WxCC Design¶
Complete Webex Contact Center architecture design covering channels, routing, data residency, and technical specifications for the UCCX to WxCC migration.
Chapter Overview¶
Sections¶
3.1 Architecture Overview ->
Complete WxCC design including architecture, channel strategy, routing design, queue configuration, team structure, flow design, data residency, and integration points
3.2 Channel Strategy ->
Voice and digital channel configuration, entry point design, media routing
3.3 Routing Design ->
Skill-based routing, queue priority, overflow handling, after-hours routing
3.4 Data Residency ->
Regional data centers, compliance requirements, GDPR considerations
Architecture Summary¶
Agent Distribution¶
| Site | Agents | Channels | Hours | Teams |
|---|---|---|---|---|
| Mumbai HQ | 120 | Voice + Digital | 24x7 | Sales-IN, Support, Billing, Tech |
| Chennai | 30 | Voice + Digital | 9AM-9PM | Sales-IN, Support, Digital |
| London | 15 | Voice only | 9AM-6PM | Sales-EMEA, Support |
| New Jersey | 10 | Voice only | 9AM-6PM | Sales-US, Support |
Channel Strategy¶
Voice (Telephony): - 4 regional entry points - DTMF IVR menus (Phase 2A baseline) - Skill-based routing - Queue callback capability
Digital (Chat & Email): - 2 digital entry points - Web widget + WhatsApp integration - Team-based routing - Asynchronous email handling
Queue Configuration¶
18 Total Queues: - 14 queues (Phase 2A baseline) - 4 AI-specific queues (Phase 2B future)
Queue Types: - Regional queues (India, EMEA, Americas) - Function queues (Sales, Support, Billing, Tech) - Digital queues (Chat, Email) - Special queues (Supervisor, After-hours, Callback)
Design Principles¶
- Feature Parity First: Achieve UCCX feature parity before AI enhancement
- Phased Approach: Baseline migration (2A) -> AI enhancement (2B)
- Minimize Complexity: Simple DTMF menus initially
- Data Residency: Comply with regional requirements (India, UK, US)
- Operational Stability: 3 months baseline before AI features
Key Components¶
Entry Points (6)¶
| ID | Name | Channel | Region | Flow |
|---|---|---|---|---|
| EP-01 | India_Main_Voice_EP | Telephony | India | India_MainMenu_Flow_v1 |
| EP-02 | India_Sales_Direct_EP | Telephony | India | India_Sales_Direct_Flow_v1 |
| EP-03 | EMEA_Main_Voice_EP | Telephony | EMEA | EMEA_MainMenu_Flow_v1 |
| EP-04 | Americas_Main_Voice_EP | Telephony | Americas | Americas_MainMenu_Flow_v1 |
| EP-05 | Global_Chat_EP | Chat | Global | Digital_Chat_Flow_v1 |
| EP-06 | Global_Email_EP | Global | Digital_Email_Flow_v1 |
Teams (8)¶
| Team | Site | Agents | Skills | Channels |
|---|---|---|---|---|
| Sales-IN | Mumbai, Chennai | 45 | Sales, English, Hindi | Voice |
| Sales-EMEA | London | 15 | Sales, English | Voice |
| Sales-US | New Jersey | 10 | Sales, English | Voice |
| Support | Mumbai, Chennai, London, NJ | 60 | Support, Tier1, Tier2 | Voice |
| Billing | Mumbai | 15 | Billing, Finance | Voice |
| TechSupport | Mumbai | 15 | Technical, Advanced | Voice |
| Digital | Mumbai, Chennai | 25 | Chat, Email, Digital | Digital |
| Supervisors | All sites | 10 | Supervisor, AllQueues | All |
Data Residency¶
Regional Deployment¶
| Region | WxCC Data Center | Sites | Agents | Compliance |
|---|---|---|---|---|
| APAC | Mumbai + Chennai DCs | Mumbai, Chennai | 150 | India data residency |
| UK | London | London | 15 | UK GDPR |
| US | US East | New Jersey | 10 | SOC 2 Type II |
Compliance Requirements¶
- India: Data stored in India region (Mumbai + Chennai DCs)
- UK: GDPR compliance, UK calling region
- Americas: SOC 2 Type II, US data center
Next Steps¶
- Review Queues & Teams for detailed configuration
- Review Flow Migration for UCCX to Flow Builder mapping
- Proceed to Implementation for deployment