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This section provides a useful list of Workbench 9 Frequently Asked Question’s (FAQ’s):

Workbench Host/Server Operating System Support

  • Which Operating Systems are supported by Workbench 9?
    • Answer: Windows 2012 and 2016 - RHEL 7 - CentOS 7

Browser Support

  • Which Internet Browsers are supported by Workbench 9.x?
    • Answer: Chrome; the latest stable release

Genesys Platform Integration

  • Which Genesys platforms does Workbench currently support integration with?
    • Answer: Genesys Engage On-Premise.
  • Is Workbench a managed/Cloud service?
    • Answer: No - Workbench 9.x is On-Premise ONLY and integrates to the customers Genesys Engage On-Premise platform.
  • Which versions of Genesys Engage are supported by Workbench?
    • Answer: Workbench integrates to Configuration Server (CS), Solution Control Server (SCS) and Message Server (MS) 8.x
  • Does Workbench display Genesys Engage Alarms?
    • Answer: Yes, via the dedicated Workbench Alarms Console. Genesys Engage Alarms are ingested via the Workbench IO application and the integration to the Genesys Engage Solution Control Server(s) (SCS) component(s)
  • Does Workbench display Genesys Engage Configuration Changes?
    • Answer: Yes, via the dedicated Workbench Changes console. Genesys Engage Configuration Changes are ingested via the Workbench_IO application and the integration to the Genesys Engage Configuration Server(s) component(s)
  • Which Genesys Engage Configuration Changes are displayed by Workbench?
    • Answer: Genesys Engage Application, Host and Solution Object configuration changes only; (i.e. not URS Strategy changes or Agent Skill changes).
  • Workbench Channel Monitoring integrates to the Genesys SIP Server?
    • Answer: Yes; Workbench Channel Monitoring integrates directly to the Genesys SIP Server and not the SIP Server Proxy

Workbench Deployment

  • Does Genesys recommend a lab/test deployment before production?
    • Answer: Yes - please determine if Workbench 9.x and its features/limitations are useful for production use before considering a production deployment
  • Does Workbench 9 need its own dedicated host infrastructure?
    • Answer: Yes; please review the documentation Planning and Deployment section
  • Is the Workbench Agent application required on the Workbench hosts?
    • Answer: Yes
  • Which components need to be installed on remote hosts such as the SIP, URS, and GVP hosts?
    • Answer: Workbench Agent Remote (WAR); this is required for metric (CPU/RAM/DISK/NET) data ingestion
      • WAR deployment is optional - if you don not want to view Metric data from remote hosts then don't install WAR
  • What is the maximum number of remote WAR hosts supported by Workbench 9.1.x
    • Answer: Currently Workbench 9.x is limited to a maximum of 100 Hosts (the global combined Workbench or Engage Hosts), due to delays in loading the Configuration Host and Application objects/details; this limitation will be addressed in a future release of Workbench.
  • Should Workbench at ALL Data-Centers be running the same version?
    • Answer: Yes; releases of Workbench on ALL Nodes and at ALL Data-Centers should be the same version
  • Is Workbench Kibana installed on ALL Workbench Nodes/Hosts?
    • Answer: No - Workbench Kibana is only installed on the Workbench Primary Node

Workbench Data-Centers

  • What is a Workbench Data-Center?
  • Answer: Workbench Data-Centers is a logical concept to categorize and optimize the respective Workbench Hosts, Applications and ingested data for event distribution, visualization context and filtering purposes
    • Each Workbench host, and the respective applications within that host, are assigned to a Data-Center, this is mandatory
    • Note: The Data-Center name is case-sensitive, limited to a maximum of 10, Alphanumeric and underscore characters only.
  • Is there any post impacts when renaming a Workbench Data-Center
  • Is there any post impacts when forming a Workbench Data-Center

Workbench Cluster

  • How many nodes does Workbench support for cluster formation?
    • Answer: Workbench supports odd number of nodes (1,3,5) for cluster formation.
  • Does Workbench support scaling?
    • Answer: No. Once all nodes are installed form a Zookeeper and Elasticsearch cluster. Current version of Workbench does not support scaling
  • What components need to be up and running to initiate Workbench Data-Center syncing?
    • Answer: Agent, Elasticsearch, Zookeeper and Workbench IO needs to be up and running in all associated Data-Centers
  • What values are allowed for cluster formation?
    • Answer: Workbench Cluster supports Hostname, IP Address or a combination of both; it does not support Fully Qualified Domain Name.

Workbench Infrastructure/Footprint

  • How many hosts/VM’s are required for the Workbench solution?
    • Answer: This depends on the customer environment and requirements; please review the documentation Planning and Deployment section.

Workbench Authentication

  • How do users log into Workbench?
    • Answer: In Workbench 9, the login/authentication is provided by the Genesys Engage Configuration Server integration.
  • Does Workbench have a ‘Role’ concept?
    • Answer: Yes, Workbench has a basic ‘Role’ concept whereby if the associated Genesys Engage ‘User’ has ‘Admin’ access the Workbench Configuration will be visible; ‘Normal’ Users do not have access to Workbench Configuration.

Workbench Alarms and Changes

  • Does Workbench display Alarms and Changes relating to the Workbench solution itself?
    • Answer: Yes; Workbench related Alarms and Changes are also displayed in the dedicated Alarms and Changes consoles.
  • Which Engage CME Objects are monitored for Configuration Changes?
    • Answer: Currently only Engage CME Host, Application and Solution object changes are tracked/presented
  • What is required to accurately populate the Changes Console ChangedBy field for Genesys Engage configuration changes?
    • Answer: A connection from the respective Genesys Engage Configuration Server or Configuration Server Proxy to the Genesys Engage Message Server that Workbench is connected to; in addition, standard=network added to the log section of the Configuration Server or Configuration Server Proxy that Workbench is connected to.

Dashboards and Visualizations

  • Does Workbench ship with example Dashboards and Visualizations/Widgets?
    • Answer: Yes. Genesys example Dashboards and Visualizations are provided. Please review section ?.? for further details.
  • Does Workbench ingest metric and log data from the Genesys Application Servers, e.g. SIP, URS, GVP etc., ?
    • Answer: Workbench 9.1 can ingest metric data from Genesys Application Servers e.g. SIP, URS, GVP etc.
    • Log data ingestion is not yet supported; timescale TBD.
  • Does Workbench monitor Engage Client application types
    • Answer: No, Workbench only monitors Server Type applications and not Client applications; therefore the Total/Up/Down/Unknown counts may be different from GAX and GA

Workbench Data Retention

  • How/when is data purged/deleted from Workbench?
    • Answer: The “Retention Period” option in the “General” section of Workbench Configuration controls if/when data is deleted from Workbench, please the documentation accordingly.

Workbench and the Remote Alarm Monitoring (RAM) Service

  • Does Workbench 9.x support the RAM Service?
    • Answer: Yes; please review the RAM sections of the documentation.

Workbench Ports

  • Which Ports are used by Workbench?
    • Answer:
      • 8182, 5556 and 2553 (Workbench IO)
      • 9091 (Workbench Agent & Workbench Agent Remote)
      • 9200 (Elasticsearch)
      • 9600 (Logstash)
      • 5066 (Heartbeat)
      • 8181 (Kibana)
      • 2181 (ZooKeeper default)
      • 2888 and 3888 (ZooKeeper Cluster)
      • 5067 for the optional Workbench Agent Remote (WAR)/Metricbeat component that is installed on the Genesys Application Servers (i.e. SIP, URS, FWK)
        • which sends Metric data (CPU/RAM/DISK/NET) to the Workbench instance/cluster for the observability of host and process CPU, Memory, Disk and Network metric data, providing rich insights and analysis capability into host and process metric utilization, performance and trends.
      • Do not use Ports below 1024 for Workbench components as these ports are typically used for system services
  • Currently Workbench Agent 9.x uses Port 5067 - this unfortunately clashes with GVP - if your Genesys deployment contains GVP please change the Workbench Agent(s) Port (i.e. to 5068) and restart the Workbench Agent(s) and Workbench Logstash(s) components.
    • This oversight will be addressed in a future Workbench 9.x release

Workbench Linux Services

  • What Linux Services does Workbench create?
    • WB_Elasticsearch_9.1.000.00 - example usage: service WB_Elasticsearch_9.0.100.00 start|stop|staus
    • WB_ZooKeeper_9.1.000.00 - example usage service WB_ZooKeeper_9.0.100.0 start|stop|status
    • WB_Kibana_9.1.000.00 - example usage service WB_Kibana_9.0.100.00 start|stop|status
    • WB_Agent_9.1.000.00 - example usage service WB_Agent_9.0.100.00 start|stop|status
    • WB_IO_9.1.000.00 - example usage service WB_IO_9.0.100.00 start|stop|status

Elastic Stack Version

  • Which version of the Elastic stack does Workbench use?
    • Answer: Version 7.1.1

LFMT Integration

  • Does Workbench 9.x integrate to LFMT?
    • Answer: No; the roadmap of Workbench 9.x is to ingest both metric and log data directly and provide enhanced event visibility and insights to improve the operational management of Genesys platforms.


  • Is there a Workbench 8.5 to Workbench 9.0 migration path?
    • Answer: No, unfortunately not given Workbench 9.0 has been reinvented with a new back-end and front-end design.
  • Before commencing the Workbench upgrade - please ensure the Workbench Host(s) have 'free' at least 3 times the size of the "<WORKBENCH_INSTALL>/ElasticSearch/data" directory - else the Workbench upgrade process will fail and data integrity will likely be compromised.
  • What is the Workbench 9.x to Workbench 9.x migration path?
    • Answer: Workbench supports an N-1 migration path - i.e. to upgrade to you must be on the previous release of Workbench
    • The same N-1 logic applies for ALL releases of Workbench
  • Should Workbench at ALL Data-Centers be running the same version?
    • Answer: Yes; releases of Workbench on ALL Nodes and at ALL Data-Centers should be the same


  • Does Workbench have an Auditing capability?
    • Answer: Yes, please review the Using Workbench/Workbench Configuration section of the documentation.


  • How does Workbench accommodate the GDPR policy?
    • Answer: Please review the Additional Information/GDPR section of the documentation.


  • Does Workbench need a license?
    • Answer: A Workbench license is only needed if the Workbench Remote Alarm Monitoring Service offering is adopted.


  • Workbench and TLS support?
    • Answers:
    • TLS connections to Workbench IO and Kibana (essentially the main Workbench UI) is currently NOT supported
    • TLS connections from Workbench IO Applications at different Data-Centers is supported (i.e. Workbench IO at APAC and Workbench IO at EMEA)
    • TLS connections to Elasticsearch has to be enabled when enabling Elasticsearch Authentication; therefore is supported intrinsically when Elasticsearch Auth is enabled
    • TLS connections to ZooKeeper is NOT supported
    • TLS connection from Workbench to Engage Configuration Server is supported
    • TLS connection from Workbench to Engage Solution Control Server is supported
    • TLS connection from Workbench to Engage Message Server is supported
This page was last edited on April 15, 2022, at 07:18.
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