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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 6 & 7 - CentOS 6 & 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.
  • 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) 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 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
  • Is the Workbench Agent application required on the Genesys Application (e.g. SIP, URS, GAX etc) hosts?
    • Answer: No; this is not required in Workbench 9.0 but will be required for metric and log data ingestion in later Workbench 9.x releases.
  • What is the maximum number of hosts supported by Workbench 9.1.000.00
    • Answer: Workbench 9.1.000.00 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 the next 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

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.

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.
  • What is required to accurately populate the Changes Console ChangedBy field for Genesys Engage configuration changes?
    • Answers
      • A connection from the respective Genesys Engage Configuration Server or Condiguration Server Proxy to the Genesys Engage Message Server that Workbench is connected to
      • If not already, 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)
      • 9200 (Elasticsearch)
      • 9600 (Logstash)
      • 5066 (Heartbeat)
      • 8181 (Kibana)
      • 2181 (ZooKeeper default)
      • 2888 and 3888 (ZooKeeper Cluster)
      • 5067 for the optional Workbench Agent/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.

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.

Migration

  • 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.
  • Is there a Workbench 9.0 to Workbench 9.1 migration path?
    • Answer: Yes - please review the Upgrade sections
  • 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

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.
This page was last edited on February 23, 2021, at 14:24.

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