• Volume of customer data. The total volume of customer data, including templates or categories, literature items, and so on. Template format (HTML or plain text) is a related factor.

  If you are deploying Siebel Smart Answer, you must also consider the size of the knowledge base.

Other factors include the size and complexity of inbound email messages and outbound replies.

Also relevant are user settings in the Outbound Communications section of the User Preferences screen, such as whether a reply contains the original message (Include Original Message in Reply setting), or whether HTML or plain text is an agent's default message format (Default Message Format setting).

NOTE:  Siebel Email Response coverage in this book focuses on inbound and outbound email processing. In a multichannel environment, or when Siebel Universal Queuing is deployed, session communications performance issues also apply. Using Siebel Smart Answer, especially for auto-response capabilities, reduces the number of agents needed to handle incoming email and reduces corresponding demand on session-related computing resources such as AOM or CommSessionMgr.