Genesys Engage on-premises

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Workbench Released

  • 1.  Workbench Released

    Posted 11-04-2021 11:47
    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.

    Workbench 9.2 adds an optional Anomaly Detection Workbench "Insights" feature that will autonomously and predictively raise anomalies based on outlier analysis of the ingested metric data (CPU, RAM, Disk, Network).

    Workbench 9.2 Key Features:

    • A new Workbench UI enabling richer Dashboard and Visualization capabilities providing an at-a-glance view of Genesys platform health and status.
    • View Genesys Engage "Alarms" via the Workbench Alarms Console, complimenting existing products such as Genesys Administrator Extensions (GAX).
    • View Genesys Engage "Changes" via the Workbench Changes Console, enabling greater context and perspective of Genesys 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 be sent to the Genesys Mobile App if subscribed.
    • View "Audits" via the Workbench Configuration/Auditing Console, enabling similar context to Changes with added detail such as Workbench Login/Logout events.
    • Ingest Metric data events, via the Workbench Agent(s), for analysis, troubleshooting and operational insights
    • Explore and observe metric data event insights via Workbench Dashboards and Visualizations
    • Create your own custom metric data event Dashboards and Visualizations
    • Analyze the 'raw' ingested metric data events via the Workbench Discover Console
    • Search/filter for particular metrics, components, values etc
    • Anomaly Detection Workbench Insights feature that will be autonomously and predictively raise anomalies based on the ingested Metric data

    Workbench Release Notes:

    Workbench Deployment and User Guide:

    Mike Ponting
    Genesys - Employees