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

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.