KPIs are an essential part of cloud migration services. Contact centres and cloud providers need to operationalise and measure the quality of the end-user experience (employee workflow), security (to protect data) and infrastructure (to support their operations). Having the right KPIs helps all parties monitor the migration process to see which areas are doing well and which are struggling.
Setting up KPIs for cloud migration services is the best way to measure the progress of cloud adoption. KPIs operationalise different concepts that are otherwise hard to measure, such as comparing pre-migration employee performance to post-migration performance or monitoring peak server utilisation levels. With the right KPIs, cloud providers can monitor progress and troubleshoot problems before they become too severe to determine the success or failure of the cloud platform.
Furthermore, contact centres have an overview of the current status of a project, so they know which areas are progressing well and which areas are ailing. However, KPIs can do more than just measure project progress. They are a great way of convincing upper management on the importance of cloud adoption. Some executives are still apprehensive about the cloud and dislike the time and money taken to migrate to the cloud. KPIs provide a rich body of evidence that will convince executives on the benefits of a cloud-based platform.
KPIs for cloud migration services come in different categories: Security, end-user experience, performance and response.
Indicators of compromise (IOCs) – IOCs are red flags indicating unusual activity because of a malicious attack on the network. Security analysts should constantly monitor IOCs to keep data safe. There are many examples of IOC including geographical irregularities and unusual outbound network traffic.
Network I/O – Network input/output allows security analysts to monitor traffic on the network from all monitored terminals. Security analysts can uproot problems like unauthorised access using this KPI.
User audits – This measures how many users can access the server and what resources they accessed during their session.
Data exposures – This reveals weaknesses and inadequacies in data protection measures.
S3 accessibility – Maintaining tight control over S3 accessibility is key to protecting data integrity.
However, if the contact centre is working with a third-party cloud provider, then S3 accessibility will have to change.
CPU utilisation operationalises the processing power an application uses. If CPU usage nears 100%, this is due to an inefficient system or a bug in the application. Memory utilisation measures how much memory an application uses. The CPU usage is usually a percentage, but can also be presented as Resident Set Size (RSS).
Response times – Measures the time taken to receive and complete an end user’s request. Response times are ideal for measuring speed and performance. The two most common measurements for response times are Average Response Time (ART) and Peak Response Time (PRT).
Uptime is a metric that measures the time the cloud-based contact centre solution is accessible to end-users and is expressed as a percentage.
Latency – This measures the delay between the end user’s request and the response from the application.
Customer satisfaction scores (CSAT) – Customer satisfaction measures user experience, given that it shows how migrating to the cloud changes a customer service agent’s workflow. It is an excellent metric to measure the overall sentiment towards the new cloud-based solution, what problems were solved and new ones created.
Error rates – This shows the frequency of HTTP status code errors, it is expressed as a percentage.
Error types – Errors are measured by a series of different metrics, like Thrown exceptions, Logged exceptions and HTTP error percentage.
Cloud migration services are challenging to execute because there are so many variables to consider. Whether it is refactoring, re-platforming or re-hosting, contact centres have an immense task on their hands. Hence, they need to work with a third-party partner that specialises in cloud migration services.
The third-party partner can oversee the migration process, monitor progress, identify and fix weak points before they become serious issues. Organisations experienced in cloud migration can make the process much smoother, leading to efficiency gains and cost savings.