Historical Reporting Preservation -- UCCX to WxCC Analyzer

[!]️ GAP SEVERITY: MEDIUM | Affects: Operations & Quality Management Teams

3A.3.1 Problem Statement

UCCX stores historical call records, agent performance data, and queue statistics in its internal database. When UCCX is decommissioned, this data is lost unless explicitly exported. Webex Contact Center Analyzer begins collecting data from the migration cutover date -- it cannot import historical UCCX data.

3A.3.2 Abhavtech Data Preservation Approach

1. Export UCCX historical data 30 days before the WxCC cutover using the UCCX Historical Reporting Client. Export all available reports in CSV format covering a minimum of 24 months of history.
2. Archive exported data in SharePoint (Collaboration Team > CC Migration > Historical Data) with 7-year retention per India compliance requirements.
3. Recreate equivalent dashboards in WxCC Analyzer for post-migration reporting. Baseline KPIs (ASA, AHT, FCR, abandonment rate) from the last 90 days of UCCX data should be documented as the post-migration performance benchmark.
4. For management reporting requiring data continuity across the migration date, combine UCCX CSV exports with WxCC Analyzer exports in a single Excel model.

3A.3.3 Reporting Continuity Timeline

Milestone	Action
T-30 days	Begin weekly UCCX data exports (supplement to final archive)
T-7 days	Full historical export -- all UCCX reports, 24 months
T-0 (cutover)	WxCC Analyzer begins collecting. UCCX data collection stops.
T+30 days	Validate WxCC Analyzer report accuracy vs. expected call volumes
T+90 days	First combined UCCX + WxCC management report for leadership review

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