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Workbench Agent Metrics

When you deploy the Workbench Agent to your Genesys application servers, Workbench Agent collects metrics about the application server and the Genesys applications running on it. These metrics help Workbench determine the overall health of each application server. The metrics are summarized in the Heat Map hover text for each server, and the details are shown when you double-click on the Heat Map honeycomb for a given server.

The types of metrics collected on Windows hosts are:

  • Host CPU and memory
  • Process CPU and memory
  • Network connections statistics
  • Uptime

The types of metrics collected on Linux hosts are:

  • Uptime
  • Host CPU and Memory
  • Process CPU and Memory
  • Disk usage statistics
  • Network interface statistics
  • Network connection statistics

Workbench Agent has built-in thresholds for some metrics, as shown in the table below. When these thresholds are exceeded, the alerts will appear on the Workbench Event Correlation widget in the Alarms row. These alerts will also be included in the sum of Alarms in the System Health dials. This means that the numbers of the dials may have higher numbers than the sum of alarms displayed in the Genesys Administrator interface.

Metric Windows Linux Critical Major Minor Error
Uptime x x
Host CPU and Memory x x 95 90 90 90
Process CPU and Memory x x 95 92 90 90
Disk usage statistics x 96 95 95 95
Important
Alarms generated from Workbench Agent metrics are not processed as part of the Remote Alarm Monitoring subscription service. These alarms are not sent to the Genesys Care Mobile App or Genesys support staff.

Metrics Descriptions

The metrics collected by Workbench Agent for hosts and Genesys applications on Linux and Windows operating systems are listed below with a brief description of each metric.

Linux Host Metrics

Linux Host Metric Description
Seconds the host is Up # of seconds the system has been up
Percent CPU % CPU used
Memory % Memory used
Size (/dev/mapper/vg_root-lv_root) Size of the specified hard drive
Used (/dev/mapper/vg_root-lv_root) Amount of space used of the specified hard drive
Percent Used (/dev/mapper/vg_root-lv_root) % space used of the specified hard drive
Percent Available (/dev/mapper/vg_root-lv_root) % space available of the specified hard drive
Size (/dev/sda1) Size of the specified hard drive
Used (/dev/sda1) Amount of space used of the specified hard drive
Percent Used (/dev/sda1) % space used of the specified hard drive
Percent Available (/dev/sda1) % space available of the specified hard drive
# of Received packets ( eth0 ) total number of packets received
# of errors in Received packets ( eth0 ) # of errors while receiving # packets
# of dropped Received packets ( eth0 ) # of dropped packet while receiving # packets
# of overrun Received packets ( eth0 ) # of overruns while receiving # packets
# of Received frames ( eth0 ) # of received frames
# of Transmitted packets ( eth0 ) total number of packets transmitted
# of errors in Transmitted packets ( eth0 ) # of errors encountered during transmission
# of dropped Transmitted packets ( eth0 ) # of dropped packets during transmission
# of overrun Transmitted packets ( eth0 ) # of overruns during transmission
# of Transmitted frames ( eth0 ) # of transmitted frames
# of Received bytes ( eth0 ) total amount of data that have been # received through the interface
# of Transmitted bytes ( eth0 ) total amount of data that have been # transmitted through the interface
# of Collisions ( eth0 ) # of packets that are colliding while traversing network
Transmission queue length ( eth0 ) length of the transmit queue of the device
# of Received packets ( lo ) total number of packets received
# of errors in Received packets ( lo ) # of errors while receiving # packets
# of dropped Received packets ( lo ) # of dropped packet while receiving # packets
# of overrun Received packets ( lo ) # of overruns while receiving # packets
# of Received frames ( lo ) # of received frames
# of Transmitted packets ( lo ) total number of packets transmitted
# of errors in Transmitted packets ( lo ) # of errors encountered during transmission
# of dropped Transmitted packets ( lo ) # of dropped packets during transmission
# of overrun Transmitted packets ( lo ) # of overruns during transmission
# of Transmitted frames ( lo ) # of transmitted frames
# of Received bytes ( lo ) total amount of data that has been # received through the interface
# of Transmitted bytes ( lo ) total amount of data that has been # transmitted through the interface
# of Collisions ( lo ) # of packets that are colliding while traversing network
Transmission queue length ( lo ) length of the transmit queue of the device
# of Sockets Listening # of sockets in LISTEN mode
# of Sockets Established # of sockets in ESTABLISHED mode

Windows Host Metrics

Windows Host Metric Description
FreeSpace (C:) Amount of space available on the specified hard drive
Size (C:) Size of the specified hard drive
% Disk used (C:) % space used of the specified hard drive
% free space on Disk (C:) % space available of the specified hard drive
ConnectionFailures Number of times TCP connections have made a direct transition to the CLOSED state from the SYN-SENT state or the SYN-RCVD state, plus the number of times TCP connections have made a direct transition from the SYN-RCVD state to the LISTEN state
ConnectionsActive Number of times TCP connections have made a direct transition from the CLOSED state to the SYN-SENT state
ConnectionsEstablished Number of TCP connections for which the current state is either ESTABLISHED or CLOSE-WAIT.
ConnectionsPassive Number of times TCP connections have made a direct transition from the LISTEN state to the SYN-RCVD state
ConnectionsReset Number of times TCP connections have made a direct transition from the LISTEN state to the SYN-RCVD state
SystemUpTime # of seconds the system has been up
FreePhysicalMemory Number, in kilobytes, of physical memory currently unused and available
FreeSpaceInPagingFiles Number, in kilobytes, that can be mapped into the operating system paging files without causing any other pages to be swapped out
FreeVirtualMemory Number, in kilobytes, of virtual memory currently unused and available
MaxProcessMemorySize Maximum number, in kilobytes, of memory that can be allocated to a process. For operating systems with no virtual memory, typically this value is equal to the total amount of physical memory minus the memory used by the BIOS and the operating system. For some operating systems, this value may be infinity, in which case 0 (zero) should be entered. In other cases, this value could be a constant, for example, 2G or 4G
SizeStoredInPagingFiles) Total number of kilobytes that can be stored in the operating system paging files—0 (zero) indicates that there are no paging files. Be aware that this number does not represent the actual physical size of the paging file on disk
TotalVirtualMemorySize Number, in kilobytes, of virtual memory. For example, this may be calculated by adding the amount of total RAM to the amount of paging space, that is, adding the amount of memory in or aggregated by the computer system to the property, SizeStoredInPagingFiles
TotalVisibleMemorySize Total amount, in kilobytes, of physical memory available to the operating system. This value does not necessarily indicate the true amount of physical memory, but what is reported to the operating system as available to it
LoadPercentage Load capacity of each processor, averaged to the last second. Processor loading refers to the total computing burden for each processor at one time
PercentIdleTime Percentage of time during the sample interval that the disk was idle
PercentInterruptTime Percentage of time that the processor spent receiving and servicing hardware interrupts during the sample interval. This value is an indirect indicator of the activity of devices that generate interrupts, such as the system clock, mouse, disk drivers, data communication lines, network interface cards, and other peripheral devices. These devices normally interrupt the processor when they have completed a task or require attention. Normal thread execution is suspended during interrupts. Most system clocks interrupt the processor every 10 milliseconds, creating a background of interrupt activity. This property displays the average busy time as a percentage of the sample time
PercentPrivilegedTime Percentage of non-idle processor time spent in privileged mode. Privileged mode is a processing mode designed for operating system components and hardware-manipulating drivers. It allows direct access to hardware and all memory. The alternative, user mode, is a restricted processing mode designed for applications, environment subsystems, and integral subsystems. The operating system switches application threads to privileged mode to access operating system services. This property includes time servicing interrupts and DPCs. A high rate of privileged time might be attributable to a large number of interrupts generated by a failing device. This property displays the average busy time as a percentage of the sample time
PercentProcessorTime Percentage of time that the processor is executing a non-idle thread. This property was designed as a primary indicator of processor activity. It is calculated by measuring the time that the processor spends executing the thread of the idle process in each sample interval and subtracting that value from 100%. Each processor has an idle thread which consumes cycles when no other threads are ready to run. It can be viewed as the percentage of the sample interval spent doing useful work. This property displays the average percentage of busy time observed during the sample interval. It is calculated by monitoring the time the service was inactive, and then subtracing that value from 100%
PercentUserTime Percentage of nonidle processor time spent in user mode. User mode is a restricted processing mode designed for applications, environment subsystems, and integral subsystems. The alternative, privileged mode, is designed for operating system components and allows direct access to hardware and all memory. The operating system switches application threads to privileged mode to access operating system services. This property displays the average busy time as a percentage of the sample time

Genesys Application Metrics on Linux

Application Metrics on Linux Description
Percent CPU % CPU used
Memory % Memory used
% of Allocated Process Memory Used % of allocated process memory used by the application
% Memory Utilized % of memory used by the application
NumSimultaneousCalls If an agent is deployed on a host that is running a properly configured SIP Server for Management API access
NumAgentsLoggedIn If an agent is deployed on a host that is running a properly configured SIP Server for Management API access

Genesys Application Metrics on Windows

Application Metrics on Windows Description
Percent CPU % CPU used
Memory % Memory used
NumSimultaneousCalls If an agent is deployed on a host that is running a properly configured SIP Server for Management API access
NumAgentsLoggedIn If an agent is deployed on a host that is running a properly configured SIP Server for Management API access

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This page was last modified on 13 June 2018, at 07:05.