Chapter 7: WxCC Migration Execution (Phase 2) -- 7.7 Hypercare Support
7.7 Hypercare Support
7.7.1 Hypercare Overview
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| WXCC HYPERCARE - 2 WEEK SUPPORT PERIOD |
+-----------------------------------------------------------------------------+
| |
| DURATION: 2 weeks post Wave 3 cutover (Weeks 11-12) |
| |
| PURPOSE: |
| * Enhanced monitoring and rapid issue resolution |
| * Performance tuning based on production data |
| * User support and additional training as needed |
| * Final validation before BAU handover |
| |
| SUPPORT MODEL: |
| ----------------- |
| |
| Week 11 (First Week): |
| * Voice Engineering: On-site Mumbai (24x7 coverage) |
| * WxCC Admin: On-call (8 AM - 10 PM IST) |
| * Help Desk: Extended hours |
| * Daily status calls: 8 AM, 12 PM, 6 PM IST |
| |
| Week 12 (Second Week): |
| * Voice Engineering: On-call (reduced coverage) |
| * WxCC Admin: Normal hours |
| * Daily status calls: 9 AM IST only |
| |
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| Role |
Name |
Contact |
Availability |
| Hypercare Lead |
[Voice Eng Lead] |
+91-XXXXX |
24x7 (Week 11) |
| WxCC Admin |
[Admin Name] |
+91-XXXXX |
8 AM - 10 PM |
| CC Operations |
[Ops Lead] |
+91-XXXXX |
24x7 |
| Help Desk |
Support Team |
+91-XXXXX |
Extended |
| Cisco TAC |
TAC Case # |
[Case Number] |
24x7 |
7.7.3 Issue Escalation Matrix
| Severity |
Definition |
Response |
Resolution |
Escalation |
| P1 - Critical |
Complete service outage |
15 min |
2 hours |
Immediate to IT Director |
| P2 - High |
Major feature broken (recording, routing) |
30 min |
4 hours |
1 hour to Voice Eng Lead |
| P3 - Medium |
Single agent/queue issue |
1 hour |
8 hours |
Normal process |
| P4 - Low |
Minor issue, workaround exists |
4 hours |
24 hours |
Normal process |
7.7.4 Daily Status Report Template
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| WXCC HYPERCARE - DAILY STATUS REPORT |
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| |
| Date: _______________ Report #: _____ |
| Prepared By: _______________ |
| |
| OVERALL STATUS: [ ] GREEN [ ] YELLOW [ ] RED |
| |
| KEY METRICS (Last 24 Hours): |
| ------------------------------------------------------------------------- |
| Total Calls Handled: _______ |
| Service Level (30s): _______% (Target: 85%) |
| Average Handle Time: _______ min (Target: 5.5 min) |
| Abandonment Rate: _______% (Target: < 4%) |
| Virtual Agent Containment: _______% (Target: 25%) |
| Agent Availability: _______% (Target: > 95%) |
| |
| ISSUES (Open): |
| ------------------------------------------------------------------------- |
| ID | Severity | Description | Status | Owner |
| ------+----------+--------------------------+----------+-----------------|
| | | | | |
| | | | | |
| |
| ISSUES (Resolved Today): |
| ------------------------------------------------------------------------- |
| ID | Description | Resolution |
| ------+-------------------------------------+----------------------------|
| | | |
| |
| ACTIONS FOR TOMORROW: |
| ------------------------------------------------------------------------- |
| 1. ________________________________________________________________ |
| 2. ________________________________________________________________ |
| |
| RISKS: |
| ------------------------------------------------------------------------- |
| 1. ________________________________________________________________ |
| |
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7.7.5 Hypercare Exit Criteria
| Criteria |
Threshold |
Actual |
Pass |
| Service Level (30s) |
≥ 80% (7-day avg) |
|
[ ] |
| System availability |
≥ 99.5% |
|
[ ] |
| P1 incidents |
0 open |
|
[ ] |
| P2 incidents |
≤ 2 open |
|
[ ] |
| Agent satisfaction |
≥ 80% positive |
|
[ ] |
| Recording compliance |
100% |
|
[ ] |
| Training completion |
100% |
|
[ ] |
| Documentation complete |
100% |
|
[ ] |
Exit Decision: All criteria must be met for hypercare exit.