With the Workbench Channel Monitoring feature, you can create, schedule, and manually initiate SIP voice test calls into you're Engage platform to proactively identify potential interaction and routing issues before your customers are impacted; this feature tests voice SIP/IVR/DTMF/PROMPT menu call flows, ensuring your service is functioning as designed and raising alarms within the Workbench Alarms Console when errors are encountered.
NOTE: To utilize the Channel Monitoring feature of Workbench, your environment must have a Genesys SIP Server 8.1 or higher and DN’s configured for use as the Destination and Caller User DN's for Channel Monitoring initiated test calls.
With the Workbench Channel Monitoring feature you can:
- Create and run SIP/IVR contact center voice test calls
- Schedule recurring voice test calls to continuously monitor the health of the call processing environment
- Model Call Flows through IVR menus and routing to contact center Agents
- Visualize Channel Monitoring Call Flow Statistics
- Control Call Flows with Edit, Stop/Start, Schedule and Manual Test capabilities
- Generate Channel Monitoring reports on Call Flow test results, call quality (jitter), and other call test metrics
- Reports available:
- Call Metrics
- Call Stage Results
- Call Results
- Call Details
- Reports available:
- Configure Channel Monitoring thresholds for various call test parameters and error conditions
- Whenever a configured threshold is exceeded, a Workbench alarm will be generated - visible via the Workbench Alarms Console
- These alarms can then be correlated with alarms, configuration changes to help diagnose problems that may have occurred
The following sections will guide you on:
- Creating Channel Monitoring Call Flows and Call Stages
- Call Flow Schedules
- Call Flow Alarms
- Statistic Summary
- Uploading Media Files
- Generating Reports