Interaction Center Response Times in ST03N?

[Former Member]

Hello CRM experts,

CRM Interaction Center is started by the URL /default_host/sap/bc/bsp/sap/crm_ui_start. And it seems that for the transactions e.g. Account Retrieval, Material Retrieval etc. there are no Business Server Pages in SICF. Are there any transaction calls to monitor them in ST03N?

We want to do the Performance measurement in the backend, not to use any Frontend Tools.

Thanks and regards

Thilo

[Former Member · Accepted solution]

Hi Thilo,

Here are some helpful notes to be aware of as you begin researching specific SAP CRM Interaction Center WebClient and SAP CRM WebClient topics:

1375170: Agent Inbox: Performance Email Search

1146659: Agent Inbox BT Search: Performance Improvements

1276708: Shared Memory Performance Improvements

1162605: Network performance for CRM 2007 WebClient

990867: CRM Web UI: Performance improvements

1162685 - SAP CRM Webclient Performance

1162605 - Network performance for CRM (IC) Webclient

Please check SAP Note: 1696021 which extends statistical records written into STAD transaction.

But basically it's better to find out from the users how they are using CRM application.

Once you know the steps they are doing, you can ask to repeat them and in parallel you should perform ST12 trace which gives much more evidence regarding what is going on.

You should keep watch on SM50/SM66 to catch statements which are showing continues action as "sequential reads" for long duration on target table.

You can catch such running sessions by using Process ID at ST04 -> Performance ->Wait Event Analysis -> Session Monitor. Prepare a list of such expensive SQL statements which are showing high CPU costs/ IO costs on so and so Table/Indexes and Try to evaluate them with ABAPers & Concerned Functional Consultant for possible tuning.

Also you can get information about all expensive SQL statements under ST04 -> Performance -> SQL Statement Analysis - >Shred Cursor Cache. Take Top 10 SQL statements based on "Disk reads" / "Buffer Gets" / Executions and evaluate its execution plan for possible tuning.

Hope this helps,

James