ACME Transport Migration

ACME-TRANSPORT-MIGRATION-2026-001 · ACME Transport

Inbound samples (TO Nexus)

Role-specific intake examples stakeholders send to Nexus. Generated live from the project record; not outbound drafts.

Tech lead intake (T-01)

# Sample inbound email TO Nexus (T-01, Path B)

**Manual prototype only.** Do not send to a live mailbox.

**Direction:** Sample email **TO** Nexus (`nexus@nexus-genesys.com`). This is **not** sent by Nexus.

**Template:** T-01 from `email-templates/nexus-email-templates.md`

**Initiation path:** Path B - Delivery Manager triggers first
---

**From:** unknown@example.com
**To:** nexus@nexus-genesys.com
**Subject:** NEW PROJECT -- ACME Transport Migration | SOW intake for project record

---

Please see the attached SOW and supporting delivery materials for this new project intake.

Project: ACME Transport Migration
Customer: ACME Transport
Delivery Manager: Charly Yi
Technical Lead: Charly Yi <charly.yi@genesys.com>

Please confirm receipt and begin the Nexus project setup process.

Thank you,
Charly Yi
Delivery Manager

---

## Facilitator notes

- Subject line matches the standard intake pattern for Project Intake Agent samples.
- Path B: no T-04 DM assignment email later; DM already on record.
- Tracking starts at **Gate 0** (D-P1-12).
- SOW and gate details live on the project record and in Project Intake Agent / Overview.

**Expected next artifacts:** T-02 acknowledgment to initiator; project record creation; T-03 to tech lead.

Delivery manager intake

# Sample inbound email TO Nexus (Delivery Manager)

**Manual prototype only.** Do not send to a live mailbox.

**Direction:** Sample email **TO** Nexus (`nexus@nexus-genesys.com`). This is **not** sent by Nexus.

**Template:** T-01 variant (Delivery Manager initiator) from `email-templates/nexus-email-templates.md`

---

**From:** unknown@example.com
**To:** nexus@nexus-genesys.com
**Subject:** NEW PROJECT -- ACME Transport Migration | SOW intake for project record

---

Please see the attached SOW and supporting delivery materials for this new project intake.

Project: ACME Transport Migration
Customer: ACME Transport
Delivery Manager: Charly Yi
Technical Lead: Charly Yi <charly.yi@genesys.com>

Please confirm receipt and begin the Nexus project setup process.

Thank you,
Charly Yi
Delivery Manager

---

## Facilitator notes

- This sample is always from the **Delivery Manager**, even when the project record uses Path B.
- Compare with [inbound_manager_project_intake_email.md](./inbound_manager_project_intake_email.md) for Path A manager voice.
- SOW and gate details live on the project record and in Project Intake Agent / Overview.

Manager intake

# Sample inbound email TO Nexus (Manager)

**Manual prototype only.** Do not send to a live mailbox.

**Direction:** Sample email **TO** Nexus (`nexus@nexus-genesys.com`). This is **not** sent by Nexus.

**Template:** T-01 variant (Manager initiator, Path A style) from `email-templates/nexus-email-templates.md`

---

**From:** manager@example.com
**To:** nexus@nexus-genesys.com
**Subject:** NEW PROJECT -- ACME Transport Migration | SOW intake for project record

---

Please see the attached SOW and supporting delivery materials for this new project intake.

Project: ACME Transport Migration
Customer: ACME Transport
Delivery Manager: Charly Yi
Technical Lead: Charly Yi <charly.yi@genesys.com>

Please confirm receipt and begin the Nexus project setup process.

Thank you,
Manager
Manager

---

## Facilitator notes

- This sample is always from the **Manager** (Path A style), even when the project record uses Path B.
- If delivery manager is not on the record, Nexus would request DM details in T-02 (see acknowledgment draft).
- SOW and gate details live on the project record and in Project Intake Agent / Overview.

Consultant delivery update

# Sample inbound email TO Nexus (Consultant delivery update)

**Manual prototype only.** Do not send to a live mailbox.

**Direction:** Sample email **TO** Nexus (`nexus@nexus-genesys.com`). This is **not** sent by Nexus.

**Template:** Ad-hoc consultant delivery update (Agent Workflow Demo)

---

**From:** charly.yi@genesys.com
**To:** nexus@nexus-genesys.com
**Subject:** ACME kickoff moved to June 25 -- delivery update

---

Hi Nexus,

Delivery update for ACME Transport Migration: the customer asked to move the formal kickoff from June 20 to June 25 due to stakeholder PTO. Discovery prep continues; please reflect the new date on the transition notes.

Charly Yi <charly.yi@genesys.com>
Consultant

---

## Facilitator notes

- Matches Agent Workflow Demo scenario `customer_reply_received`.
- Outbound acknowledgement draft: [consultant_delivery_update_reply.md](./consultant_delivery_update_reply.md).

Closure draft request

# Sample inbound email TO Nexus (Closure draft request)

**Manual prototype only.** Do not send to a live mailbox.

**Direction:** Sample email **TO** Nexus (`nexus@nexus-genesys.com`). This is **not** sent by Nexus.

**Template:** T-12 closure draft request (Agent Workflow Demo)

---

**From:** unknown@example.com
**To:** nexus@nexus-genesys.com
**Subject:** ACME Transport Migration - prepare closure report draft

---

Hi Nexus,

All Gate 5 exit criteria are confirmed on our side. Go-live completed 2026-11-12. Please prepare the leadership closure report draft for Jordan and me.

Charly Yi
Delivery Manager

---

## Facilitator notes

- Matches Agent Workflow Demo scenario `closure_completion_email_needed`.
- Outbound closure draft: [closure_report.md](./closure_report.md) (simulated end-state).
- Go-live date is informational for the simulated closure timeline; current demo record may still be in progress.

Outbound drafts (FROM Nexus)

Nexus-generated drafts for facilitators to copy into an email client. No send.

Tech-lead onboarding

Nexus · Delivery Methodology & Gated Process

Welcome to ACME Transport Migration

Your Gate 0 checklist & what to expect

Hi Charly,

My name is Nexus, and I'll be your delivery methodology and gated process partner for ACME Transport Migration. Think of me as your behind-the-scenes accountability system — I help keep the project on track, flag risks early, and make sure nothing falls through the cracks.

SOW Governance Briefing

SOW: 982714 - GC Migration and CX Transformation

Complexity: High Complexity Migration Program

Project scope

Migration from legacy platform to Genesys Cloud CX for approximately 2000 agents
Approximate 10-month duration with 6 go-live events aligned to Customer LOBs
Project Initiation including kickoff, communication plan, PM assignment, and Technical Lead capped at 340 hours
Discovery & Design: up to 20 sessions (up to 4 hours each), FRS document with up to 2 review cycles
Genesys Cloud base configuration, infrastructure advisory, audio quality assessment, and people/workspace import (up to 2 CSV files)
Voice Services (BYOC Cloud): up to 2 sites, 5 locations, 4 trunks, 300 User DIDs
Call Routing: up to 24 schedules, 200 ancillary voice call flows, 100 queues, 100 scripts, 2 recording retention policies
Email Routing (CE16): up to 10 email addresses, 100 email queues, 100 email flows
Web Messaging Routing (CE34): up to 4 API consult sessions, 2 web message flows, 2 web message queues
Integrations and API consulting: SSO (SAML), up to 2 AppFoundry apps (Audiohook and Verint Connector for QM), up to 3 OAuths for Verint WFM, Web Service Data Actions
System Testing: Genesys QA/unit testing, smoke testing (up to 6 rounds, up to 500 concurrent test ports, up to 5 test executions), UAT executed by Customer with Genesys UAT support (up to 8 hours/day for 30 business days)
Development System configuration with one-time code replication from Prod Org to Dev Org
System Go Live: planning (up to 4 sessions), Go Live support (up to 8 hours/day for 30 business days), and up to 2 TOI/knowledge transfer sessions
Genesys Cloud DevOps Services: CX as Code QuickStart and CX as Code Consulting (up to 80 hours over four continuous weeks)
Value Realization Program with four workstreams and multiple defined deliverables
Project Closure with transition to Genesys Customer Care

Risks

Customer currently has a large number of call flows built on 5 templates to be consolidated
Only 100 flows in scope (SOW notes both 200 and 100 flow figures, creating ambiguity)
Customer currently has over 700 email flows to be consolidated
Only 100 email flows in scope
Go Live phase contains conflicting assumptions: planning references one (1) go-live event while other sections assume up to six (6) go-live events
Iterative discovery may require Project Change Requests (PCRs) with potential additional funding
FRS acceptance limited to 5 business days and 2 review cycles
Delays impact schedule
Discovery & Design exceeding two weeks after project start may delay entire project schedule
Any post-FRS design changes require Change Orders
UAT design and execution is Customer responsibility
Defects found in UAT require retesting and may affect timeline
Customer responsible for all Agent Desktop development, third-party systems costs, CI/CD pipeline, and integration development
On-site resource requests trigger additional time and travel costs via separate SOW or PCR
Version History contains inconsistent dates (v2 and v3 listed as Jan 2025 while document prepared Jan 20, 2026)
Technical Lead effort capped at 340 hours across defined activities
Customer must have certified staff for any additional self-configuration

Margin protection areas

Flow consolidation scope tightly capped (100 voice flows / 100 email flows) against much larger existing inventory (200+ call flow reference, 700+ email flows) - additional flows require Change Orders
Go-live event count ambiguity (one vs six go-live events) must be resolved as it materially affects support effort and cost
Technical Lead capped at 340 hours; monitor consumption against call flow redesign (100h), queues (40h), tech lead (200h)
UAT support and Go Live support each limited to 8 hours/day for 30 business days - overruns are out of scope
FRS limited to 2 review cycles and 5-business-day acceptance windows; enforce to protect schedule
One-time Prod-to-Dev code replication only; additional promotions require Change Order
Smoke testing capped (6 rounds, 500 concurrent ports, 5 executions) - additional testing requires separate agreement
Customer readiness dependencies: CSV user files, identity provider certs, working test data, RESTful third-party interfaces, network readiness standards
Customer-owned responsibilities (Agent Desktop dev, CI/CD pipeline, third-party integration work, back-end web services) must be delivered on time to avoid Genesys idle/rework
On-site requests not funded - contract separately to protect fixed-price margin
Discovery must complete within two weeks of start or schedule/cost impact via PCR
Special Partnership Incentive discount reduces contract value (subtotal 1,045,000 USD reduced to total 875,000 USD) - protect against scope creep given lower total

Gate 0 actions

Resolve the go-live event count contradiction (one vs six) with sales and customer before baselining delivery plan and support staffing
Reconcile call flow scope numbers (100 vs 200 references) and confirm the authoritative in-scope figure
Confirm start date and staffing lead time (2 to 6 weeks after signed SOW plus PO)
Verify Purchase Order is in place and matches milestone billing schedule (20/10/40/15/15)
Establish governance structure per Appendix B (Executive Forums, Steering Committee, Design Authority/Change Boards, SCRUMs, stand-ups)
Assign Genesys Project Manager and Technical Lead and confirm Customer PM single point of contact
Build Customer responsibility and readiness checklist (CSV files, IdP certs/config, test data, network readiness, RESTful third-party docs)
Set up Change Management (PCR) process and Definition of Done / acceptance criteria requiring VP sign-off
Validate assumptions on English-language, remote-only delivery and no custom prompts/translation
Confirm the six LOBs and phased UAT/deployment approach with the customer

Executive tech lead focus

Drive the Discovery & Design sessions (up to 20) to consolidate the large existing call flow and 700+ email flow inventories into the capped 100/100 scope
Manage the 340-hour Technical Lead budget across call flow consolidation, queue configuration, and technical lead activities
Confirm integration prerequisites early: SSO/SAML config and certs, AppFoundry apps (Audiohook, Verint QM connector), Verint WFM OAuths, and Data Action web service requirements
Plan and enforce FRS acceptance and review-cycle limits to protect the configuration start dependency
Coordinate BYOC voice provisioning (sites, locations, trunks, 300 DIDs) and SIP/carrier consulting
Prepare smoke testing plan within capped rounds/ports and align with pre-go-live readiness
Support Customer-run UAT and manage defect remediation within the 30-business-day window
Clarify CX as Code DevOps prerequisites (CI/CD pipeline ownership, code repo proficiency) with the customer
Align technical delivery with the Value Realization Program workstreams and KPI baselining
Track dependencies on Customer-owned Agent Desktop development and third-party integration work

Your Checklist

Fill it out right in this email, then hit Reply and send it back to me:

Type x inside the brackets to mark an item complete: [x]
Type x in the N/A field if an item does not apply: N/A: [x]
Type your explanation after Notes: if a deliverable could not be met

Core

[ ] G0-01 | Delivery Manager Assigned if applicable   N/A: [ ]   Notes: 

[ ] G0-02 | Deal Review (DAP Tab 1&2)   N/A: [ ]   Notes: 

[ ] G0-03 | Complexity Evaluation   N/A: [ ]   Notes: 

SS&AI

[ ] G0-SSAI-01 | IVR estimates provided by SS&AI Presales Architects   N/A: [ ]   Notes: 

[ ] G0-SSAI-02 | Enhanced TTS bundle sold in SO for Polly voice   N/A: [ ]   Notes: 

[ ] G0-SSAI-03 | Virtual Agent sold for alphanumeric, address, name, email address, drug names, FAQs etc.   N/A: [ ]   Notes: 

[ ] G0-SSAI-04 | SS&AI Reusable Assets Leveraged?   N/A: [ ]   Notes: 

Reporting

[ ] G0-RPT-01 | Validate customer reporting goals, collect example requirements, and success criteria   N/A: [ ]   Notes: 

[ ] G0-RPT-02 | Assess data sources: 1) Standard Reports 2) A3S, Liquid App, or App Foundry Partner 3) A3S, Liquid App, or App Foundry Partner   N/A: [ ]   Notes: 

[ ] G0-RPT-03 | Customer Data Integration: GC Lakehouse, APIs, or EventBridge   N/A: [ ]   Notes: 

[ ] G0-RPT-04 | Based on chosen data sources, ensure customer requirements can be achieved, if not, data source re-evaluation is required   N/A: [ ]   Notes: 

[ ] G0-RPT-05 | Identify gaps and opportunities between out-of-the-box reporting and collected business needs.   N/A: [ ]   Notes: 

[ ] G0-RPT-06 | Define high-level solution approach and architecture   N/A: [ ]   Notes: 

[ ] G0-RPT-07 | Estimate effort, timeline, and dependencies for SOW   N/A: [ ]   Notes: 

What to Expect From Me

Every Friday at 8am your time, I'll send you a project status email
When you submit an update mid-week, I'll confirm receipt and log your progress immediately
Gate work can run in parallel when approved by delivery leadership

Who Is Looped In

Charly Yi - unknown@example.com
-

Nexus
Delivery Methodology & Gated Process Director
nexus@nexus-genesys.com

Open on its own page →

Weekly status

Nexus · Delivery Methodology & Gated Process

Weekly Status

ACME Transport Migration · weekly update

Weekly Friday Status (Draft T-06)

Draft only. Review before sending outside Nexus.

From: nexus@nexus-genesys.com
To: charly.yi@genesys.com, unknown@example.com
Subject: Weekly Project Update -- ACME Transport Migration | Week of 2026-07-10

Hi Charly,

Here is the weekly delivery status for ACME Transport Migration.

Overall Project Status

Overall Status: On Track
Current Gate/Phase: Gate 0 - Pre-Sales and Kickoff Preparation
Start Date: 2026-08-04
Expected End Date:

Key Progress This Week

No checklist completions logged yet on active gates.

Upcoming Focus

Gate 0: start G0-01 (Delivery Manager Assigned if applicable)
Gate 0: start G0-02 (Deal Review (DAP Tab 1&2))
Gate 0: start G0-03 (Complexity Evaluation)
Gate 0: start G0-SSAI-01 (IVR estimates provided by SS&AI Presales Architects)
Gate 0: start G0-SSAI-02 (Enhanced TTS bundle sold in SO for Polly voice)

Risks or Blockers

No major blockers identified in the demo record.

Gates at a Glance

Gate 0: In progress
Gate 1: Not started
Gate 2: Not started
Gate 3: Not started
Gate 4: Not started
Gate 5: Not started

Next Update

Nexus will prepare the next weekly status draft next Friday.

Draft only. Review before sending outside Nexus. No email was sent from Nexus.

Nexus
Delivery Methodology & Gated Process Director
nexus@nexus-genesys.com

Open on its own page →

Intake acknowledgement

Nexus · Delivery Methodology & Gated Process

Intake Acknowledged

ACME Transport Migration

Nexus intake acknowledgment (Draft T-02)

Manual draft only. Do not send.

Direction: Outbound email FROM Nexus to the initiator (not an inbound sample).

Template: T-02 from `email-templates/nexus-email-templates.md`

From: nexus@nexus-genesys.com
To: unknown@example.com
Subject: Project Intake Received: ACME Transport Migration

Hi Charly,

Nexus has received the intake for ACME Transport Migration.

Project summary

Customer: ACME Transport
Tech Lead: Charly Yi <charly.yi@genesys.com>
Planned dates: 2026-08-04 to
Current focus: Gate 0 - Pre-Sales and Kickoff Preparation (In progress)

Project intake summary

Scope

Migration from legacy platform to Genesys Cloud CX for approximately 2000 agents

Additional scope

Approximate 10-month duration with 6 go-live events aligned to Customer LOBs

SOW status

Documentation received and captured in the project record

Review status

Structured SOW fields are available for review

Next steps

1. Review uploaded documentation and confirm SOW fields on the project record match the attachment extraction
2. Pre-fill the Gate 0 gated process checklist from intake and SOW context
3. Send Charly the tech lead onboarding email with the Gate 0 checklist embedded
4. Begin Friday weekly status tracking when onboarding is complete

No email has been sent outside this local Nexus demo.

Thank you,

Nexus
Delivery Methodology & Gated Process Director
nexus@nexus-genesys.com

Facilitator notes

Outbound T-02 draft; inbound samples are `inbound_*_project_intake_email.md` and `new_project_intake_email.md`.
Initiation path: Path B. Path B: Delivery Manager initiated; no separate DM assignment email (T-04) required.
Project record: ACME-TRANSPORT-MIGRATION-2026-001.
Roster at intake:

| Role | Name | Email |
| --- | --- | --- |
| Tech Lead | Charly Yi <charly.yi@genesys.com> | charly.yi@genesys.com |
| Delivery Manager | Charly Yi | unknown@example.com |
| Manager | To Be Defined | To Be Defined |

Documentation received (not shown in email body): SOW reference (simulated attachment)
Attachments on record: ACME_financial_SOW_Document.pdf
Detailed SOW extraction stays in Project Intake Agent and Overview.

Open on its own page →

Full project checklist

Nexus · Delivery Methodology & Gated Process

Full Project Checklist

ACME Transport Migration

# Full Project Checklist (Tech Lead View)

**Project:** ACME Transport Migration (ACME-TRANSPORT-MIGRATION-2026-001)
**Tech Lead:** Charly Yi <charly.yi@genesys.com>
**Active Gate:** Gate 0: Pre-Sales and Kickoff Preparation

Gate target dates are informational. Overdue escalations use item due dates only.

---

## Gate 0 - Pre-Sales and Kickoff Preparation
Gate status: Not started
Target completion (informational): 2026-08-04

| Item ID | Section | Task | Status | N/A | Due Date | Completion Date | Notes | Review |
| --- | --- | --- | --- | --- | --- | --- | --- | --- |
| G0-01 | Core | Delivery Manager Assigned if applicable | Not started |  |  |  |  | OK |
| G0-02 | Core | Deal Review (DAP Tab 1&2) | Not started |  |  |  |  | OK |
| G0-03 | Core | Complexity Evaluation | Not started |  |  |  |  | OK |
| G0-SSAI-01 | SS&AI | IVR estimates provided by SS&AI Presales Architects | Not started |  |  |  |  | OK |
| G0-SSAI-02 | SS&AI | Enhanced TTS bundle sold in SO for Polly voice | Not started |  |  |  |  | OK |
| G0-SSAI-03 | SS&AI | Virtual Agent sold for alphanumeric, address, name, email address, drug names, FAQs etc. | Not started |  |  |  |  | OK |
| G0-SSAI-04 | SS&AI | SS&AI Reusable Assets Leveraged? | Not started |  |  |  |  | OK |
| G0-RPT-01 | Reporting | Validate customer reporting goals, collect example requirements, and success criteria | Not started |  |  |  |  | OK |
| G0-RPT-02 | Reporting | Assess data sources: 1) Standard Reports 2) A3S, Liquid App, or App Foundry Partner 3) A3S, Liquid App, or App Foundry Partner | Not started |  |  |  |  | OK |
| G0-RPT-03 | Reporting | Customer Data Integration: GC Lakehouse, APIs, or EventBridge | Not started |  |  |  |  | OK |
| G0-RPT-04 | Reporting | Based on chosen data sources, ensure customer requirements can be achieved, if not, data source re-evaluation is required | Not started |  |  |  |  | OK |
| G0-RPT-05 | Reporting | Identify gaps and opportunities between out-of-the-box reporting and collected business needs. | Not started |  |  |  |  | OK |
| G0-RPT-06 | Reporting | Define high-level solution approach and architecture | Not started |  |  |  |  | OK |
| G0-RPT-07 | Reporting | Estimate effort, timeline, and dependencies for SOW | Not started |  |  |  |  | OK |

## Gate 1 - Transition and Kickoff Preparation
Gate status: Not started
Target completion (informational): 2026-08-04

*(includes checklist JSON template; gate not fully activated on record)*

| Item ID | Section | Task | Status | N/A | Due Date | Completion Date | Notes | Review |
| --- | --- | --- | --- | --- | --- | --- | --- | --- |
| G1-01 | Core | Pre-Sales to Delivery transition; review Pre-DAP | Not started |  |  |  |  | OK |
| G1-02 | Core | SoW Review | Not started |  |  |  |  | OK |
| G1-03 | Core | Set up Design Review Sessions with SS&AI, WFM, Reporting teams | Not started |  |  |  |  | OK |
| G1-04 | Core | SO Review | Not started |  |  |  |  | OK |
| G1-05 | Core | Define/Plan Train-the-Trainer, Knowledge Transfer | Not started |  |  |  |  | OK |
| G1-06 | Core | Verify Org is spun-up | Not started |  |  |  |  | OK |
| G1-07 | Core | Pre-Mortem Exercise [WIP] | Not started |  |  |  |  | OK |
| G1-08 | Core | Discovery Agenda and Questions | Not started |  |  |  |  | OK |
| G1-09 | Core | Internal agreement on Technical Documentation; Prepped and groomed FRS | Not started |  |  |  |  | OK |
| G1-SSAI-01 | SS&AI | Review SS&AI Estimates | Not started |  |  |  |  | OK |
| G1-SSAI-02 | SS&AI | Align on SS&AI scope, NA/COE resource split, ramp date and timeline commitments, if any | Not started |  |  |  |  | OK |
| G1-SSAI-03 | SS&AI | Create staffing plan or collaborate with SS&AI Delivery Manager, if assigned to create a staffing plan | Not started |  |  |  |  | OK |
| G1-SSAI-04 | SS&AI | Allocate SS&AI Designer and SS&AI Dev Lead | Not started |  |  |  |  | OK |
| G1-SSAI-05 | SS&AI | Check if customer has enhanced TTS bundle for Polly voice. Otherwise, set customer expectations on enhanced TTS cost in inbound flows | Not started |  |  |  |  | OK |
| G1-SSAI-06 | SS&AI | Set customer responsibilities on multi lingual translations | Not started |  |  |  |  | OK |
| G1-SSAI-07 | SS&AI | Share call flows, intent guide and API documentation from presales with the allocated SMEs | Not started |  |  |  |  | OK |
| G1-SSAI-08 | SS&AI | Identify customer POCs for design reviews and approvals, API specs & development | Not started |  |  |  |  | OK |
| G1-SSAI-09 | SS&AI | If third party bot platforms such as Dialog Flow is in scope, ask customer to provide access to the Google Cloud project. Will they use our bot connector? Is Virtual Agent involved? | Not started |  |  |  |  | OK |
| G1-SSAI-10 | SS&AI | If virtual agents, discuss use cases that Sales proposed to customer and PCI compliance | Not started |  |  |  |  | OK |
| G1-RPT-01 | Reporting | Conduct internal handoff from sales to delivery team (scope, assumptions). | Not started |  |  |  |  | OK |
| G1-RPT-02 | Reporting | Confirm stakeholders, roles, and communication cadence | Not started |  |  |  |  | OK |
| G1-RPT-03 | Reporting | Review scope, timeline, and deliverables with the customer | Not started |  |  |  |  | OK |
| G1-RPT-04 | Reporting | Validate access, permissions, and environments (Customer access needs, FedRamp, Partner Access, BI tools required) | Not started |  |  |  |  | OK |
| G1-RPT-05 | Reporting | Finalize project plan and milestones | Not started |  |  |  |  | OK |

## Gate 2 - Discovery and Design
Gate status: Not started
Target completion (informational): 2026-08-04

*(includes checklist JSON template; gate not fully activated on record)*

| Item ID | Section | Task | Status | N/A | Due Date | Completion Date | Notes | Review |
| --- | --- | --- | --- | --- | --- | --- | --- | --- |
| G2-00 | Core | What is existing and project success criteria for Recognition and Containment for NLU | Not started |  |  |  |  | OK |
| G2-01 | Core | Continue Design Review Sessions with SS&AI, WFM, Reporting teams | Not started |  |  |  |  | OK |
| G2-02 | Core | Gain Access to Customer ORG via AuthOrgs | Not started |  |  |  |  | OK |
| G2-03 | Core | Review Routing design with WFM Resrouce to ensure WFM would not be impacted by design. | Not started |  |  |  |  | OK |
| G2-04 | Core | Customer API Review | Not started |  |  |  |  | OK |
| G2-05 | Core | Review the customer's API and see if they meet best practices. API that do not meet our requirements can be handled two ways. | Not started |  |  |  |  | OK |
| G2-05a | Core | Consult with the customer to update their API to follow best practices to be more efficient with Genesys Cloud. | Not started |  |  |  |  | OK |
| G2-05b | Core | Review the API and see if a PCR is required to make the existing API work with Genesys Cloud or verify the extra effort is included in the SOW. | Not started |  |  |  |  | OK |
| G2-06 | Core | The API best practices can be found under the following LINK | Not started |  |  |  |  | OK |
| G2-07 | Core | Complete API Questionnaire | Not started |  |  |  |  | OK |
| G2-08 | Core | Decision regarding ORF, CE43, or custom routing build | Not started |  |  |  |  | OK |
| G2-09 | Core | Network Advisory | Not started |  |  |  |  | OK |
| G2-10 | Core | Conduct the Network Advisory session | Not started |  |  |  |  | OK |
| G2-11 | Core | If purchased, conduct the Audio Quality Assessment (AQA) | Not started |  |  |  |  | OK |
| G2-12 | Core | Is the customer using WebRTC phones? If yes, have they run a WebRTC diagnostic from each location? | Not started |  |  |  |  | OK |
| G2-13 | Core | Populated FRS | Not started |  |  |  |  | OK |
| G2-14 | Core | Ensure naming conventions are standardised. Note: See the Naming Standardization tab in the current FRS for more detail. | Not started |  |  |  |  | OK |
| G2-15 | Core | Call Flow Documented in Whiteboard/Lucid/Visio? | Not started |  |  |  |  | OK |
| G2-16 | Core | Architect: Error Handling. What action to take when a flow error occurs. Disconnect, Transfer to queue, Jump to menu, or Jump to Task. | Not started |  |  |  |  | OK |
| G2-17 | Core | BYOC SIP Trunk Questionnaire | Not started |  |  |  |  | OK |
| G2-18 | Core | HIPPA/PCI Customer Acknowledgement | Not started |  |  |  |  | OK |
| G2-19 | Core | Complete Discovery Workshop Questionnaires | Not started |  |  |  |  | OK |
| G2-20 | Core | Review SS&AI Section if SS&A Team is engaged on the project | Not started |  |  |  |  | OK |
| G2-21 | Core | Complete Call Flow design and associated Data Table designs. See the FRS for design documentation. | Not started |  |  |  |  | OK |
| G2-22 | Core | 911 / E-911 (GCloud Voice, BYOC, AppFoundry (Intradeo, etc)) | Not started |  |  |  |  | OK |
| G2-23 | Core | Check if any locations are in India or other regions with Legal requirements | Not started |  |  |  |  | OK |
| G2-SSAI-01 | SS&AI | Polly voice selection - share demo link | Not started |  |  |  |  | OK |
| G2-SSAI-02 | SS&AI | What is existing and project success criteria for Recognition and Containment for NLU | Not started |  |  |  |  | OK |
| G2-SSAI-03 | SS&AI | Review presales artifacts - call flows, intent guide, API specs, etc. and confirm with the customer if they are up to date. If missing, request customer to provide these documents. | Not started |  |  |  |  | OK |
| G2-SSAI-04 | SS&AI | Check for use cases such as alphanumeric, address, name capture etc. that require Virtual Agents (AI powered slots) | Not started |  |  |  |  | OK |
| G2-SSAI-05 | SS&AI | Leverage SS&AI resuable assets wherever possible | Not started |  |  |  |  | OK |
| G2-SSAI-06 | SS&AI | Schedule design workshops and set regular cadence to accomplish target design completion milestone | Not started |  |  |  |  | OK |
| G2-SSAI-07 | SS&AI | Fill out API tracking sheet and use it to drive API status, target dates etc. | Not started |  |  |  |  | OK |
| G2-SSAI-08 | SS&AI | SS&AI Dev Lead to draft TDS for each Whiteboard | Not started |  |  |  |  | OK |
| G2-SSAI-09 | SS&AI | Architect: Error Handling. What action to take when a flow error occurs. Disconnect, Transfer to queue, Jump to menu, or Jump to Task. | Not started |  |  |  |  | OK |
| G2-SSAI-10 | SS&AI | Design Checkpoint between Core and SS&AI. (SS&AI Designer, SS&AI Dev Lead, Core Tech Lead) to discuss participant data passed for self-service & routing. Core Tech lead to ensure all intents are mapped to queues. | Not started |  |  |  |  | OK |
| G2-SSAI-11 | SS&AI | Update Whiteboard and/or TDS with Milestones, Outcomes,  & Participant Data. SS&AI Dev lead to coordinate with Core Tech Lead to ensure that the org limit is not exceeded. | Not started |  |  |  |  | OK |
| G2-SSAI-12 | SS&AI | Adhere to SS&AI reporting standards and review them with customer. | Not started |  |  |  |  | OK |
| G2-SSAI-13 | SS&AI | If customer is migrating from Nuance - solution gaps such as custom grammar, if necessary confirmation for slots, randomized prompts, etc. | Not started |  |  |  |  | OK |
| G2-SSAI-14 | SS&AI | If Visual IVR is in scope, collaborate with Digital SME on the list of attributes returned from the form | Not started |  |  |  |  | OK |
| G2-SSAI-15 | SS&AI | If third party bot platforms such as Dialog Flow is in scope, work with customer to configure bot connector from AppFoundry | Not started |  |  |  |  | OK |
| G2-SSAI-16 | SS&AI | Discuss and document PII, PHI or PCI handling in secure flows | Not started |  |  |  |  | OK |
| G2-SSAI-17 | SS&AI | Collaborate with Architect on API and TTS rate limit sizing | Not started |  |  |  |  | OK |
| G2-SSAI-18 | SS&AI | Add transitional prompts between back-to-back API calls. | Not started |  |  |  |  | OK |
| G2-SSAI-19 | SS&AI | Seek design sign-off on Whiteboards & TDS and archive email approvals | Not started |  |  |  |  | OK |
| G2-SSAI-20 | SS&AI | Schedule design walkthrough with developers upon design sign-off | Not started |  |  |  |  | OK |
| G2-SSAI-21 | SS&AI | Considerations for bots and virtual agents usage & cost for a single call | Not started |  |  |  |  | OK |
| G2-RPT-01 | Reporting | Gather detailed reporting requirements, use cases, and customer provided examples | Not started |  |  |  |  | OK |
| G2-RPT-02 | Reporting | Customer data source build, provide hands on access guidance, BYO kick-off assets, and knowledge transfers to get started. | Not started |  |  |  |  | OK |
| G2-RPT-03 | Reporting | Ensure the proper Participant Attributes (CCA's), External Tags, Milestones, and Outcomes are documented to support requirements | Not started |  |  |  |  | OK |
| G2-RPT-04 | Reporting | Define KPIs, metrics definitions, and data sources | Not started |  |  |  |  | OK |
| G2-RPT-05 | Reporting | Review data availability, retention, and freshness expectations | Not started |  |  |  |  | OK |
| G2-RPT-06 | Reporting | Discuss reporting architecture, data model, joins required | Not started |  |  |  |  | OK |
| G2-RPT-07 | Reporting | Produce design artifacts (data dictionary, report mockups, data model) | Not started |  |  |  |  | OK |

## Gate 3 - Build and Configuration
Gate status: Not started
Target completion (informational): 2026-08-04

*(includes checklist JSON template; gate not fully activated on record)*

| Item ID | Section | Task | Status | N/A | Due Date | Completion Date | Notes | Review |
| --- | --- | --- | --- | --- | --- | --- | --- | --- |
| G3-01 | Core | Continue Design Review Sessions with SS&AI, WFM, Reporting teams | Not started |  |  |  |  | OK |
| G3-02 | Core | Completed FRS approved by customer | Not started |  |  |  |  | OK |
| G3-03 | Core | Completed flow designs approved by customer | Not started |  |  |  |  | OK |
| G3-04 | Core | Conduct Status updates with PM | Not started |  |  |  |  | OK |
| G3-05 | Core | Test Data is provided by the customer for QA | Not started |  |  |  |  | OK |
| G3-06 | Core | Engage QA to start their tasks | Not started |  |  |  |  | OK |
| G3-07 | Core | Review Edge Sizing best practices based on CPU | Not started |  |  |  |  | OK |
| G3-08 | Core | Link to Edge Sizing Calculator | Not started |  |  |  |  | OK |
| G3-09 | Core | Conduct Limits review and submit requests for increases.  Note: You can use Pythons scripts from the GC API Helper tool to review all limits. | Not started |  |  |  |  | OK |
| G3-10 | Core | Schedule the Smoke Test | Not started |  |  |  |  | OK |
| G3-11 | Core | Verify the Media Sites on BYOC trunks. The media regions set on this site are used for inbound and outbound calls. The number plans of this site are also used for calls that came in on this trunk and have to be sent back out. | Not started |  |  |  |  | OK |
| G3-12 | Core | Enable Sensitive Data Masking if needed. | Not started |  |  |  |  | OK |
| G3-13 | Core | Ensure naming conventions are standardised in the build | Not started |  |  |  |  | OK |
| G3-14 | Core | Architect: Error Handling | Not started |  |  |  |  | OK |
| G3-15 | Core | Architect: 10K executed steps per flow limit (Check inqueue for how long a call can queue before it enters error handling) | Not started |  |  |  |  | OK |
| G3-16 | Core | Architect: Use NOT_SET | Not started |  |  |  |  | OK |
| G3-17 | Core | Architect: Remove audio warning messages by using the expression 'ToAudioTTS(NOT_SET)' and do not use Blank Audio steps | Not started |  |  |  |  | OK |
| G3-18 | Core | Architect: Use ToAudio(FindUserPrompt("")) for audio playback steps so flows do not have to be republished | Not started |  |  |  |  | OK |
| G3-19 | Core | Architect: Disable Listen for Extension Dialing unless required. | Not started |  |  |  |  | OK |
| G3-20 | Core | Architect: Disable Speech Recognition unless it is required for Architect Menus. All Speech Recognition usually requires a BOT and not Architect recognition. | Not started |  |  |  |  | OK |
| G3-21 | Core | Architect: Audio barge-in. Note: Make sure legal/compliance disclaimers cannot be interupted and play to completion. | Not started |  |  |  |  | OK |
| G3-22 | Core | Architect: Remove unused variables | Not started |  |  |  |  | OK |
| G3-23 | Core | Architect: Remove Debug Code | Not started |  |  |  |  | OK |
| G3-24 | Core | Architect: Initialized Variables Variable initial values should be set under the Data Resources and not with Update Data steps. | Not started |  |  |  |  | OK |
| G3-25 | Core | Architect: Proper Use of Flow.Variables and Task.Variables Task.Variables will release memory as soon as the task completes but Flow.Variables hold onto memory until the Flow completes. Be efficient with memory usage so load tests do not fail! | Not started |  |  |  |  | OK |
| G3-26 | Core | Architect: HIPPA/PCI PII check Make sure any HIPPA/PCI PII is collected in secure flows. | Not started |  |  |  |  | OK |
| G3-27 | Core | Architect: Review flow size.  If flow exceeds 60% of max size then serious consideration should be given to determine if the flow needs to be split into multiple flows or the flow optimized to remove redundant steps.  If the flow exceeds 70% of max size then the flow must be split or optimized. | Not started |  |  |  |  | OK |
| G3-28 | Core | Other Best Practices | Not started |  |  |  |  | OK |
| G3-SSAI-01 | SS&AI | Train the bot and conduct speech science review, if Speech Scientist was not engaged in designing the intent model | Not started |  |  |  |  | OK |
| G3-SSAI-02 | SS&AI | Think through bot usage prior to build - use bot flows for speech recognition only, minimize back and forth between inbound & bot flows, leverage inbound flows for yes/no questions and simple commands, etc. | Not started |  |  |  |  | OK |
| G3-SSAI-03 | SS&AI | To minimize API latency, fill perceived caller silence with percolation sound and execute APIs asynchronously in a workflow, if possible | Not started |  |  |  |  | OK |
| G3-SSAI-04 | SS&AI | Data passthrough alignment between Flows | Not started |  |  |  |  | OK |
| G3-SSAI-05 | SS&AI | HIPPA/PCI Treatment for Secure Flows | Not started |  |  |  |  | OK |
| G3-SSAI-06 | SS&AI | Maintain dev tracker to report % complete for NLU & self-service modules | Not started |  |  |  |  | OK |
| G3-SSAI-07 | SS&AI | Submit test data request for unit testing | Not started |  |  |  |  | OK |
| G3-SSAI-08 | SS&AI | Discuss test data validity and refresh process with customer | Not started |  |  |  |  | OK |
| G3-SSAI-09 | SS&AI | Conduct handoff to QA | Not started |  |  |  |  | OK |
| G3-SSAI-10 | SS&AI | Collaborate with QA lead for demos | Not started |  |  |  |  | OK |
| G3-SSAI-11 | SS&AI | Test API endpoints to see if they match the approved specs. Report API defects, if any | Not started |  |  |  |  | OK |
| G3-SSAI-12 | SS&AI | Update SS&AI Bot Register | Not started |  |  |  |  | OK |
| G3-SSAI-13 | SS&AI | Configure flow outcomes and milestones to identify false accepts and misrecognitions. Trace caller journey for IVR hot spots that lead to high agent transfers thereby impacting containment rate | Not started |  |  |  |  | OK |
| G3-RPT-01 | Reporting | Create data views, journey flows, transformations, and curated datasets | Not started |  |  |  |  | OK |
| G3-RPT-02 | Reporting | Ensure the proper Participant Attributes (CCA's), External Tags, Milestones, and Outcomes are setup to support requirements | Not started |  |  |  |  | OK |
| G3-RPT-03 | Reporting | Develop reports and dashboards (standard or custom BI tools) | Not started |  |  |  |  | OK |
| G3-RPT-04 | Reporting | Implement filters, calculations, and performance optimizations | Not started |  |  |  |  | OK |
| G3-RPT-05 | Reporting | Validate data accuracy against Genesys Cloud source metrics | Not started |  |  |  |  | OK |
| G3-RPT-06 | Reporting | Iterate based on customer feedback | Not started |  |  |  |  | OK |

## Gate 4 - Post-Build QA and UAT
Gate status: Not started
Target completion (informational): 2026-08-04

*(includes checklist JSON template; gate not fully activated on record)*

| Item ID | Section | Task | Status | N/A | Due Date | Completion Date | Notes | Review |
| --- | --- | --- | --- | --- | --- | --- | --- | --- |
| G4-01 | Core | Continue Design Review Sessions with SS&AI, WFM, Reporting teams | Not started |  |  |  |  | OK |
| G4-02 | Core | Was SIT Testing completed | Not started |  |  |  |  | OK |
| G4-03 | Core | Plan and conduct training sessions | Not started |  |  |  |  | OK |
| G4-04 | Core | New Features and Deprecations | Not started |  |  |  |  | OK |
| G4-05 | Core | Was QA Engaged? | Not started |  |  |  |  | OK |
| G4-06 | Core | Create Technical Design Specifications and Architectural Diagrams for Customizations Requiring Knowledge Transfer | Not started |  |  |  |  | OK |
| G4-07 | Core | Pre-mortem project management strategy | Not started |  |  |  |  | OK |
| G4-08 | Core | Modify Training Materials to Match Customer Functionality for Trainer the Trainer | Not started |  |  |  |  | OK |
| G4-09 | Core | Verify Documentation | Not started |  |  |  |  | OK |
| G4-10 | Core | Verify Edge Count and Sizing is complete | Not started |  |  |  |  | OK |
| G4-11 | Core | Verify Limit Increases are complete | Not started |  |  |  |  | OK |
| G4-12 | Core | Conduct the Smoke Test | Not started |  |  |  |  | OK |
| G4-13 | Core | Review the training plan | Not started |  |  |  |  | OK |
| G4-SSAI-01 | SS&AI | Monitor API performance, TTS license usage during load tests | Not started |  |  |  |  | OK |
| G4-SSAI-02 | SS&AI | Establish SLAs for UAT defects based on priority & severity and minimum information needed to triage UAT defects | Not started |  |  |  |  | OK |
| G4-SSAI-03 | SS&AI | Code migration planning & remediation of errors from Terraform extract | Not started |  |  |  |  | OK |
| G4-SSAI-04 | SS&AI | Archive exports of data tables, data actions, prompt list and flows on SharePoint | Not started |  |  |  |  | OK |
| G4-RPT-01 | Reporting | Perform QA and reconciliation of metrics | Not started |  |  |  |  | OK |
| G4-RPT-02 | Reporting | Optimize queries, refresh schedules, and performance | Not started |  |  |  |  | OK |
| G4-RPT-03 | Reporting | Prepare documentation (data definitions, report usage guides) | Not started |  |  |  |  | OK |
| G4-RPT-04 | Reporting | Conduct knowledge transfer and enablement sessions | Not started |  |  |  |  | OK |
| G4-RPT-05 | Reporting | Finalize support and handoff plan | Not started |  |  |  |  | OK |

## Gate 5 - Go-Live
Gate status: Not started
Target completion (informational): 2026-08-04

*(includes checklist JSON template; gate not fully activated on record)*

| Item ID | Section | Task | Status | N/A | Due Date | Completion Date | Notes | Review |
| --- | --- | --- | --- | --- | --- | --- | --- | --- |
| G5-01 | Core | Continue Design Review Sessions with SS&AI, WFM, Reporting teams | Not started |  |  |  |  | OK |
| G5-02 | Core | Completed FRS uploaded to Project | Not started |  |  |  |  | OK |
| G5-03 | Core | Completed TDS uploaded to Project | Not started |  |  |  |  | OK |
| G5-04 | Core | Completed Call Flows uploaded to Project | Not started |  |  |  |  | OK |
| G5-05 | Core | Review Smoke Testing Results | Not started |  |  |  |  | OK |
| G5-06 | Core | Verify Edge Deployment | Not started |  |  |  |  | OK |
| G5-07 | Core | Feature Deprecation final review | Not started |  |  |  |  | OK |
| G5-08 | Core | Validate customer Care onboarding | Not started |  |  |  |  | OK |
| G5-09 | Core | Validate customer Auth Org setup | Not started |  |  |  |  | OK |
| G5-10 | Core | Create the Go Live Checklist | Not started |  |  |  |  | OK |
| G5-11 | Core | Confirm Customer training is complete | Not started |  |  |  |  | OK |
| G5-SSAI-01 | SS&AI | Validate production API endpoints prior to go live | Not started |  |  |  |  | OK |
| G5-SSAI-02 | SS&AI | Ensure all production flags and data tables are configured and any test harness or menus are disabled | Not started |  |  |  |  | OK |
| G5-SSAI-03 | SS&AI | Proactive monitoring of NLU & self-service metrics. E.g. proactive updates to training phrases in the intent model | Not started |  |  |  |  | OK |
| G5-SSAI-04 | SS&AI | Establish rollback plan for IVR | Not started |  |  |  |  | OK |
| G5-SSAI-05 | SS&AI | Conduct post launch bot performance review to analyze and report on system performance and identify tuning need | Not started |  |  |  |  | OK |
| G5-RPT-01 | Reporting | Validate production access | Not started |  |  |  |  | OK |
| G5-RPT-02 | Reporting | Confirm data freshness monitoring and alerting | Not started |  |  |  |  | OK |
| G5-RPT-03 | Reporting | Complete user acceptance testing (UAT) sign-off | Not started |  |  |  |  | OK |
| G5-RPT-04 | Reporting | Deliver final reports/dashboards to business users | Not started |  |  |  |  | OK |
| G5-RPT-05 | Reporting | Establish post-go-live support and success metrics | Not started |  |  |  |  | OK |

---

*Design Sync Topics and Work Automation sheets are out of scope for Nexus Local MVP.*

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