3.1 UCCX Current State Assessment
3.1.1 UCCX Cluster Architecture
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| ABHAVTECH UCCX CURRENT STATE - CLUSTER ARCHITECTURE |
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| |
| +-------------------------+ |
| | CUCM CLUSTER | |
| | (Integration Point) | |
| +-----------+-------------+ |
| | |
| CTI Manager Connection |
| | |
| +---------------------+---------------------+ |
| | | |
| v v |
| +---------------------+ +---------------------+ |
| | UCCX PRIMARY | <- HA -> | UCCX SECONDARY | |
| | uccx-pub.abv.com | (Failover) | uccx-sub.abv.com | |
| +---------------------+ +---------------------+ |
| | Version: 12.5(1)SU2 | | Version: 12.5(1)SU2 | |
| | Agents: 175 | | Agents: 175 (HA) | |
| | Licenses: Premium | | Role: Hot Standby | |
| | Scripts: 9 | | | |
| | CSQs: 6 | | | |
| +---------------------+ +---------------------+ |
| |
| INTEGRATIONS: |
| ------------- |
| * CUCM 14.0 CTI Integration (JTAPI) |
| * Finesse Desktop 12.5 (175 agents) |
| * Cisco MediaSense Recording (optional) |
| * Internal CRM via Database Integration (ODBC) |
| * Wallboard via CUIC Reporting |
| |
| CAPACITY UTILIZATION: |
| --------------------- |
| * Peak concurrent calls: 85 (of 150 voice agents) |
| * Peak IVR ports: 40 (of 60 licensed) |
| * Peak agent sessions: 160 (of 175 licensed) |
| * Daily call volume: 3,500-4,200 calls |
| |
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3.1.2 UCCX Agent Distribution by Site
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| ABHAVTECH UCCX AGENT DISTRIBUTION |
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| |
| SITE | VOICE | DIGITAL | TOTAL | TEAMS | HOURS |
| ----------------+-------+---------+-------+--------------------+---------|
| Mumbai HQ | 100 | 20 | 120 | Sales-IN, Support | 24x7 |
| | | | | Billing, Tech | |
| ----------------+-------+---------+-------+--------------------+---------|
| Chennai | 25 | 5 | 30 | Sales-IN, Support | 9AM-9PM |
| ----------------+-------+---------+-------+--------------------+---------|
| London | 15 | 0 | 15 | Sales-EMEA,Support | 9AM-6PM |
| ----------------+-------+---------+-------+--------------------+---------|
| New Jersey | 10 | 0 | 10 | Sales-US, Support | 9AM-6PM |
| ----------------+-------+---------+-------+--------------------+---------|
| TOTAL | 150 | 25 | 175 | | |
| |
| NOTES: |
| ------ |
| * Mumbai is 24x7 operation (3 shifts) |
| * Digital agents handle Email, Chat (not WhatsApp currently) |
| * London/New Jersey share EMEA/US overflow to Mumbai after hours |
| * Chennai provides Hindi/Tamil overflow support to Mumbai |
| |
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| ABHAVTECH UCCX CSQ INVENTORY |
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| |
| CSQ NAME | TYPE | AGENTS | SL | MAX Q | ROUTING MODEL |
| -------------------+---------+--------+-------+-------+------------------|
| Sales_India_CSQ | Voice | 45 | 30s | 300s | Longest Available|
| Sales_EMEA_CSQ | Voice | 12 | 30s | 300s | Longest Available|
| Sales_Americas_CSQ | Voice | 8 | 30s | 300s | Longest Available|
| Support_CSQ | Voice | 55 | 45s | 600s | Skill-Based |
| Billing_CSQ | Voice | 15 | 30s | 300s | Skill-Based |
| TechSupport_CSQ | Voice | 15 | 60s | 900s | Skill-Based |
| -------------------+---------+--------+-------+-------+------------------|
| TOTAL VOICE | | 150 | | | |
| -------------------+---------+--------+-------+-------+------------------|
| Email_CSQ | Digital | 15 | 4hrs | 24hr | Round Robin |
| Chat_CSQ | Digital | 10 | 30s | 300s | Longest Available|
| -------------------+---------+--------+-------+-------+------------------|
| TOTAL DIGITAL | | 25 | | | |
| |
| LEGEND: |
| SL = Service Level Target (time to answer) |
| Max Q = Maximum time in queue before overflow |
| |
| OVERFLOW ROUTING: |
| * Sales_EMEA_CSQ overflow -> Sales_India_CSQ (after hours) |
| * Sales_Americas_CSQ overflow -> Sales_India_CSQ (after hours) |
| * All queues ultimate overflow -> Voicemail after max queue time |
| |
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3.1.4 UCCX Script Inventory (Detailed)
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| ABHAVTECH UCCX SCRIPT INVENTORY - DETAILED |
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| |
| SCRIPT NAME | ENTRY POINT | COMPLEXITY | DEPENDENCIES |
| ======================================================================= |
| |
| 1. MainMenu_EN.aef |
| ----------------------------------------------------------------------- |
| Entry Point: +91-22-4960-1000 (Mumbai Toll) |
| 1800-266-1000 (India Toll-Free) |
| Description: Primary English IVR - Main Menu |
| Complexity: MEDIUM (4 menu levels, DB lookup) |
| Call Volume: ~2,500 calls/day |
| Dependencies: DB_Lookup (customer validation) |
| PromptLibrary_EN (42 prompts) |
| Business Hours: Route to queue per selection |
| After Hours: Route to AfterHours.aef |
| Flow Logic: |
| Welcome -> Language Select (EN/HI) -> Auth (optional) -> |
| Main Menu (Sales/Support/Billing/Tech) -> Queue |
| |
| 2. MainMenu_HI.aef |
| ----------------------------------------------------------------------- |
| Entry Point: Same as MainMenu_EN (Hindi option selected) |
| Description: Hindi IVR - Main Menu (parallel to EN) |
| Complexity: MEDIUM (mirrors EN flow) |
| Call Volume: ~800 calls/day |
| Dependencies: PromptLibrary_HI (25 prompts) |
| Flow Logic: Same as EN, Hindi prompts |
| |
| 3. SalesQueue.aef |
| ----------------------------------------------------------------------- |
| Entry Point: Internal (from MainMenu press 1) |
| Description: Sales queue treatment with EWT |
| Complexity: LOW (queue + announcements) |
| Dependencies: None (uses system EWT) |
| Flow Logic: Comfort Message -> EWT -> Hold Music -> Agent |
| |
| 4. SupportQueue.aef |
| ----------------------------------------------------------------------- |
| Entry Point: Internal (from MainMenu press 2) |
| Description: Support queue with ticket lookup |
| Complexity: MEDIUM (ticket # input, DB lookup) |
| Dependencies: DB_Lookup (ticket status) |
| Flow Logic: Get Ticket# -> Lookup -> Read Status -> Queue |
| |
| 5. BillingQueue.aef |
| ----------------------------------------------------------------------- |
| Entry Point: Internal (from MainMenu press 3) |
| Description: Billing queue with account balance |
| Complexity: MEDIUM (account lookup, balance read) |
| Dependencies: DB_Lookup (billing system) |
| Flow Logic: Get Account -> Validate -> Read Balance -> Queue |
| |
| 6. TechSupport.aef |
| ----------------------------------------------------------------------- |
| Entry Point: Internal (from MainMenu press 4) |
| Description: Technical support with product selection |
| Complexity: MEDIUM (product menu, skill routing) |
| Dependencies: Skill routing (ProductA, ProductB, ProductC) |
| Flow Logic: Product Menu -> Skill Assignment -> Queue |
| |
| 7. AfterHours.aef |
| ----------------------------------------------------------------------- |
| Entry Point: Internal (from MainMenu after hours) |
| Description: After hours treatment |
| Complexity: LOW (message + callback offer) |
| Dependencies: HolidayList (custom holiday calendar) |
| CallbackRequest (DB write) |
| Flow Logic: Closed Message -> Callback Offer -> Voicemail |
| |
| 8. Callback.aef |
| ----------------------------------------------------------------------- |
| Entry Point: Internal (from queue overflow or after hours) |
| Description: Callback scheduling |
| Complexity: HIGH (time slot selection, DB write, outbound) |
| Dependencies: CallbackScheduler (outbound integration) |
| DB_Write (callback table) |
| Flow Logic: Get Callback# -> Time Slot -> Confirm -> Schedule |
| |
| 9. Survey.aef |
| ----------------------------------------------------------------------- |
| Entry Point: Post-call (agent transfer) |
| Description: Post-call satisfaction survey |
| Complexity: MEDIUM (3 questions, DB write) |
| Dependencies: DB_Write (survey responses) |
| Flow Logic: Q1 (1-5) -> Q2 (1-5) -> Q3 (1-5) -> Thank -> End |
| |
| ======================================================================= |
| SUMMARY: |
| * Total Scripts: 9 |
| * HIGH Complexity: 1 (Callback) |
| * MEDIUM Complexity: 6 |
| * LOW Complexity: 2 |
| * Total Prompts: 87 (EN: 62, HI: 25) |
| * DB Integrations: 4 scripts require database connectivity |
| |
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3.1.5 UCCX Skills Inventory
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| ABHAVTECH UCCX SKILLS INVENTORY |
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| |
| SKILL NAME | TYPE | VALUES | AGENTS | USED IN CSQ |
| ------------------+-----------+-------------+--------+--------------------|
| Sales | Boolean | True/False | 65 | Sales_India/EMEA |
| Support | Boolean | True/False | 55 | Support_CSQ |
| Billing | Boolean | True/False | 15 | Billing_CSQ |
| TechnicalSupport | Boolean | True/False | 15 | TechSupport_CSQ |
| Hindi | Boolean | True/False | 80 | All (routing) |
| English | Boolean | True/False | 175 | All (required) |
| ProductA | Boolean | True/False | 8 | TechSupport_CSQ |
| ProductB | Boolean | True/False | 7 | TechSupport_CSQ |
| ------------------+-----------+-------------+--------+--------------------|
| |
| MIGRATION NOTES: |
| ----------------- |
| * All skills will be recreated in WxCC |
| * Add new skills: Tamil, German (EMEA), Region_APAC/EMEA/US |
| * Convert Boolean to Proficiency where relevant |
| |
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3.1.6 UCCX Reporting & Metrics (Baseline)
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| ABHAVTECH UCCX - CURRENT PERFORMANCE METRICS (BASELINE) |
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| |
| METRIC | CURRENT | TARGET (WxCC) | IMPROVEMENT |
| --------------------------------+-----------+---------------+--------------|
| Daily Call Volume | 3,800 | 4,500+ | AI handles |
| Service Level (30s) | 72% | 85% | +13% |
| Average Handle Time (AHT) | 7.5 min | 5.5 min | -2 min |
| First Call Resolution (FCR) | 68% | 82% | +14% |
| Call Abandonment Rate | 8.5% | 4% | -4.5% |
| Customer Satisfaction (CSAT) | 3.8/5 | 4.3/5 | +0.5 |
| IVR Containment Rate | 12% | 35% | +23% (AI) |
| Agent Occupancy | 78% | 72% | Better WLB |
| Average Speed to Answer (ASA) | 45 sec | 25 sec | -20 sec |
| --------------------------------+-----------+---------------+--------------|
| |
| NOTE: Target metrics assume Phase 2 completion with AI features enabled |
| |
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