Amp Up Troubleshooting Effectiveness with Free Genesys Care Tools. Marc Picard & Zenon Marsh Genesys Care Infrastructure and Tools

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2 Amp Up Troubleshooting Effectiveness with Free Genesys Care Tools Marc Picard & Zenon Marsh Genesys Care Infrastructure and Tools

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4 Information gathering

5 Various data sources

6 Genesys Care Tools and Services Our main goals with Genesys Care Tools and Services: Improve the support experience of Customers and Partners Shorten the time to problem resolution Increase uptime!

7 Genesys Care Tools and Services Scenario 1: Log Gathering Use Case - Log File Management tool Scenario 2: Multiple data sources Genesys Care Workbench Audience Participation Remote Alarm Monitoring Genesys Care Mobile App Log File Retrieval Accessibility of Tools for PureEngage customers

8 Scenario 1: Case Scenario Hello, It is Bob from Acme Industries. Today I experienced an issue where one of my agents stopped receiving calls. Can you assist? Thursday, Dec 9 th, 1:03PM Hello Bob, it is Colin from Genesys Customer Care. It sounds like you may have a routing issue. I have opened Case# Can you please attach URS, Stat Server, and SIP Server log files for the occurrence? Thursday, Dec 9 th, 1:31PM Colin, I have uploaded the requested log files. Please let me know what you find. Thursday, Dec 9 th, 3:56PM Hello Bob, thanks for the update. Unfortunately, I don t see the SIP Server logs attached. Can you attach those as well? Thursday, Dec 9 th, 4:32PM Hello Colin, Sorry about that. I will have to jump back on that server. Will have them to you as soon as possible. Thursday, Dec 9 th, 5:26PM

9 Scenario 1: Case Scenario Thanks for the uploading the SIP Server logs last night blah blah Friday, Dec 10 th, 9:21AM I just went through the SIP Server logs. It looks like this is for a difference occurrence of the issue Can you provide a complete set of logs for a unique occurrence of the issue? Friday, Dec 10 th, 9:45AM Unfortunately we can only hold a few hours of Stat Server logs on the application host blah blah Friday, Dec 10 th, 12:12PM

10 Scenario 1: Case Scenario We experienced the issue again I have attached the URS, SIP Server, and Stat Server logs blah blah Tuesday, Dec 14 th, 11:23AM Hello Bob, Thanks for the update. Tuesday, Dec 14 th, 11:58AM It looks like your agent may not be registering with SIP Server correctly aha! Tuesday, Dec 14 th, 1:58PM I think that is it! We made some changes last week blah blah Tuesday, Dec 9 th, 3:26PM Could this have been resolved faster?

11 Analysis Opened on Thursday, closed on Tuesday What issues were experienced that caused delays? Log file set was incomplete. Log file set did not match. Log files rolled over. Needed to wait for re-occurrence of the issue These delays could have been minimized with better log file administration.

12 Log File Management Tool LOG FILE CENTRALIZATION LOG FILE INDEXING LOG FILE SCRUBBING INTUITIVE UI Key Benefits Facilitates the transfer of log files from application servers to a centralized location Supports geographically distributed environments Achieves ~ 10:1 compression ratio for transport and storage Key Benefits Log files are indexed by application name and runtime Custom indexes can be defined using regular expressions (Ex. ConnID) Key Benefits Sensitive data can be scrubbed using custom defined regular expressions Helps you meet corporate data privacy and security requirements Key Benefits Plug-in to Genesys Administrator Extension Quick and easy method to search, select, and download log files

13 LFMT Distributed Architecture LFMT User Browser RSYNC (Port 22) RSYNC (Port 22) Configuration Server Host Configuration Proxy Host RSYNC LAN RSYNC Application Server Host (Windows) Genesys LFMT Server Host 1 LFMT Indexer/Collector 1 Log Storage 1 Genesys LFMT Server Host 2 LFMT Indexer/Collector 2 Log Storage 2 Application Server Host (Windows) HTTP/HTTPS (Port 80, 443) Application Server Host (UNIX/Linux) Site 1 Genesys LFMT Database Host 1 LFMT Database 1 Genesys LFMT Database Host 2 LFMT Database 2 Site 2 Application Server Host (UNIX/Linux) Genesys LFMT Client Host(s) GAX w/ LFMT Client plug-in

14 Scalability of Distributed Architecture LFMT User Browser HTTP/HTTPS (Port 80, 443) LAN Genesys LFMT Client Host(s) GAX w/ LFMT Client plug-in Global Customer Environment

15 Scenario 2: Lots of data sources Let s work together through a troubleshooting exercise In this second scenario, your technical staff is made aware of an issue in the environment The IVR is not taking calls! (notified 10 minutes into the outage)

16 Scenario 2: Manual troubleshooting Step 1: Make a test call to the IVR (the call does not go through) Step 2: Technical team checks status of environment (3 minutes) Using GA or GAX to check applications are all running Step 3: Technical team checks the GVP logs (10 minutes) Please show us GVP logs All black text = no visible errors in logs Step 4: Technical team checks the SIP Server logs (10 minutes) Please show us SIP Server logs 2 are Red text, so contain some errors 1 has inconsequential error to IVR call processing 1 has severe error, close to a Config change Step 5: Technical team check for Config Server logs (5 minutes) Please show us Config Server logs All black text = no errors Get timestamp from SIP log, isolate Config Server log Get details of the change: SIP Server option was modified by Fred, the new guy! Source of the problem was found! (time )

17 Scenario 2: Workbench troubleshooting The IVR is not taking calls! (notified 10 minutes into the outage) Or Also see a few configuration changes just prior to problems The Technical team notices calls failing on Workbench Dashboard with Channel Monitoring (< 10 minutes) We notice Log Events showing errors just prior to failed calls We see test calls start to fail* *NEW in 8.5.1!

18 Genesys Care Workbench - Dashboard Now, to highlight our newest features!

19 Channel Monitoring With Channel Monitoring, you can: Create call flows that model various paths through IVR menus down to agents Schedule test calls to continuously monitor the health of the call processing environment View the overall status of recent call tests on the Call Summary screen Configure Alert thresholds for various call test parameters and error conditions

20 Channel Monitoring - Reporting Call Metrics Call duration Wait time for Agent Jitter Stage Results Aggregate results for all test calls By call flow stage

21 Workbench Heatmaps See full status of your key environment components at a glance See Hosts, Applications and Solutions Create as many custom groupings as you want New metrics in hover! Metrics drill down now available! *NEW in 8.5.1!

22 Remote Alarm Monitoring Genesys Application Servers Workbench Agents Genesys Care Workbench Dashboard Correlation Engine Events Database Secure Connection SSL Customer Alarm Collector Customer Care Log Extractor Designated Contact Proactive actions: Support Case Opened Log File Retrieval* Log File Management Tool Server (optional) Solution Control Server Config Server Message Server Push Notifications to Mobile Device Genesys Care Mobile App Customer Site Genesys *If enabled. Must have Log File Management Tool installed and Log File Retrieval Service activated.

23 Genesys Care Mobile App Features ios and Android Review your Open Cases, including all public case updates Post updates to your Cases Receive Case update push notifications Request Case closure Contact Genesys Support staff via Phone or Chat! Receive alarm notifications and view alarm data** **Must have Remote Alarm Monitoring For more information, login to My Support and select Mobile App from the right-side menu.

24 Log File Retrieval Genesys Customer Care can retrieve log files for you Requires customers to allow remote access The remote access tool used is Bomgar. The assigned Analyst can remote into the LFMT Client to retrieve any required log files, when alerted to an issue. Genesys Support To LFMT via Browser Internet/ Bomgar LAN Note: Genesys Customer Care does not retrieve log files directly LFMT from application servers.

25 Free What does it mean?

26 Genesys Care Tools and Services Availability Genesys Care Tools Business Care Business Care Plus Premium Care Log File Management Tool Workbench Log File Retrieval Mobile App Remote Alarm Monitoring Via Flex Care

27 Log events to display Total solution Customer Production Environment Genesys Care Workbench Mobile benefits Genesys Care Mobile App Remote Alarm Monitoring Designated Contact Application Servers Remember:These We keep investing tools in these and services tools, so are stay here tuned! to help you reduce Issue Resolution time! Log File Management Tool Log File Retrieval Genesys Support

28 See us at the Customer Success booth! Please visit us in the Genesys Zone for a demo including: Workbench Remote Alarm Monitoring Mobile App Also, we are ready to answer your questions! Please download! Workbench and LFMT: Via Genesys MySupport portal Genesys Care Mobile App: Via Apple App Store and Google Play

29 Genesys Care Tools & Services