Deliverables¶
Overview¶
The Discovery & Assessment phase produces critical documentation that guides all subsequent phases of the migration project. These deliverables ensure alignment among stakeholders, provide technical specifications for implementation, and establish success criteria for validation.
Core Deliverables¶
1. Requirement Traceability Matrix (RTM)¶
Purpose: A structured mapping between business requirements, technical specifications, and Cisco Webex Contact Center features.
Contents:
| Requirement ID | Description | Source | Priority | Category | Associated WxCC Feature | Implementation Phase | Status | Validation Criteria |
|---|---|---|---|---|---|---|---|---|
| REQ-001 | Skill-based routing for premium customers | Business | Critical | Routing | Queue Priority + Skills | Phase 1 | Pending | Premium calls routed to VIP agents |
| REQ-002 | Conversational IVR for account inquiries | Operations | High | IVR | Dialogflow Integration | Phase 2 | Pending | 60% IVR containment |
| REQ-003 | Real-time supervisor dashboards | Operations | High | Reporting | Control Hub Dashboards | Phase 1 | Pending | 5-second refresh rate |
| REQ-004 | CRM screen pop on call answer | IT | Critical | Integration | Salesforce Connector | Phase 1 | Pending | <2 second pop time |
| REQ-005 | SMS channel support | Business | Medium | Channels | SMS Entry Point | Phase 3 | Pending | SMS routing functional |
Key Fields Explained: - Requirement ID: Unique identifier for tracking - Source: Stakeholder or department requesting - Priority: Critical / High / Medium / Low - Category: Routing, IVR, Reporting, Integration, Channels, etc. - Implementation Phase: When the requirement will be delivered - Status: Pending / In Progress / Completed / Deferred - Validation Criteria: How success will be measured
Benefits: - Ensures no requirements are missed - Provides traceability from business need to implementation - Facilitates change management - Enables validation and sign-off - Serves as project checklist
Maintenance: - Updated weekly during discovery - Reviewed in stakeholder meetings - Version controlled with change tracking - Final sign-off before design phase
2. Business Use Case Catalogue¶
Purpose: Document real-world scenarios that define how the contact center will operate, guiding configuration of routing, agent profiles, and automation.
Use Case Template:
Use Case ID: UC-001
Title: Billing Inquiry with Payment Processing
Actor: Customer calling about bill
Preconditions:
- Customer has account number
- Bill is generated and accessible
Main Flow:
1. Customer calls toll-free number
2. IVR prompts for account number
3. Virtual agent retrieves bill details
4. Customer asks about charges
5. Virtual agent explains line items
6. Customer requests to make payment
7. Virtual agent transfers to payment IVR
8. Payment processed securely
9. Confirmation sent via SMS
Alternative Flows:
- If virtual agent cannot answer → route to billing agent
- If payment fails → escalate to agent
- If customer prefers agent → immediate transfer
Success Criteria:
- 70% containment in virtual agent
- Payment completion rate > 85%
- CSAT score > 4.0/5.0
WxCC Features Used:
- Dialogflow virtual agent
- Payment IVR integration
- SMS notification
- Skill-based routing (if escalated)
Example Use Cases:
UC-001: New Customer Onboarding - Customer calls to set up new service - IVR collects basic information - Routes to sales agent with screen pop showing collected data - Agent completes setup in CRM - Confirmation email sent automatically
UC-002: Technical Support Escalation - Customer starts with chat for technical issue - Chat bot attempts troubleshooting - Issue requires phone call → callback offered - Agent receives chat history on answer - Issue resolved with screen sharing - Follow-up ticket created automatically
UC-003: VIP Customer Fast Track - Premium customer identified by caller ID - Routed to priority queue - Answered within 20 seconds - Agent sees customer history and preferences - Personalized greeting used - Post-call survey with premium CSAT tracking
UC-004: Email to Case Management - Customer emails support address - Email auto-categorized by subject/content - Routed to appropriate skill group - Agent converts to case in CRM - Response sent with case number - Follow-up reminders set automatically
UC-005: Callback from Queue - Customer in queue with 10+ minute wait - IVR offers callback option - Customer provides phone number - System schedules callback - Agent initiates outbound call at scheduled time - Context preserved from original call
Benefits: - Provides concrete examples for configuration - Facilitates training and documentation - Validates requirements with real scenarios - Identifies integration touchpoints - Guides testing scenarios
3. High-Level Solution Blueprint¶
Purpose: Visual and descriptive overview of the target Cisco Webex Contact Center ecosystem.
Components:
A. Architecture Diagram
┌─────────────────────────────────────────────────────────────┐
│ Customer Touchpoints │
│ Voice │ Email │ Chat │ SMS │ Social Media │ Mobile App │
└────────────────────┬────────────────────────────────────────┘
│
┌────────────────────▼────────────────────────────────────────┐
│ Cisco Webex Contact Center Cloud │
│ │
│ ┌──────────────┐ ┌──────────────┐ ┌──────────────┐ │
│ │ Routing │ │ IVR/IVA │ │ Queue │ │
│ │ Engine │ │ (Dialogflow)│ │ Management │ │
│ └──────────────┘ └──────────────┘ └──────────────┘ │
│ │
│ ┌──────────────┐ ┌──────────────┐ ┌──────────────┐ │
│ │ Agent │ │ Supervisor │ │ Admin │ │
│ │ Desktop │ │ Dashboard │ │ Console │ │
│ └──────────────┘ └──────────────┘ └──────────────┘ │
│ │
└────────────────────┬────────────────────────────────────────┘
│
┌────────────────────▼────────────────────────────────────────┐
│ Integration Layer │
│ │
│ ┌──────────────┐ ┌──────────────┐ ┌──────────────┐ │
│ │ CRM │ │ WFM │ │ Recording │ │
│ │ (Salesforce)│ │ (Verint) │ │ (NICE) │ │
│ └──────────────┘ └──────────────┘ └──────────────┘ │
│ │
│ ┌──────────────┐ ┌──────────────┐ ┌──────────────┐ │
│ │ Analytics │ │ Knowledge │ │ Ticketing │ │
│ │ (Tableau) │ │ Base │ │(ServiceNow) │ │
│ └──────────────┘ └──────────────┘ └──────────────┘ │
└─────────────────────────────────────────────────────────────┘
B. Data Flow Diagrams
Document data exchange between systems:
Customer Call Flow:
1. PSTN/SIP Trunk → 2. Webex Calling → 3. WxCC Entry Point
↓
4. IVR/Virtual Agent (Dialogflow) → 5. Data Lookup (CRM API)
↓
6. Routing Decision (AI Engine) → 7. Queue Assignment
↓
8. Agent Desktop (Screen Pop) ← 9. CRM Data Retrieval
↓
10. Call Recording Initiated → 11. Quality Monitoring
↓
12. Call Disposition → 13. CRM Update → 14. Post-Call Survey
C. Security Architecture
Security Zones: - Internet Zone: Customer touchpoints, public-facing - DMZ: SBC, API gateway, authentication - Contact Center Zone: WxCC cloud platform - Internal Zone: CRM, databases, applications
Security Controls: - End-to-end TLS encryption - Role-based access control (RBAC) - Single Sign-On (SSO) via SAML/OAuth - API authentication with OAuth 2.0 - Data encryption at rest and in transit - Audit logging for compliance - PCI compliance for payment handling
D. Network Topology
┌────────────────────────────────────────────────────────┐
│ Internet │
└───────┬──────────────────────────────────┬────────────┘
│ │
┌────▼─────┐ ┌───▼────┐
│ ISP 1 │ │ ISP 2 │
│ Primary │ │ Backup │
└────┬─────┘ └───┬────┘
│ │
┌────▼─────────────────────────────────▼────┐
│ SD-WAN / Router │
└────┬──────────────────────────────────┬───┘
│ │
┌────▼─────┐ ┌───▼────┐
│ Firewall │ │ SBC │
└────┬─────┘ └───┬────┘
│ │
┌────▼──────────────────────────────────▼────┐
│ Internal LAN / Agent Network │
│ │
│ ┌─────────┐ ┌─────────┐ ┌─────────┐ │
│ │ Agent 1 │ │ Agent 2 │ │ Agent N │ │
│ └─────────┘ └─────────┘ └─────────┘ │
└─────────────────────────────────────────────┘
E. Integration Architecture
Document each integration point:
| System | Integration Type | Protocol | Authentication | Data Exchanged | Frequency |
|---|---|---|---|---|---|
| Salesforce | Native Connector | REST API | OAuth 2.0 | Contact data, cases, screen pop | Real-time |
| Verint WFM | API | REST | API Key | Schedules, adherence, volume | Every 15 min |
| NICE Recording | Platform API | REST | Token | Call metadata, recordings | Real-time |
| Dialogflow | Native | gRPC | Service Account | Intents, fulfillment | Real-time |
| ServiceNow | REST API | REST | OAuth | Tickets, incidents | Real-time |
4. Technical Baseline Document¶
Purpose: Comprehensive documentation of current Avaya environment serving as migration input.
Sections:
A. Infrastructure Inventory - Hardware specifications and quantities - Software versions and licenses - Network topology and capacity - Telephony connectivity details
B. Configuration Exports - Agent profiles and skills - Queue configurations - Routing strategies - IVR scripts and prompts - Integration configurations
C. Call Volume Analysis - Historical volume data (12+ months) - Peak patterns and seasonality - Channel distribution - Geographic distribution
D. Performance Baseline - Current KPI measurements - Service level achievements - Quality scores - Customer satisfaction metrics
E. Integration Inventory - Current integration points - Data flows and APIs - Screen pop configurations - Custom developments
F. Pain Point Documentation - Operational challenges - Technical limitations - Agent feedback - Customer complaints
5. Gap Analysis Report¶
Purpose: Structured comparison of current Avaya capabilities vs. target WxCC features.
Format: (See Gap Analysis page for detailed comparison)
Summary Sections: - Capability comparison matrix - Modernization opportunities - Feature parity assessment - Risk identification - Required actions by phase
6. Network Readiness Report¶
Purpose: Assessment of network infrastructure to support cloud contact center.
Contents:
A. Current State Assessment - Network topology documentation - Bandwidth utilization analysis - Circuit inventory and contracts
B. Performance Test Results - Latency measurements to Webex data centers - Packet loss analysis - Jitter measurements - Bandwidth availability
C. Network Readiness Score - Overall readiness rating (1-5 scale) - Scores by category (bandwidth, latency, QoS, etc.) - Risk assessment
D. Upgrade Recommendations - Required circuit upgrades - Hardware replacements - QoS configuration changes - SD-WAN recommendations
E. Implementation Plan - Prioritized upgrade list - Cost estimates - Timeline - Resource requirements
7. Migration Readiness Assessment¶
Purpose: Evaluate organizational, technical, and operational readiness for migration.
Assessment Areas:
Technical Readiness (Scoring: 1-5)
| Area | Score | Assessment | Gaps Identified |
|---|---|---|---|
| Network Infrastructure | [X] | [Green/Yellow/Red] | [Details] |
| Integration Readiness | [X] | [Green/Yellow/Red] | [Details] |
| Security & Compliance | [X] | [Green/Yellow/Red] | [Details] |
| Hardware/Software | [X] | [Green/Yellow/Red] | [Details] |
Organizational Readiness
| Area | Score | Assessment | Actions Required |
|---|---|---|---|
| Executive Sponsorship | [X] | [Green/Yellow/Red] | [Details] |
| Change Management | [X] | [Green/Yellow/Red] | [Details] |
| Resource Availability | [X] | [Green/Yellow/Red] | [Details] |
| Budget Approval | [X] | [Green/Yellow/Red] | [Details] |
Operational Readiness
| Area | Score | Assessment | Preparation Needed |
|---|---|---|---|
| Agent Training | [X] | [Green/Yellow/Red] | [Details] |
| Process Documentation | [X] | [Green/Yellow/Red] | [Details] |
| Support Model | [X] | [Green/Yellow/Red] | [Details] |
| Testing Plan | [X] | [Green/Yellow/Red] | [Details] |
Overall Readiness: [Ready / Ready with Conditions / Not Ready]
Conditions for Readiness: - [ ] Network upgrades completed - [ ] Integration testing passed - [ ] Security review approved - [ ] Training plan finalized - [ ] Budget secured - [ ] Resources committed
8. Risk Register¶
Purpose: Identify, assess, and plan mitigation for project risks.
| Risk ID | Risk Description | Category | Probability | Impact | Risk Score | Mitigation Strategy | Owner | Status |
|---|---|---|---|---|---|---|---|---|
| R-001 | Network latency exceeds 80ms | Technical | Medium | High | 12 | Upgrade circuits, implement SD-WAN | IT Lead | Open |
| R-002 | Integration delays | Technical | High | High | 16 | Start integration work early, allocate resources | CRM Admin | Open |
| R-003 | Agent resistance to change | Organizational | High | Medium | 12 | Comprehensive training, change management | HR/Training | Open |
| R-004 | Budget overrun | Financial | Medium | High | 12 | Detailed cost tracking, contingency fund | PM | Open |
| R-005 | Data migration issues | Technical | Medium | Medium | 9 | Test data migration, validate early | IT Lead | Open |
Risk Score Calculation: Probability (1-5) × Impact (1-5) = Score (1-25) - 1-6: Low Risk (Monitor) - 7-14: Medium Risk (Active Management) - 15-25: High Risk (Immediate Attention)
9. Project Charter¶
Purpose: Formal authorization and high-level definition of the migration project.
Contents:
A. Executive Summary - Business case for migration - Strategic objectives - Expected benefits and ROI
B. Project Scope - In-scope: Features, locations, users to migrate - Out-of-scope: Exclusions and future phases - Assumptions and constraints
C. Stakeholder Summary - Project sponsor and steering committee - Key stakeholders and roles - RACI matrix
D. High-Level Timeline - Major phases and milestones - Target go-live date - Key dependencies
E. Budget Summary - Total project cost estimate - Funding source and approval - Cost breakdown by category
F. Success Criteria - Key performance indicators - Acceptance criteria - Benefits realization metrics
G. Governance - Decision-making authority - Escalation procedures - Reporting structure - Change control process
Approvals: - Project Sponsor: ___ Date: _ - IT Lead: __ Date: _ - Operations Manager: _ Date: _ - Finance: _ Date: ____
10. Communication Plan¶
Purpose: Define how project information will be shared with stakeholders.
| Audience | Communication Type | Frequency | Content | Owner | Channel |
|---|---|---|---|---|---|
| Executives | Status Report | Monthly | Progress, risks, budget | PM | Email + Meeting |
| Steering Committee | Review Meeting | Bi-weekly | Detailed status, decisions | PM | Meeting |
| Project Team | Team Sync | Weekly | Tasks, blockers, updates | PM | Meeting |
| Agents | Newsletter | Bi-weekly | Changes, training, FAQs | Change Mgr | |
| IT Team | Technical Sync | Weekly | Technical issues, testing | Tech Lead | Meeting |
| All Staff | Town Hall | Monthly | Overall progress, Q&A | Sponsor | Video Call |
Deliverable Quality Standards¶
All deliverables must meet these standards:
Documentation Standards: - Clear, concise language - Consistent formatting and templates - Version control with change tracking - Review and approval process - Accessible to appropriate stakeholders
Technical Accuracy: - Validated by subject matter experts - Based on actual data and measurements - Includes supporting evidence - References authoritative sources
Completeness: - All required sections included - No placeholder content in final version - Cross-referenced where appropriate - Links and references working
Maintainability: - Easy to update as project progresses - Clear ownership for each document - Regular review schedule defined - Archive older versions appropriately
Deliverable Review & Approval Process¶
- Draft Creation - Document owner creates initial draft
- Peer Review - Technical review by team members
- Stakeholder Review - Review by business stakeholders
- Revision - Incorporate feedback and comments
- Final Review - Executive/sponsor review
- Approval - Formal sign-off and version lock
- Distribution - Share with appropriate audiences
- Maintenance - Regular updates as needed
Approval Matrix:
| Deliverable | Reviewer | Approver | Sign-off Required? |
|---|---|---|---|
| RTM | Project Team | Sponsor | Yes |
| Use Case Catalogue | Operations | Operations Mgr | Yes |
| Solution Blueprint | Tech Team | IT Lead + Sponsor | Yes |
| Network Report | Network Team | IT Lead | Yes |
| Risk Register | Project Team | Steering Committee | Yes |
| Project Charter | All Stakeholders | Sponsor + Finance | Yes |
Document Repository Structure¶
Organize deliverables in a structured repository:
/Migration-Project/
├── /00-Project-Charter/
│ ├── Project-Charter-v1.0.pdf
│ └── Approvals.pdf
├── /01-Discovery-Assessment/
│ ├── RTM-v1.2.xlsx
│ ├── Use-Case-Catalogue-v1.1.docx
│ ├── Solution-Blueprint-v1.0.pptx
│ ├── Technical-Baseline-v1.0.docx
│ ├── Gap-Analysis-Report-v1.0.docx
│ ├── Network-Readiness-Report-v1.1.pdf
│ └── Migration-Readiness-Assessment-v1.0.xlsx
├── /02-Risk-Management/
│ ├── Risk-Register-v1.3.xlsx
│ └── Risk-Reports/
├── /03-Communications/
│ ├── Communication-Plan-v1.0.docx
│ └── Stakeholder-Updates/
└── /99-Archive/
└── Previous-Versions/