Whenever a CSR creates a new case,insert query will get executed followed by a new entry into the interaction table.A lot of concurrent cases will be created and database contention (insert query takes time) has been observed in the production environment.
I will update the queries soon.
Meanwhile,please provide the key points to check for.
1. db side, working with DBA to identify queries involved in terms of contention.
2. app server side, generate several thread dumps if possible when this is happening. This can help us identify java threads involved. You should also specify your pega version and CPM version (if being used as you mentioned about CSR).