AWS prescriptive-guidance documentation change
Summary
Updated navigation links, image paths, and fixed apostrophe formatting in text. Added new image location for RASCI matrix example and adjusted surrounding formatting.
Security assessment
Changes involve documentation formatting, image path updates, and typo fixes (apostrophe normalization). No security vulnerabilities, security features, or security-related content modifications are present. Changes are purely editorial and navigational.
Diff
diff --git a/prescriptive-guidance/latest/strategy-migration-connect/operational.md b/prescriptive-guidance/latest/strategy-migration-connect/operational.md index ff597e923..d986414a9 100644 --- a//prescriptive-guidance/latest/strategy-migration-connect/operational.md +++ b//prescriptive-guidance/latest/strategy-migration-connect/operational.md @@ -5 +5 @@ -[Documentation](/index.html)[AWS Prescriptive Guidance](https://aws.amazon.com/prescriptive-guidance/)[Strategies for migrating your contact center to Connect Customer](welcome.html) +[Documentation](/index.html)[AWS Prescriptive Guidance](https://aws.amazon.com/prescriptive-guidance/)[Strategies for migrating your contact center to Connect Customer](introduction.html) @@ -17 +17 @@ The operational workstream consists of five phases: project governance, alignmen - + @@ -42 +42 @@ Key actions during this activity include: -The activities in this phase define _who_ will use the contact center solution and _how_ the solution will be managed. The operating model is not a procedural document, a runbook, or a configuration file. For example, it shouldn’t explain how to pull logs and attach them to a support ticket, or provide screenshots of this procedure. Instead, it should identify who should pull the logs and which queue or vendor they should be sent to. +The activities in this phase define _who_ will use the contact center solution and _how_ the solution will be managed. The operating model is not a procedural document, a runbook, or a configuration file. For example, it shouldn't explain how to pull logs and attach them to a support ticket, or provide screenshots of this procedure. Instead, it should identify who should pull the logs and which queue or vendor they should be sent to. @@ -48 +47,0 @@ The operating model definition should include: - @@ -50 +49,5 @@ The operating model definition should include: - * Process flow swimlanes that define the end-to-end activities and who is responsible for each activity. For example, there should be a process flow for engaging out-of-hours support so it's clear who gets paged, what happens if they can’t be reached, who logs the support ticket, and how the business criticality is judged. Another example is the emergency queuing message. The process flow should show who decides that it needs to be initiated, and what data they should use to make that decision. + + + + + * Process flow swimlanes that define the end-to-end activities and who is responsible for each activity. For example, there should be a process flow for engaging out-of-hours support so it's clear who gets paged, what happens if they can't be reached, who logs the support ticket, and how the business criticality is judged. Another example is the emergency queuing message. The process flow should show who decides that it needs to be initiated, and what data they should use to make that decision. @@ -65 +68 @@ SI activities implement the changes defined in the operating model. Think of the -The SI team is often a dedicated team in your organization, and works independently from the project team. The project must pass the SI team’s criteria and checklists before it receives approval to go live. For example, checklists include user acceptance testing (UAT) results and confirmation that a clashing event (such as a change freeze or another scheduled go-live event) isn’t taking place on the same day that the project goes live, that users have the necessary training, and that operations teams are ready to proceed. +The SI team is often a dedicated team in your organization, and works independently from the project team. The project must pass the SI team's criteria and checklists before it receives approval to go live. For example, checklists include user acceptance testing (UAT) results and confirmation that a clashing event (such as a change freeze or, another scheduled go-live event) isn't taking place on the same day that the project goes live, that users have the necessary training, and that operations teams are ready to proceed. @@ -71 +74 @@ Do not leave SI activities to the end of the project. Engage the SI team early i -Creating training materials and conducting well-attended training sessions are vital to successful migrations. Technology can work perfectly, but if users don’t know how to answer calls and perform their daily tasks, the migration will be considered a failure. +Creating training materials and conducting well-attended training sessions are vital to successful migrations. Technology can work perfectly, but if users don't know how to answer calls and perform their daily tasks, the migration will be considered a failure. @@ -75 +78 @@ Training activities might include direct user training, training the trainers, t -We recommend a _train the trainer_ approach that involves your organization's in-house training staff. Your staff knows your organization’s culture, and the training format and techniques that best suit your users. Project team members can take on subject matter expert (SME) roles to provide technical materials (such as user manuals, administrator console manuals, and screen guides) that can be used as source material for the train the trainer sessions. If your organization doesn’t have a training team, project SMEs should train supervisors and lead support staff, who can then train the users of the contact center. +We recommend a _train the trainer_ approach that involves your organization's in-house training staff. Your staff knows your organization's culture, and the training format and techniques that best suit your users. Project team members can take on subject matter expert (SME) roles to provide technical materials (such as user manuals, administrator console manuals, and screen guides) that can be used as source material for the train the trainer sessions. If your organization doesn't have a training team, project SMEs should train supervisors and lead support staff, who can then train the users of the contact center.