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FAQ's

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


Browser Support

  • Which Browser are supported by Workbench 9.0?
    • 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 EngageApplication, 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.

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 9.0 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: No. Not in Workbench 9.0, but it is planned to in WB 9.x for and metric and log data analysis, as well as greater Health-Map context.

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 support the RAM Service?
    • Answer: Yes; please the documentation.

Ports used by Workbench

  • Which Ports are used by Workbench?
    • Answer: 8182 and 2553 (Workbench IO), 9091 (Workbench Agent), 9200 (Elasticsearch), 8181 (Kibana), 2181 (ZooKeeper default), 2888 and 3888 (ZooKeeper Cluster)

LFMT Integration

  • Does Workbench 9.0 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.

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 September 18, 2020, at 13:44.

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