Download
- Login to My Support.
- Click Continue to your Dashboard button.
- On the Dashboard screen, select the Apps and Tools tile.
- On the Apps and Tools screen, select the Workbench tile.
- On the Genesys Care Workbench screen, click Download Workbench link.
- On the Terms and Conditions screen, click the checkbox to accept the Terms and Conditions, and click Download.
- On the zip screen, click Download again.
- The result of the above is, depending on the target Workbench host(s) Operating System, a locally downloaded:
- Workbench_9.x.xxx.xx_WINDOWS.zip file
- Workbench_9.x.xxx.xx_LINUX.tar.gz file
Configuration
The WB Configuration Console allows the user to manage, configure and view the state/status of the WB components.
WARNING: Use the Delete option with extreme caution; please read and understand these instructions before proceeding:
- This will permanently delete the WB Host Object from the WB UI and also backend configuration
- The WB Delete action will NOT delete the respective binaries from the host; that will be a manual task via the respective host post deleting in the WB UI
- WB Primary Host deletion is NOT supported - only WB Additional Hosts/Nodes can be deleted
- Pre-Cluster formation
- Delete WB Secondary WB Host object from configuration page under Host section
- ALL associated WB component config data will be permanently removed
- Now and only when the WB Host is deleted, delete the associated Hosts WB Application component config objects one-by-one under Applications section
- Delete WB Secondary WB Host object from configuration page under Host section
- Post-Cluster formation WB Host deletion is NOT recommended
Sub menus
Overview
Gain an at-a-glance overview of the state, status and content of the WB components and features
General
System Data Retention Period - this applies to the data stored within WB and the duration for which its stored; if this setting is enabled, data will be permanently deleted post this value; the default is Enabled and 30 days
NOTE: Data Retention values not updated in real-time when viewing this page
Alarm Expiration - this applies to the WB Active Alarms duration, if not resolved, if this setting is enabled, WB alarms (not Genesys Engage) will be automatically closed post this value - i.e. to avoid manually clearing 100 Channel Monitoring active alarms, they would be automatically cleared post this value; the default is Enabled an 172800 seconds (2 days)
NOTE: Alarm Expiration values not updated in real-time when viewing this page
Session Expiration - this applies to the timeout of sessions; Users will be auto logged out of WB if/when a new request is greater than the Session Expiration; if/when the Session Expiration setting is unchecked/disabled, Users will never be auto logged out
Hosts
- These are either WB hosts or Engage hosts
- Engage hosts will only be present if the WB Agent is installed on the respective Engage host (i.e. SIP Server host)
- Only deploy the WB Agent on Engage hosts that you wish to ingest metric data (CPU/RAM/DISK/NETWORK) from
- This Configuration section allows read-only visibility of WB Host Objects
- The WB Host objects can be:
- Deleted (i.e. should there be a need to move/re-install WB Additional components to a new Host/Server)
Applications
- In WB 9.1 there are 8 x WB Application Objects:
- WB IO (for WB UI and integration to Genesys Engage including the Channel Monitoring feature)
- WB Agent (for WB status, control and configuration - in WB 9.0 WB Agents are ONLY installed on WB hosts, not Genesys Engage hosts)
- WB Elasticsearch (for WB storage)
- WB Kibana (for WB UI)
- WB Logstash (an ETL pipeline primarily relating to WB Agent Metric data ingestion)
- WB Heartbeat (for WB component health monitoring)
- WB Metricbeat (for Host/Process Metric data ingestion in conjunction with the WB Agent component)
- WB ZooKeeper (for WB configuration)
- This Configuration section allows visibility and management of the Application Objects above
- The Application Objects can be:
- Renamed (i.e. WB_IO_Primary to APAC_WB_IO_P)
- Edited (i.e. change the [WB_Kibana_Primary\HTTP Port] setting from the default 8181 to 9191)
- Deleted (not the WB Primary host Applications)
- The Application Objects can be:
Data-Centers
- The Data-Center(s) name(s) are provided during WB installation and will be displayed according to the value(s) entered
Auditing
- The WB Audit Console is similar to the Changes Console but also provide visibility of WB User Logins/Logouts; the Audit events will also evolve overtime
- NOTE: Audit events are not updated in real-time when viewing this page