Genesys Multicloud CX on-premises (formerly Engage on-premises)

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Workbench Released

  • 1.  Workbench Released

    Posted 05-06-2021 01:52

    Genesys Customer Care is pleased to announce that Workbench has been released and is available for download.

    To access and download Workbench, please login to 'My Support', navigate to your 'Dashboard', select 'Apps & Tools' and click the 'Workbench' tile.

    Genesys Workbench adds back-end Elasticsearch and ZooKeeper authentication.

    Workbench 9.1 Key Features:

    • A Workbench UI enabling rich Dashboard and Visualizations capabilities providing an at-a-glance view of Genesys platform health and status
    • View Engage 'Alarms' via the Workbench Alarms Console, complimenting existing products such as Genesys Administrator Extensions (GAX)
    • View Engage 'Changes' via the Workbench Changes Console, enabling greater context and perspective of Engage Application Object changes
    • Leverage Workbench 'Channel Monitoring' to create and schedule voice test calls to proactively identify potential interaction and routing issues before your customers are impacted; this feature can test Genesys voice call flows ensuring your service is functioning as designed and alerting you when issues are encountered.
    • Take advantage of the Workbench 'Remote Alarm Monitoring Service', when activated, the customers on-premise Workbench instance sends specific Alarms to Genesys Customer Care, this alarm interaction is intelligently routed to a Genesys analyst who will then proactively create a Support Case and will liaise with the customer accordingly to resolve the issue(s); the alarms can also sent to the Genesys Mobile App if subscribed.
    • Ingest Metric data from Genesys Application Servers (i.e. SIP, URS, eServices etc) and gain rich insights into utilization, performance and trends via shipped Dashboards and Visualizations
    • Analyze the 'raw' ingested Metric data events via the Workbench 'Discover' Console
    • The ingestion of Metric data in this Workbench 9.1 release is a stepping stone towards the next Workbench release, Workbench 9.2, that will endeavor to highlight what SysAdmin teams may overlook by autonomously and predictively providing Anomaly Detection (AD) "Insights" based on the modelled baseline of Metric data and any anomalies thereof.

    Workbench Release Notes:

    Workbench Deployment and User Guide:


    Mike Ponting
    Genesys - Employees