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Oracle® Real User Experience Insight User's Guide
Release 6.5.2 for Linux x86-64

Part Number E20330-01
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K Siebel Support

This appendix provides a detailed discussion of the support available for the accurate monitoring of Siebel applications. Note that this support is only available if you have a valid Application Management Suite for Siebel licence. For more information, contact your Oracle representative.

K.1 Introduction

The monitoring support provided is designed to support HI applications (such as Callcenter, Sales, Service, Marketing, and PRMManager) for Siebel 7.7 and higher.

K.2 Creating Siebel Suite Definitions

You can create suite definitions for Siebel-based applications in the same way as for any other supported Oracle Enterprise architecture. The procedure to create suites is described in Section 6.5, "Working With Suites".

K.3 Verifying the Cookie Technology

When creating a Siebel suite instance, a preconfigured cookie for the Siebel environment is automatically created. This is implemented as a custom cookie, with the name _sn. Probably this is suitable for your Siebel applications. However, depending on the configuration of your environment, you may need to modify it.

K.4 Verifying and Evaluating Your Configuration

To ensure the quality of the data being collected and reported by RUEI for your Siebel-based applications, it is strongly recommended that you verify their reported details. You should pay particular attention to the number of associated pages detected for the defined suite(s).

Select Data Browser, then the All pages group, the Application sub-group, and then the page views and hits item. A screen similar to the one shown in Figure K-1 appears.

Figure K-1 Example Application Page Views

Description of Figure K-1 follows
Description of "Figure K-1 Example Application Page Views"

Click down into each required application and verify that page views and hits are recorded correctly.

K.5 Obtaining the User Logon

Sometimes, the visitor's logon is not easily obtainable. For example, because of Single Sign-On (SSO) constructions that lead to alternative visitor logons outside the Web layer. In this case, you should include the following JavaScript code within the Web template page (or multiple pages) accessed by visitors when entering a monitored Siebel application:

<SCRIPT LANGUAGE="JavaScript">   var loginname = top.theApplication().GetProfileAttr("Login Name");   document.cookie = 'siebeluserid='+loginname  </SCRIPT>

To identify the required Web template file(s), do the following:

  1. Determine the relevant Web page(s) currently used by your Siebel application. Within Siebel Tools Object Explorer, click Application, and query for the Siebel application that you are monitoring (for example, Siebel Public Sector). Note the field value (for example, Login Web Page for the logon Web page).

  2. Within Siebel Tools Object Explorer, click Web Page, and query for the Web page noted in the step above. Note the Web Template field value. This is the Web template used to render the page.

  3. Within Siebel Tools Object Explorer, click Web Template, and query for the Web template noted in the step above. Expand the Web Template icon in the Object Explorer, and click Web Template File. Note the Filename field value. This is the Web template file.

  4. Update the identified Web template file to include the JavaScript code described above.

K.6 Hostnames and URL Prefixes

An Siebel implementation is analyzed by examining all traffic that passes between the Web server and the clients, either visitor browsers or software that accesses the Siebel Enterprise Application Integration (EAI) interface.

This traffic has the following structure:


Table K-1 explains the above elements.

Table K-1 Siebel Suite Definitions mapping

Element Content


The protocol used (sometimes HHTPS).


The server (host) name used to make the connection.


The port used to make the connection.


The name of the application (such as sales, eService, callcenter, and so on).


The language identifier, such as enu (English), deu (German), and so on.


The parameters specified to access certain functions. Currently, these are used to identify certain actions, and find business valuable names for these actions. The following parameters are recognized:

  • SWEScreen

  • SWEView

  • SWEApplet

  • SWEMethod

  • SWECmd

  • SWEExtCmd

  • SWEUserName

Figure K-2 shows an example of how a Siebel application is reported in RUEI.

Figure K-2 Siebel Application Reporting

Description of Figure K-2 follows
Description of "Figure K-2 Siebel Application Reporting"

K.7 Sessions

The recognition of individual visitor sessions is based on session cookies. By default, the session cookie used is _sn. If this cookie is used not used, it can be removed, and a custom cookie defined with the required name. Note that it is not possible to recognize cookies based on parameters in the URL.

It is strongly recommended that you ensure that the cookie name is correctly specified within RUEI to track visitor sessions.

K.8 Actions and Pages

The actions executed by the user are tracked by RUEI. The actions are recognized by their call to the Siebel server (a list of known parameters is used in that call). Looking at one user session, all hits are set in a time-ordered line. The recognized hits are marked as user actions, the others as elements of that action (such as images/objects/activeX-component loading/javascript-library-loading). The reported loading times per page are the calculated based on the action, and include all elements.

K.9 Reported Application Names

The application names reported in RUEI are based on the following format:

suite » application » screen » view » applet » action

The information is based on the parameter information that passes by on the line, and is preserved in the session, as long as it is valid.

K.10 Functional Error Recognition

Siebel errors are recognized as page elements when they start with SBL-string, where string is an 8-character code. These errors are reported as functional errors. In addition, it is also possible to define strings manually on the page that should be classified as functional errors.

K.11 Data Items

The Siebel-specific data items shown in Table K-2 are reported in RUEI.

Table K-2 Siebel-Specific Data Items

Item Description

Siebel suite name/Code

The code of a Siebel suite. This data makes it possible to distinguish between different monitored Siebel suites.

Siebel suite name/Name

The name of a Siebel suite, as defined in Configuration / Suites. This data makes it possible to distinguish between different monitored Siebel suites.

Siebel module/Name

The Siebel module that the end user was browsing. For example, Callcenter, HR, Marketing, and CRM.

Siebel screen/Name

The screens used within the suite. A screen is a logical collection of views. It is not a visual construct in itself; rather, it is a collection of views that the menu bar and view bar can display.

Siebel view/Name

Similar to seen Siebel views. A view is a collection of applets which appear on screen at the same time.

Siebel applet/Name

The applet in which the end user was navigating. Applets allow access to the data in order to create, view, and modify.

Siebel command/Name

The technical action that the end user was performing (if any).

Siebel method/Name

The technical area in which the action of the user was performed (if any).

K.12 Known Limitations

Currently, RUEI does not work with all Siebel functionality. In particular, the following known limitations exist: