ACD Routing Migration Guide¶
Overview¶
This guide provides step-by-step procedures for migrating ACD routing from Avaya to Webex Contact Center, including pre-migration planning, configuration mapping, testing strategies, and cutover procedures.
Migration Approach¶
Migration Strategy¶
┌─────────────────────────────────────────────────────┐
│ PHASED MIGRATION APPROACH │
├─────────────────────────────────────────────────────┤
│ │
│ Phase 1: Assessment & Planning (Weeks 1-2) │
│ ├─ Inventory current configuration │
│ ├─ Map Avaya to Webex components │
│ ├─ Define success criteria │
│ └─ Create detailed project plan │
│ │
│ Phase 2: Design & Build (Weeks 3-6) │
│ ├─ Configure Webex queues and skills │
│ ├─ Build routing flows │
│ ├─ Set up agent profiles │
│ └─ Integrate with existing systems │
│ │
│ Phase 3: Testing & Validation (Weeks 7-8) │
│ ├─ Unit testing (individual queues) │
│ ├─ Integration testing (end-to-end) │
│ ├─ User acceptance testing (UAT) │
│ └─ Load testing (performance validation) │
│ │
│ Phase 4: Pilot (Week 9) │
│ ├─ Select pilot queue (low volume) │
│ ├─ Run parallel with Avaya │
│ ├─ Monitor performance │
│ └─ Gather feedback │
│ │
│ Phase 5: Phased Cutover (Weeks 10-12) │
│ ├─ Wave 1: 25% of queues/agents │
│ ├─ Wave 2: 50% of queues/agents │
│ ├─ Wave 3: 75% of queues/agents │
│ └─ Wave 4: 100% (decommission Avaya) │
│ │
│ Phase 6: Optimization (Ongoing) │
│ ├─ Monitor performance metrics │
│ ├─ Fine-tune routing strategies │
│ ├─ Implement enhancements │
│ └─ Continuous improvement │
└─────────────────────────────────────────────────────┘
Phase 1: Assessment & Planning¶
Step 1.1: Inventory Current Configuration¶
Objective: Document all Avaya ACD components that need to be migrated.
Tasks:
1. Export Avaya Configuration
☐ VDN list with DNIS mappings
☐ Vector translations (all active vectors)
☐ Skills list with descriptions
☐ Hunt groups configuration
☐ Agent profiles with skill assignments
☐ Announcement recordings list
☐ Coverage paths and routes
2. Document Call Flows
☐ Create flowcharts for each vector
☐ Identify decision points and logic
☐ Document business rules
☐ Note any special handling
3. Gather Performance Baseline
☐ Service level by queue (last 6 months)
☐ Average handle time by skill
☐ Agent utilization statistics
☐ Call volume patterns (hourly/daily/monthly)
☐ Abandonment rates
Tools:
# Avaya CM commands for exporting configuration
list vdn all
display vector <vector_number>
list skill all
list hunt-group all
list agent-loginID all
Deliverable: Configuration Inventory Spreadsheet
Columns:
├─ Component Type (VDN, Vector, Skill, etc.)
├─ ID/Number
├─ Name/Description
├─ Current Configuration
├─ Business Purpose
├─ Dependencies
└─ Migration Priority
Step 1.2: Create Mapping Document¶
Objective: Map each Avaya component to its Webex equivalent.
Mapping Template:
| Avaya Component | Config Details | Webex Component | Webex Config | Notes |
|---|---|---|---|---|
| VDN 1000 | Ext 5000, Vector 10 | Entry Point: EP_Sales_Main | DNIS: +18005550100 | Direct mapping |
| Vector 10 | Sales routing | Flow: Sales_Main_Flow | See flow design | Rebuilt in Flow Designer |
| Skill 10 | Sales_New (1-16 scale) | Skill: Sales_New (1-10 scale) | Rescale proficiency | Convert scale |
| Hunt Group 100 | Operators | Queue: Operator_Queue | Skills-based | Enhanced functionality |
Detailed Mapping Example:
AVAYA VECTOR 10:
──────────────────────────────────────────────────
01 wait-time 2 secs hearing ringback
02 collect digits after announcement 2000
03 goto step 7 if digits = 1
04 goto step 8 if digits = 2
05 goto step 9 if digits = 0
06 announcement 2001
07 queue-to skill 10 pri m
08 queue-to skill 11 pri m
09 route-to number 5100
WEBEX FLOW:
──────────────────────────────────────────────────
[Start]
↓
[Play Message] - "announcement_2000"
↓
[Menu Node] - Collect DTMF (timeout: 5s)
├─ Option 1 → [Queue Contact] - Sales_New_Queue
├─ Option 2 → [Queue Contact] - Sales_Account_Queue
├─ Option 0 → [Queue Contact] - Operator_Queue
└─ No Input → [Play Message] - "announcement_2001" → Loop
Step 1.3: Define Success Criteria¶
Migration Success Metrics:
Functional Success:
☐ All queues operational in Webex
☐ All agents successfully logged in
☐ Routing logic matches Avaya behavior
☐ Integrations (CRM, WFM) functional
☐ Reporting data accurate
Performance Success:
☐ Service level maintained or improved
☐ Average handle time within 10% of baseline
☐ Abandonment rate not increased
☐ Agent utilization maintained
☐ System response time < 2 seconds
User Acceptance:
☐ Agent satisfaction score ≥ 4/5
☐ No critical defects
☐ Training completion: 100%
☐ Supervisor approval obtained
Phase 2: Design & Build¶
Step 2.1: Configure Webex Queues¶
Queue Creation Process:
// Example: Creating queue via API
const createQueue = async (queueData) => {
const response = await fetch(
'https://api.wxcc-us1.cisco.com/v1/queues',
{
method: 'POST',
headers: {
'Authorization': `Bearer ${accessToken}`,
'Content-Type': 'application/json'
},
body: JSON.stringify({
name: queueData.name,
description: queueData.description,
serviceLevel: {
threshold: 20,
target: 80
},
routingType: 'SKILLS_BASED',
maxWaitTime: 300,
// Additional configuration...
})
}
);
return response.json();
};
// Bulk queue creation
const queuesToCreate = [
{
name: 'Sales_New_Business_Queue',
description: 'New business sales inquiries',
// ... configuration
},
// ... more queues
];
for (const queue of queuesToCreate) {
await createQueue(queue);
console.log(`Created queue: ${queue.name}`);
}
Queue Configuration Checklist:
For each queue:
☐ Create queue with appropriate name
☐ Set service level target (80/20)
☐ Configure routing type (skills-based)
☐ Set maximum wait time
☐ Define required skills
☐ Configure queue treatments:
☐ Welcome message
☐ Comfort messages (interval: 60s)
☐ Position announcements
☐ Estimated wait time
☐ Music on hold
☐ Set up overflow conditions
☐ Enable callback option
☐ Configure recording settings
Step 2.2: Create Skills Framework¶
Skills Conversion Table:
| Avaya Skill | Scale | Webex Skill | Scale | Conversion Formula |
|---|---|---|---|---|
| Sales_New | 1-16 | Sales_New_Business | 1-10 | WebexLevel = ceil(AvayaLevel × 0.625) |
| Support_T1 | 1-16 | Technical_Support | 1-10 | WebexLevel = ceil(AvayaLevel × 0.625) |
| Spanish | 1-16 | Spanish | 1-10 | WebexLevel = ceil(AvayaLevel × 0.625) |
Proficiency Conversion Example:
Avaya Agent Skills:
├─ Sales_New: 12 (on 1-16 scale)
├─ Spanish: 14 (on 1-16 scale)
└─ Account_Mgmt: 8 (on 1-16 scale)
Webex Agent Skills (Converted):
├─ Sales_New_Business: 8 (12 × 0.625 = 7.5 → ceil to 8)
├─ Spanish: 9 (14 × 0.625 = 8.75 → ceil to 9)
└─ Sales_Account_Management: 5 (8 × 0.625 = 5.0)
Bulk Skills Import Template (CSV):
SkillID,SkillName,Category,Description
skill-sales-new,Sales_New_Business,Functional,New business sales capability
skill-sales-account,Sales_Account_Management,Functional,Existing account management
skill-spanish,Spanish,Language,Spanish language proficiency
skill-tech-support-t1,Technical_Support_T1,Functional,Tier 1 technical support
skill-tech-support-t2,Technical_Support_T2,Functional,Tier 2 technical support
skill-billing,Billing,Functional,Billing and payment inquiries
Step 2.3: Configure Agent Profiles¶
Agent Migration Process:
1. Export Avaya agent data
├─ Agent IDs and names
├─ Skills and proficiency levels
├─ Hunt group memberships
└─ Supervisor assignments
2. Convert to Webex format
├─ Map Avaya skills to Webex skills
├─ Convert proficiency levels (1-16 → 1-10)
├─ Assign to appropriate teams
└─ Set capacity for each channel
3. Bulk import via CSV or API
├─ Use Control Hub bulk import
├─ Or API for automated import
└─ Validate all imports successful
4. Validate agent profiles
├─ Verify skills assigned correctly
├─ Check proficiency levels
├─ Test agent login
└─ Validate desktop configuration
Agent Import Template (CSV):
Email,FirstName,LastName,Team,Skill1,Proficiency1,Skill2,Proficiency2,Skill3,Proficiency3
john.doe@company.com,John,Doe,Sales_Team_A,Sales_New_Business,8,Spanish,7,Voice,9
jane.smith@company.com,Jane,Smith,Sales_Team_A,Sales_Account_Management,9,Email,8,Chat,7
Step 2.4: Build Routing Flows¶
Flow Development Checklist:
For each Avaya vector → Webex flow:
☐ Create new flow in Flow Designer
☐ Implement greeting and menu logic
☐ Add skill-based routing nodes
☐ Configure error handling
☐ Set up overflow routing
☐ Add callback functionality
☐ Test flow in sandbox
☐ Document flow logic
☐ Get business approval
☐ Publish to production
Flow Testing Checklist:
☐ Happy path (successful routing)
☐ Invalid DTMF input
☐ Timeout (no input)
☐ All menu options work
☐ Overflow routing triggers correctly
☐ Callback functionality
☐ Business hours vs after hours
☐ Queue full scenario
☐ No agents available
☐ Integration calls succeed
Phase 3: Testing & Validation¶
Step 3.1: Unit Testing¶
Test Each Queue Independently:
Test Cases per Queue:
──────────────────────────────────────────────────
1. Queue Entry
☐ Contact enters queue successfully
☐ Queue position assigned
☐ Comfort messages play at intervals
2. Skills Matching
☐ Only agents with required skills receive contacts
☐ Proficiency levels respected
☐ No contacts to agents without skills
3. Agent Selection
☐ Longest available agent gets contact
☐ Skills-based scoring works correctly
☐ Priority routing functions
4. Queue Treatments
☐ Welcome message plays
☐ Position announcements accurate
☐ EWT announcements reasonable
☐ Music on hold plays
5. Overflow Routing
☐ Overflow triggers at threshold
☐ Contacts route to overflow queue
☐ Overflow queue processes normally
6. Callback
☐ Callback offer plays at threshold
☐ Customer can request callback
☐ Callback number collected
☐ Callback executes when agent available
Unit Test Documentation:
Test Case: Sales_New_Business_Queue - Skills Matching
──────────────────────────────────────────────────
Prerequisites:
├─ Queue configured with skill requirement: Sales_New_Business (min 5)
├─ Agent A: Sales_New_Business(8) - Available
├─ Agent B: Sales_Account_Management(9) - Available (no Sales_New skill)
└─ Agent C: Sales_New_Business(4) - Available (below minimum)
Test Steps:
1. Generate test call to Sales_New_Business_Queue
2. Verify which agent receives the call
Expected Result:
└─ Agent A receives the call (only agent with skill ≥ 5)
Actual Result: ___________
Status: PASS / FAIL
Notes: ___________
Step 3.2: Integration Testing¶
End-to-End Test Scenarios:
Scenario 1: Inbound Call with CRM Screen Pop
──────────────────────────────────────────────────
1. Customer calls +1-800-XX5-0100
2. Entry point identified: EP_Sales_Main
3. Flow executes: Sales_Main_Flow
4. Customer selects option 1 (New Sales)
5. Queued in Sales_New_Business_Queue
6. Agent A becomes available
7. Call delivered to Agent A
8. CRM screen pop displays customer info
9. Agent answers call
10. Call recording starts
Validation Points:
☐ DNIS routing correct
☐ Flow executed without errors
☐ Queue selection correct
☐ Skills-based routing worked
☐ CRM screen pop successful (< 2s)
☐ Call audio quality good
☐ Recording started
☐ Real-time metrics updated
Scenario 2: Omnichannel Blended Agent
──────────────────────────────────────────────────
1. Agent logged in with voice, chat, email capacity
2. Agent answers voice call (capacity: 1/1 voice)
3. Chat arrives while on voice call
4. System does NOT route chat to this agent
5. Agent completes voice call
6. Agent available for all channels again
7. Email arrives and routes to agent
8. Agent handles email (capacity: 1/5 email)
9. Chat arrives and routes to agent
10. Agent handles both email and chat concurrently
Validation Points:
☐ Voice exclusivity respected
☐ Chat blocked during voice call
☐ Email and chat allowed concurrently
☐ Capacity limits enforced
☐ Agent desktop shows all contacts
Step 3.3: Load Testing¶
Performance Validation:
Load Test Scenarios:
──────────────────────────────────────────────────
Scenario 1: Normal Load
├─ Concurrent calls: 100
├─ Call arrival rate: 10 calls/minute
├─ Duration: 1 hour
├─ Expected: All metrics normal
Scenario 2: Peak Load
├─ Concurrent calls: 250
├─ Call arrival rate: 25 calls/minute
├─ Duration: 2 hours
├─ Expected: Service level ≥ 80%
Scenario 3: Spike Load
├─ Ramp from 50 to 300 calls in 15 minutes
├─ Sustain 300 concurrent for 30 minutes
├─ Ramp down to 50 in 15 minutes
├─ Expected: System handles gracefully, no drops
Success Criteria:
☐ No dropped calls
☐ Service level maintained
☐ System response time < 3s
☐ No error messages
☐ All integrations functional
☐ Reporting accurate
Step 3.4: User Acceptance Testing (UAT)¶
UAT Participant Groups:
Group 1: Agents (Sample size: 10-15 agents)
Tests:
☐ Login to agent desktop
☐ Handle voice calls
☐ Handle chat/email (if applicable)
☐ Use CRM integration
☐ Access knowledge base
☐ Change state (Available, Away, etc.)
☐ Use wrap-up codes
☐ Feedback on user experience
Group 2: Supervisors (All supervisors)
Tests:
☐ Login to supervisor desktop
☐ Monitor agent activity
☐ View real-time dashboards
☐ Access reports
☐ Perform barge/whisper
☐ Adjust queue settings
☐ Feedback on functionality
Group 3: Administrators (IT/Admin team)
Tests:
☐ User management
☐ Configuration changes
☐ Report generation
☐ System monitoring
☐ Troubleshooting
☐ Documentation review
UAT Feedback Form:
Participant: ___________
Role: Agent / Supervisor / Admin
Date: ___________
Rating (1-5, 5=Excellent):
├─ Ease of use: [ ]
├─ System performance: [ ]
├─ Feature completeness: [ ]
├─ Training adequacy: [ ]
└─ Overall satisfaction: [ ]
Issues Found:
1. ___________
2. ___________
3. ___________
Recommended Improvements:
1. ___________
2. ___________
Approval for Production: YES / NO / CONDITIONAL
Comments: ___________
Phase 4: Pilot Migration¶
Step 4.1: Select Pilot Queue¶
Pilot Queue Selection Criteria:
Ideal Pilot Queue Characteristics:
✅ Low-to-medium call volume (<50 calls/day)
✅ Simple routing logic
✅ Small agent team (5-10 agents)
✅ Non-critical business function
✅ Supportive team (willing to provide feedback)
✅ Representative of overall environment
Avoid for Pilot:
❌ Highest volume queue
❌ Most complex routing
❌ VIP/critical customers
❌ Compliance-regulated (until validated)
❌ Multi-site/multi-timezone
Pilot Queue: Example Selection
Selected: Sales_Account_Management_Queue
Rationale:
├─ Volume: 35 calls/day (manageable)
├─ Routing: Simple skills-based
├─ Agents: 8 agents (small team)
├─ Complexity: Medium (representative)
├─ Risk: Low (not customer-facing critical)
└─ Team: Enthusiastic and tech-savvy
Step 4.2: Parallel Run¶
Parallel Run Configuration:
Duration: 1 week (5 business days)
Setup:
├─ Avaya: Remains fully operational
├─ Webex: Pilot queue configured and tested
├─ Traffic Split: 90% Avaya / 10% Webex initially
├─ Monitoring: Real-time dashboards for both platforms
└─ Support: Dedicated team monitoring pilot
Day-by-Day Plan:
────────────────────────────────────────────────
Day 1 (Monday):
├─ 10% traffic to Webex
├─ Intensive monitoring
├─ Quick fixes if needed
└─ Team debrief end of day
Day 2-3 (Tuesday-Wednesday):
├─ Increase to 25% traffic if Day 1 successful
├─ Continue monitoring
├─ Address any issues
└─ Daily team debriefs
Day 4-5 (Thursday-Friday):
├─ Increase to 50% traffic if stable
├─ Final validation
├─ Prepare for full cutover decision
└─ Go/No-Go meeting Friday PM
Pilot Metrics Dashboard:
┌─────────────────────────────────────────────────────┐
│ PILOT vs PRODUCTION COMPARISON │
├─────────────────────────────────────────────────────┤
│ Metric │ Avaya │ Webex │ Delta │
│──────────────────────┼──────────┼─────────┼─────────│
│ Service Level │ 82% │ 85% │ +3% ✅│
│ Avg Speed Answer │ 38s │ 32s │ -6s ✅│
│ Abandonment Rate │ 6.2% │ 5.1% │ -1.1% ✅│
│ Avg Handle Time │ 8m 20s │ 8m 15s │ -5s ✅│
│ Agent Utilization │ 78% │ 80% │ +2% ✅│
│ Customer Sat (CSAT) │ 4.1 │ 4.3 │ +0.2 ✅│
│ System Errors │ 2 │ 1 │ -1 ✅│
│──────────────────────┴──────────┴─────────┴─────────│
│ Status: PILOT SUCCESSFUL - PROCEED TO CUTOVER │
└─────────────────────────────────────────────────────┘
Phase 5: Phased Cutover¶
Cutover Wave Planning¶
Wave 1: Low-Risk Queues (Week 10)
Queues (25% of total):
├─ Sales_Account_Management
├─ Support_Tier2 (low volume)
└─ General_Inquiries
Agents: 25 agents (25% of total)
Cutover Window: Saturday 2 AM - 6 AM
Rollback Criteria:
├─ Service level < 70%
├─ System errors > 5
├─ Critical defect found
└─ Agent unable to login
Wave 2: Medium-Risk Queues (Week 11)
Queues (additional 25%, cumulative 50%):
├─ Sales_New_Business
├─ Support_Tier1
└─ Billing_General
Agents: Additional 25 agents (cumulative 50 agents)
Cutover Window: Saturday 2 AM - 6 AM
Success Criteria from Wave 1:
☐ All metrics stable for 1 week
☐ No critical issues
☐ Agent feedback positive
Wave 3: High-Volume Queues (Week 12)
Queues (additional 25%, cumulative 75%):
├─ Support_Technical (highest volume)
├─ Billing_Collections
└─ Spanish_Support
Agents: Additional 25 agents (cumulative 75 agents)
Cutover Window: Saturday 2 AM - 6 AM
Wave 4: Final Cutover (Week 13)
Remaining Queues (final 25%, 100% total):
├─ VIP_Support
├─ Escalations
└─ All remaining queues
All remaining agents migrated
Avaya Decommission:
├─ Monitor Webex for 48 hours
├─ If stable, disconnect Avaya trunks
├─ Archive Avaya configuration
└─ Schedule equipment removal
Cutover Execution Checklist¶
Pre-Cutover (T-24 hours):
☐ Final configuration backup (both systems)
☐ Verify all agents trained
☐ Test rollback procedure
☐ Communication sent to all stakeholders
☐ Support team on standby
☐ Monitoring dashboards ready
☐ Escalation contacts confirmed
☐ Go/No-Go decision made
Cutover Execution (T-0):
Hour 1 (2:00 AM - 3:00 AM):
☐ Place Avaya queues in maintenance mode
☐ Allow existing calls to complete
☐ Verify no calls in Avaya queues
☐ Update DNIS routing to Webex
☐ Verify PSTN routing updated
Hour 2 (3:00 AM - 4:00 AM):
☐ Enable Webex queues
☐ Agents log into Webex
☐ Verify agent status shows correctly
☐ Place test calls to each queue
☐ Validate call routing
Hour 3 (4:00 AM - 5:00 AM):
☐ Monitor first live calls
☐ Check CRM integration
☐ Verify reporting data
☐ Address any issues immediately
Hour 4 (5:00 AM - 6:00 AM):
☐ Full validation complete
☐ Document any issues
☐ Prepare for business hours
☐ Brief day shift supervisors
Post-Cutover (T+4 hours):
First Business Day:
☐ Monitor service levels continuously
☐ Support agents with questions
☐ Track and resolve issues quickly
☐ Hold end-of-day debrief
☐ Document lessons learned
First Week:
☐ Daily performance reviews
☐ Address agent feedback
☐ Fine-tune routing if needed
☐ Update documentation
☐ Prepare for next wave
Rollback Procedures¶
Rollback Decision Criteria:
Initiate Rollback If:
├─ Service level < 60% for 30 minutes
├─ System completely unavailable
├─ Critical integration failure (CRM down)
├─ Multiple agent unable to login
├─ Data loss or corruption detected
└─ Security incident discovered
Rollback Execution (Emergency):
Step 1 (Immediate - 5 minutes):
☐ Announce rollback decision
☐ Stop routing new calls to Webex
☐ Route all calls back to Avaya
Step 2 (10 minutes):
☐ Agents log back into Avaya
☐ Complete Webex calls in progress
☐ Verify Avaya functioning normally
Step 3 (30 minutes):
☐ Document rollback reason
☐ Preserve Webex logs for analysis
☐ Brief stakeholders
☐ Schedule root cause analysis
Step 4 (Next day):
☐ Analyze failure cause
☐ Develop remediation plan
☐ Reschedule cutover
Phase 6: Post-Migration Optimization¶
Week 1 Post-Migration¶
Daily Activities:
☐ Monitor service levels hourly
☐ Review agent feedback
☐ Track and resolve issues
☐ Document workarounds
☐ Refine routing as needed
Key Metrics to Watch:
├─ Service level by queue
├─ Agent utilization
├─ System response time
├─ Integration performance
├─ Error rates
└─ Agent satisfaction
Month 1 Optimization¶
Weekly Reviews:
☐ Analyze performance trends
☐ Identify optimization opportunities
☐ Adjust routing strategies
☐ Update agent skills
☐ Refine queue configurations
Optimization Areas:
├─ Skills proficiency adjustments
├─ Queue treatment tuning
├─ Overflow threshold optimization
├─ Callback strategy refinement
└─ Integration performance tuning
Ongoing Continuous Improvement¶
Monthly:
☐ Performance metric review
☐ Routing effectiveness analysis
☐ Agent skill assessment
☐ Queue structure review
☐ Stakeholder feedback collection
Quarterly:
☐ Comprehensive performance review
☐ Strategic optimization initiatives
☐ Technology enhancement evaluation
☐ Best practice implementation
☐ ROI analysis and reporting
Risk Management¶
Risk Register¶
| Risk | Probability | Impact | Mitigation Strategy |
|---|---|---|---|
| Agent resistance to change | Medium | High | Comprehensive training, early engagement |
| Integration failures | Low | Critical | Thorough testing, fallback procedures |
| Performance degradation | Low | High | Load testing, capacity planning |
| Data migration errors | Medium | Medium | Validation scripts, reconciliation |
| PSTN routing issues | Low | Critical | Carrier coordination, testing |
| Training inadequacy | Medium | Medium | Multiple training sessions, documentation |
| Cutover timing issues | Low | Medium | Detailed runbooks, rehearsals |
Issue Escalation Matrix¶
Level 1 (Minor Issue):
├─ Response Time: 15 minutes
├─ Resolution Time: 4 hours
├─ Owner: Migration team lead
└─ Example: Agent desktop cosmetic issue
Level 2 (Moderate Issue):
├─ Response Time: 5 minutes
├─ Resolution Time: 1 hour
├─ Owner: Technical lead + vendor support
└─ Example: Queue not routing correctly
Level 3 (Critical Issue):
├─ Response Time: Immediate
├─ Resolution Time: 30 minutes
├─ Owner: Project manager + vendor escalation
├─ Consideration: Rollback decision
└─ Example: System outage, no calls routing
Success Validation¶
Final Acceptance Criteria¶
Technical Acceptance:
☐ All queues operational
☐ All agents successfully migrated
☐ Service levels meet or exceed targets
☐ All integrations functional
☐ Reporting accurate and complete
☐ No critical defects remaining
Business Acceptance:
☐ Operational metrics improved
☐ Cost savings realized
☐ Agent satisfaction ≥ 4/5
☐ Customer satisfaction maintained
☐ Business stakeholder approval
Project Acceptance:
☐ All deliverables completed
☐ Documentation finalized
☐ Training completed
☐ Knowledge transfer complete
☐ Lessons learned documented
☐ Project closure approved