High availability and disaster recovery

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This topic is part of the manual Genesys Customer Experience Insights Private Edition Guide for version Current of Reporting.

Find out how this service provides disaster recovery in the event the service goes down.

NameHigh AvailabilityDisaster RecoveryWhere can you host this service?
Genesys CX Insights N = 2 (active-active) Not supported Primary unit only
Reporting and Analytics Aggregates N = 1 (singleton) Limited active spare Primary or secondary unit

This information is under development: Flagged items aren't yet confirmed or have info coming soon; Checked items are valid.


See High Availability information for all services: High availability and disaster recovery

By default, Genesys CX Insights (GCXI) provides High Availability support using StatefulSets with 2 x Pods in Active-Active mode, which form a MicroStrategy cluster. GCXI does not support autoscaling. GCXI does not support Disaster Recovery or any kind of cross-regional deployment. In most scenarios, GCXI is deployed in customer's primary region only. If GCXI is deployed in supplementary regions, each such deployment is completely independent from each other. Pods in different regions do not communicate with each other.

RAA is deployed in each region where Genesys Info Mart is deployed. Genesys Info Mart creates a complete production replica of the Genesys Info Mart database in place, and serves traffic during normal operations, but the data in the secondary region is used only in case of disaster. For more information about Genesys Info Mart, see High availability and disaster recovery.

Multi-region availability[ | edit source]

Functionality Pattern Design Dependencies Limitation Activate Activate Time Rollback Rollback Time Changes
GCXI Pilot-Light Deploy GCXI in the primary region, and replicate the database and File storage to the secondary region. Ensure that the Genesys Info Mart database is available in the secondary region. None
  1. Tear down GCXI in the primary region.
  2. Change secondary region replicated database and File storage to R/W, and replicate to the primary region (if available).
  3. Deploy GCXI in the secondary region using the replicated database and File storage.
  4. Notify tenant to use the secondary GCXI tile in Portal.
Under 15 mins
  1. Tear down secondary region GCXI with a pipeline.
  2. Deploy GCXI in the primary region.
    If the database and File storage is replicated to primary region, change to R/W and replicate to secondary region.
    If the database and File storage is not replicated to primary region, recreate them using backup data from the secondary region.
  3. Update the URL for GCXI.
under 15 mins
  • Change the GCXI pipeline to convert replicated database and File Storage to R/W, and deploy GCXI.
  • Ensure that the PostgreSQL database is replicated across regions.
  • Change the File storage to GZRS Azure files to replicate the data:
    Reports - email or link.
    Cube - in memory - refreshes all links periodically.
  • Add secondary GCXI tile.
RAA Limited active spare RAA stores its data in Genesys Info Mart database. As is the case with Genesys Info Mart, RAA DR replica is in place and serves traffic during normal operations, but the data is used only in case of disaster. You must ensure that the GIM database available in the secondary region, and that the GCXI shared part (infrastructure) is deployed in the secondary region. None During initial tenant deployment, ensure that RAA is deployed in the primary or DR region. Not applicable. Not applicable. Not applicable. Not applicable.


Primary Region failure[ | edit source]

Functionality Operational Impact Representative  Experience Customer Experience
GCXI without GCXI functionality 15 mins No Impact No Impact

Secondary Region Failure[ | edit source]

Functionality Operational Impact Representative  Experience Customer Experience
GCXI No Impact No Impact No Impact

Data Sovereignty and Regulations[ | edit source]

Functionality Design Changes
GCXI There is potential sensitive data in reports.
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