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February 14, 2017

Power up your Troubleshooting Skills with Complimentary Tools

Did you know that with your Genesys Care subscription, on-premises users receive troubleshooting tools including Workbench, Log File Management Tool and the Log File Masking Utility?

The following is a summary of key Genesys Care tools available to customers and partners with an active Genesys Business Care, Business Care Plus or Premium Care subscription. For full information on requirements and installation, login to My Support and reference Troubleshooting Tools in our Support Processes for On-Premises Licenses.

Workbench

Delivers a suite of troubleshooting tools that simplify and accelerate the identification and resolution of issues in your Genesys environment.

Log File Management Tool (LFMT)

Provides a central repository to store indexed application log files to enable faster search and retrieval capabilities. Also provides a scrubbing feature so that log files uploaded to Customer Care do not contain sensitive information.

Log File Masking Utility

Enables you to scrub log files of sensitive info prior to sending to Customer Care.

Log File Retrieval Service

Request this service to allow Customer Care to retrieve log files needed for troubleshooting open Support Cases.

Remote Alarm Monitoring with Workbench

Receive notifications when Genesys detects supported critical and major alarms followed by proactive Customer Care support if needed. Remote Alarm Monitoring with Workbench is included with Business Care Plus and Premium Care and available as a Flex Care option to Business Care.

Genesys Care Mobile App

Delivers the convenience to view/manage cases from your mobile device (iOS and Android). Additionally, view alarm data if subscribed to Remote Alarm Monitoring with Workbench.