Success Criteria¶
Success criteria are formally signed off at each phase gate. Failure to meet any Critical metric blocks progression to the next phase.
Success Metrics¶
Phase 2A: Baseline Migration¶
| Metric | Target | Measurement |
|---|---|---|
| Agent Adoption | 100% within 2 weeks | License activation |
| Call Success Rate | >99% | CDR analysis |
| Average Speed to Answer | <30 seconds | Real-time analytics |
| Service Level (80/20) | >90% | Queue reports |
| Feature Parity | 95% | Feature checklist |
Phase 2B: AI Enhancement¶
| Metric | Target | Measurement |
|---|---|---|
| Virtual Agent Containment | 40% | Intent resolution rate |
| Intent Accuracy | >90% | NLU confidence scores |
| Agent Assist Adoption | 80% | Feature usage analytics |
| Customer Satisfaction | >4.⅖.0 | Post-interaction CSAT |
Measurement Approach¶
| Metric | Measurement Tool | Frequency | Owner |
|---|---|---|---|
| Service Level | WxCC Analyzer | Real-time + daily | CC Manager |
| ASA | WxCC Analyzer | Daily | CC Manager |
| Call Success Rate | Control Hub | Daily | Collaboration Ops |
| Agent Adoption | Control Hub login stats | Weekly | Training Lead |
| CSAT | Post-call survey | Weekly | CC Manager |
| Virtual Agent Containment | AI Analytics | Daily | AI Engineer |
| Intent Accuracy | Dialogflow CX console | Weekly | AI Engineer |
Phase Gate Criteria¶
Phase 2A -> 2B Gate¶
All of the following must be met before Phase 2B begins:
- Service level >= 85% sustained for 4 weeks
- ASA <= 45 seconds at all sites
- Agent Webex App adoption >= 95%
- Zero P1 incidents in the last 2 weeks of hypercare
- UCCX formally decommissioned and license returned
Phase 2B Completion¶
- Virtual Agent containment >= 35% (simple intents)
- Intent accuracy >= 87% (Dialogflow CX)
- Agent Assist suggestion acceptance rate >= 25%
- Auto-CSAT correlation within 5% of manual survey score
See 7.6 Go-Live Validation for the detailed validation checklist used at each wave go-live.