US-20260127136-A1 - SYSTEM AND METHOD FOR PRIORITIZING MIGRATION SEQUENCE OF DATA FILES OF AN APPLICATION FROM A SOURCE-STORAGE IN A SOURCE-SYSTEM TO A TARGET-STORAGE IN A TARGET-SYSTEM IN A CONTACT CENTER

US20260127136A1US 20260127136 A1US20260127136 A1US 20260127136A1US-20260127136-A1

Abstract

A computerized-method for prioritizing migration sequence of data files of an application from a source-storage in a source-system to a target-storage in a target-system in a contact center. The computerized-method includes a) for each data file with customers interactions data in the source-storage that has been marked for migration: (i) retrieving metadata of the file; (ii) retrieving agents details; (iii) identifying attributes related to customers interactions operations in the metadata of the file; (iv) receiving a configuration of weights and rules files. The configuration of weights and rules files includes attribute-type associated to each attribute, (v) normalizing value of each attribute based on a preconfigured formula that is related to the associated attribute-type; and (vi) operating a file-priority-score module to score priority of the file based on the normalized value of each attribute in the attributes; and b) migrating files to the target-storage based on their score of priority.

Inventors

Rohan BHATTACHARYA
Nishu BANSAL
Aritra Dasgupta

Assignees

NICE LTD.

Dates

Publication Date: 20260507
Application Date: 20241107

Claims (12)

1 . A computerized-method for prioritizing migration sequence of data files of an application from a source-storage in a source-system to a target-storage in a target-system in a contact center, said computerized-method comprising: a) for each data file with customers interactions data in the source-storage that has been marked for migration: (i) retrieving metadata of the file and storing the metadata in a metadata-database; (ii) retrieving agents details from an agents-database; (iii) identifying one or more attributes related to customers interactions operations in the stored metadata of the file and agents' details; (iv) receiving a configuration of weights and rules files, wherein said configuration of weights and rules files includes an attribute-type associated to each attribute, (v) normalizing value of each attribute in the one or more attributes based on a preconfigured formula that is related to the associated attribute-type; and (vi) operating a file-priority-score module to score priority of the file based on the normalized value of each attribute in the one or more attributes; and b) migrating files to the target-storage in the target-system based on their score of priority.
2 . The computerized-method of claim 1 , wherein said attributes related to customers interactions operations include at least one of: (i) file type; (ii) file size; (iii) interaction duration; (iv) file age; (v) period since last accessed; (vi) access frequency; (vii) agent; and (viii) team, and wherein said agents details include for each agent at least one of: (i) agent team priority; and (ii) agent proficiency level.
3 . The computerized-method of claim 2 , wherein the data migration is to a cloud storage and the contact center is a cloud-based contact center, said attributes related to customers interactions operations further include tenant tier and tenant size.
4 . The computerized-method of claim 3 , wherein said computerized-method further comprising: retrieving tenant tier and tenant size from a tenant-metadata database.
5 . The computerized-method of claim 1 , wherein the attribute-type is one of: (i) maximization-attribute; and (ii) minimization-attribute.
6 . The computerized-method of claim 1 , wherein the files in the source-storage with customers interactions data that has been marked for migration are files that have been generated during a preconfigured period.
7 . The computerized-method of claim 1 , wherein said configuration of weights and rules files further includes a weight associated to each attribute in the one or more attributes, and wherein said file-priority-score module comprising: (i) calculating a weighted product of each normalized value of the attribute in the one or more attributes based on the associated weight; and (ii) calculating a sum of weighted products of the one or more attributes to yield a score to the file.
8 . The computerized-method of claim 7 , wherein said attribute-type and weight associated to each attribute in the configuration of weights and rules files determines a level of significance and usage criticality of the file during customers interactions operations.
9 . The computerized-method of claim 1 , wherein said computerized-method further comprising operating the application via the target-system after a preconfigured number of data files from all data files in the source-storage have been migrated to the target-storage.
10 . The computerized-method of claim 9 , wherein said computerized-method further comprising checking operation of the application with the preconfigured number of files that have been migrated to the target-storage, wherein said checking comprising: (i) operating the application for a preconfigured subset of customers; (ii) testing the application by operating at least one of: a. data integrity tests; and one or more recommended tests; (iii) determining a failure migration of the preconfigured number of files that have been migrated to the target-storage when the data integrity tests have failed and when the data integrity tests were successful, and the one or more recommended tests have failed; and (iv) determining a successful migration of the preconfigured number of files that have been migrated to the target-storage when the data integrity tests, and one of the one or more recommended tests have been successful.
11 . The computerized-method of claim 10 , wherein said one or more recommended tests comprising: a. core functionality tests; b. performance testing; and c. user experience testing.
12 . The computerized-method of claim 10 , wherein when determining the failure migration, the computerized-method further comprising: stopping the migrating files to the target-storage in the target-system based on their score of priority and operating corrective actions.

Description

COPYRIGHT NOTICE A portion of the disclosure of this patent document contains material which is subject to copyright protection. The copyright owner has no objection to the facsimile reproduction by anyone of the patent document or the patent disclosure, as it appears in the Patent and Trademark Office patent file or records, but otherwise reserves all copyright rights whatsoever. TECHNICAL FIELD The present disclosure relates to the field of prioritizing migration sequence of data files of an application from a source-storage in a source-system to a target-storage in a target-system in a contact center. BACKGROUND Data migration includes moving data, applications or other business elements to another environment. For example, cloud computing environment. The purpose of the data migration may be reducing costs associated with storage and IT equipment, expanding and scaling storage capacity, improving application performance and user experience, centralizing and simplifying data management and meeting new compliance or security requirements. Some challenges related to data migration may be ensuring data integrity and security during the transfer, minimizing downtime and disruption to business operations, handling large volumes of data efficiently and combining on-premises infrastructure with public cloud resources. As contact centers implement cloud services and migrate data of applications the to a computing environment, 33% of organizations see migration time as their biggest concern, with projects often exceeding budgets and timelines. A 2019 survey by Ovum found that data migration is a major challenge for organizations when shifting to cloud-based contact centers. Data migration requires data retrieval from the source system and then transforming the data by cleaning, formatting and converting it. Then, the transformed data is loaded into the target system. Transitioning data from one source to another is not an easy task for businesses that daily collect big volumes of structured and unstructured data. According to Oracle, more than 80% of data migration projects fail to meet deadlines or stick to the budget. One of the top four reasons for this happening is that companies neglect data migration challenges and cannot handle the damage these risks bring to their projects. The biggest challenges for migration are in the amount of time it takes for the migration based on the amount of data and the connection bandwidth, allowing for continuing operations during migration, and migration of various data types generated in contact center interactions and files. Outdated technology may create poor customer experiences. Contact centers implement technologies to ensure business continuity, build resilience, save costs, and gain new efficiencies. The top barriers to cloud migration were centered on existing on-premises contact center investments and security concerns, as well as a resistance to change. A survey found that 31% of consumers have switched brands because a company was lying about product performance (YouGov). 61% of customers say that they would switch to a competitor after only one bad experience. In the case of more than one bad experience, this increases to 80%. When one the oldest and largest U.S. financial institutions faced regulatory penalties because of its end-of-support infrastructure and application, migrating its contact center to the cloud helped it regain regulatory compliance while improving interactive voice response (IVR) containment and reducing associate training time. Many times, when switching to a new system the mission-critical data is missing to manage multichannel customer interaction from both customer and agent perspective. Losing business functionalities is often a significant data migration challenge. Company employees and customers may quickly become frustrated by slow-to-respond programs. In addition, data migration solutions that don't involve business users in every step often result in application errors and inefficiencies. Accordingly, there is a need for a technical solution to smoothly switch to the new system without breaking or disrupting processes and services that have been working well enough for many years and even decades. Mission Critical data missing leads to frustrating employees during the transition phase. They get frustrated as they can't solve customers' problems. According to survey by Frost & Sullivan group, 48% of organizations face this, due to unworkable customer journeys or data which leads to reputational impact, and loss of revenue. Businesses struggle with limited control and 72% lack awareness of their data, hindering targeted migration and hindering future adaptability. Uncertainty may stagnate a cloud contact center migration strategy. There is a need for system and method that will prioritize the data migration sequence based on usage criticality and business importance using historical and real-time data analytics and makes an informed