7.2 WxCC Migration Timeline¶
7.2.1 Overall Schedule¶
WXCC MIGRATION - OVERALL TIMELINE
WEEK PHASE ACTIVITIES
* * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * *
Week 1-2 PREPARATION Training curriculum development
Sandbox environment setup
Final Chapter 6 validation
Cutover runbook finalization
Week 3-4 TRAINING Wave 1 agent training (Chennai)
(Wave 1) Supervisor training
UAT with business SMEs
Week 5 WAVE 1 CUTOVER Chennai (30 agents)
(Pilot) Weekend cutover
5-day stabilization
Week 6 TRAINING Wave 2 agent training (London, NJ)
(Wave 2)
Week 7 WAVE 2 CUTOVER London (15) + New Jersey (10)
Weekend cutover
5-day stabilization
Week 8-9 TRAINING Wave 3 agent training (Mumbai)
(Wave 3) 120 agents - largest batch
Week 10 WAVE 3 CUTOVER Mumbai HQ (120 agents)
(Final) Weekend cutover
24x7 operation - highest risk
Week 11-12 HYPERCARE Enhanced support
Issue resolution
Performance tuning
Week 13 STABILIZATION Handover to BAU operations
UCCX decommission planning
Project closure
7.2.2 Wave Migration Plan¶
| Wave | Site | Agents | Teams | Weekend | Risk Level |
|---|---|---|---|---|---|
| Wave 1 (Pilot) | Chennai | 30 | Chennai_Support, India_Digital_Team | Week 5 | LOW |
| Wave 2 | London + New Jersey | 25 | EMEA_Team, Americas_Team | Week 7 | MEDIUM |
| Wave 3 | Mumbai HQ | 120 | India_Sales, India_Support, India_TechSupport, India_Billing | Week 10 | HIGH |
| TOTAL | 4 Sites | 175 | 8 Teams | 3 Weekends |
Wave Selection Rationale:
| Wave | Rationale |
|---|---|
| Wave 1 - Chennai | Lowest risk: 30 agents, 9AM-9PM hours (not 24x7), single timezone, provides pilot learnings |
| Wave 2 - London/NJ | Medium risk: 25 agents, business hours only, tests multi-region routing |
| Wave 3 - Mumbai | Highest risk: 120 agents, 24x7 operation, primary support hub - benefits from Wave ½ learnings |
7.2.3 Wave 1 Detailed Schedule (Chennai Pilot)¶
| Day | Date | Activity | Owner | Hours |
|---|---|---|---|---|
| Pre-Week | ||||
| Mon-Fri | Week 3-4 | Agent training (30 agents) | Training Lead | 2hr/day |
| Fri | Week 4 | Training completion sign-off | Training Lead | - |
| Fri | Week 4 | Go/No-Go decision call | PM + Leads | 30 min |
| Cutover Weekend | ||||
| Fri | 6:00 PM IST | Cutover start - UCCX disable | Voice Eng | - |
| Fri | 6:30 PM | Entry Point DNS/routing switch | Voice Eng | - |
| Fri | 7:00 PM | Agent Desktop login validation | CC Ops | - |
| Fri | 8:00 PM | Test calls (all scenarios) | QA | 1 hr |
| Fri | 9:00 PM | Issue resolution window | All | 3 hr |
| Sat | 9:00 AM | Day 1 Live - first customer calls | CC Ops | - |
| Sat | All day | Enhanced monitoring | Voice Eng + CC Ops | 12 hr |
| Sun | All day | Stabilization | Voice Eng | 12 hr |
| Week 5 (Stabilization) | ||||
| Mon-Fri | Week 5 | Production monitoring | CC Ops | - |
| Fri | Week 5 | Wave 1 sign-off | CC Ops Manager | - |
7.2.4 Wave 2 Detailed Schedule (London + New Jersey)¶
| Day | Date | Activity | Owner | Hours |
|---|---|---|---|---|
| Pre-Week | ||||
| Mon-Fri | Week 6 | Agent training (25 agents) | Training Lead | 2hr/day |
| Fri | Week 6 | Go/No-Go decision call | PM + Leads | 30 min |
| Cutover Weekend | ||||
| Sat | 2:00 AM UTC | Cutover start (off-hours all regions) | Voice Eng | - |
| Sat | 2:30 AM | Entry Point routing switch (EMEA/US) | Voice Eng | - |
| Sat | 3:00 AM | Agent Desktop login validation | CC Ops | - |
| Sat | 4:00 AM | Test calls (EMEA + Americas flows) | QA | 1 hr |
| Sat | 9:00 AM UK | Day 1 Live - London | CC Ops | - |
| Sat | 9:00 AM ET | Day 1 Live - New Jersey | CC Ops | - |
| Week 7 (Stabilization) | ||||
| Mon-Fri | Week 7 | Production monitoring | CC Ops | - |
| Fri | Week 7 | Wave 2 sign-off | CC Ops Manager | - |
7.2.5 Wave 3 Detailed Schedule (Mumbai HQ)¶
| Day | Date | Activity | Owner | Hours |
|---|---|---|---|---|
| Pre-Week | ||||
| Week 8-9 | Agent training (120 agents - 4 batches) | Training Lead | 2hr/day | |
| Fri | Week 9 | Training completion sign-off | Training Lead | - |
| Fri | Week 9 | Final Go/No-Go decision call | PM + Leads | 1 hr |
| Cutover Weekend | ||||
| Sat | 12:01 AM IST | Cutover start (lowest call volume) | Voice Eng | - |
| Sat | 12:30 AM | India Entry Points routing switch | Voice Eng | - |
| Sat | 1:00 AM | Agent Desktop login (night shift) | CC Ops | - |
| Sat | 2:00 AM | Test calls (all India flows) | QA | 1 hr |
| Sat | 3:00 AM | Issue resolution window | All | 3 hr |
| Sat | 6:00 AM | Day shift handover | CC Ops | - |
| Sat-Sun | All day | Enhanced 24x7 monitoring | Voice Eng + CC Ops | 48 hr |
| Week 10 (Stabilization) | ||||
| Mon-Fri | Week 10 | 24x7 production monitoring | CC Ops | - |
| Fri | Week 10 | Wave 3 sign-off | CC Ops Manager | - |