FAQ's

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

• 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 Agent Remote

• 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.
• When are the Workbench Agent Remote (WAR) components upgraded?
  • Answer: The respective Workbench Agent Remote (WAR) components, installed on hosts such as SIP, URS, GVP etc, will be upgraded based on the WAR Upgrade Time (default 02:00)
• What are the impacts when upgrading to Workbench 9.3:
  • Answer: For WB 9.3 the WAR [General] Log File Location, Segment and Expire fields will be blank post an upgrade until the WAR Upgrade Time (default=02:00) is triggered and the WAR upgrade is completed

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
  • Yes - please review Section: https://docs.genesys.com/Documentation/ST/latest/WorkbenchUG/DC_Sync_Config and the Warning sections at the bottom of the page
• Is there any post impacts when forming a Workbench Data-Center
  • Yes - please review Section: https://docs.genesys.com/Documentation/ST/latest/WorkbenchUG/DC_Sync_Config and the Warning sections at the bottom of the page

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:
    • For WB 9.0 to 9.2:
      • 8181 (Kibana - the main UI port for Workbench 9.0 to 9.2)
      • 8182 (Workbench IO)
      • 5556 and 2553 (Workbench IO)
      • 9091 (Workbench Agent & Workbench Agent Remote)
      • 9200 (Elasticsearch)
      • 9600 (Logstash)
      • 5066 (Heartbeat)
      • 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.
    • For WB 9.3+:
      • 8181 (Workbench IO - the main UI port for Workbench)
      • 8182 (Kibana - - not accessible in WB 9.3+)
      • 5556 and 2553 (Workbench IO)
      • 9091 (Workbench Agent & Workbench Agent Remote)
      • 9200 (Elasticsearch)
      • 9600 (Logstash)
      • 5066 (Heartbeat)
      • 2181 (ZooKeeper default)
      • 2888 and 3888 (ZooKeeper Cluster)
      • 6067 (WB 9.3+) 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

Warning

• Workbench Agent 9.0 to 9.2 uses Port 5067 - this unfortunately clashes with GVP
  • if/when your Genesys deployment contains GVP using port 5067, please change the Workbench Agent(s) Port - i.e. to 6067
    • restart the Workbench Agent(s) and Workbench Logstash(s) components.
• Workbench Agent 9.3+ uses Port 6067

Workbench Linux Services

• What Linux Services does Workbench create?
  • WB_Elasticsearch_9.x.xxx.xx - example usage: service WB_Elasticsearch_9.0.100.00 start|stop|staus
  • WB_ZooKeeper_9.x.xxx.xx - example usage service WB_ZooKeeper_9.0.100.0 start|stop|status
  • WB_Kibana_9.x.xxx.xx - example usage service WB_Kibana_9.0.100.00 start|stop|status
  • WB_Agent_9.x.xxx.xx - example usage service WB_Agent_9.0.100.00 start|stop|status
  • WB_IO_9.x.xxx.xx - 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 7.17

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.

Migration/Upgrade

• 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.

Warning

• Before commencing the Workbench 9.x 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 9.2.000.00 you must be on the previous release of Workbench 9.1.100.00
  • 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

• Workbench 9.2 to 9.3 upgrade and Dashboards/Visualizations
  • During the upgrade to 9.3, Workbench component statuses may be inaccurate until all Workbench Cluster Nodes are fully upgraded/completed
  • The Workbench Primary Services should be up/running before commencing any Workbench 9.3 Node2, Node3, NodeN upgrades
  • For Workbench 9.2 to 9.3 upgrades, existing Dashboards/Visualizations will be migrated with a "_9.2" suffix
  • The migrated "_9.2" Dashboards/Visualizations will not be functional given the changes from Kibana 7.1 to 7.17
  • As such, when opening the migrated "_9.2" Dashboards/Visualizations, a Warning icon/message will be displayed
  • Even though the migrated "_9.2" Dashboards/Visualizations are not functional and display a Warning, the logic for migrating is to provide context for previously created Dashboards/Visualizations
  • The migrated and suffixed "_9.2" Visualizations cannot be deleted; this limitation will be addressed in a future Workbench 9.x release

Auditing

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

GDPR

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

Licenses

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

TLS

• 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