Talkdesk will be adding a resiliency enhancement to Studio during the week of May 10, 2021, which will include a new maximum traffic threshold to improve how the platform handles unusual traffic volumes.
When will the change happen?
On May 10, 2021 Talkdesk will begin gradually rolling this enhancement out to all customers. All customer accounts will have received it by May 14, 2021.
Why is this enhancement being released?
We will be making this enhancement as a precautionary measure, to ensure that momentary spikes in the load on the Talkdesk system do not result in impacts to platform performance.
What is the expected impact?
This enhancement will have no impact on Studio functionality or call routing behavior during normal call traffic. The maximum traffic threshold will only be reached during abnormal call spikes, several times the normal inbound call volume, sustained over several minutes.
In the rare event that the system reaches the maximum traffic threshold during a call spike, new inbound calls will be ended in order to mitigate platform performance degradation. There will be no impact to outbound calling.
When the maximum traffic threshold is reached, it will only affect the Assignment & Dial and Callback components, causing them to exit via a new exit, “queue_size_limit_reached”, which will be visible on the Flow Execution Report.
What do I need to do?
The Talkdesk team will enable this feature for all accounts in a phased approach. No action is required on your part.
If you have any questions, please visit the Talkdesk Support Portal or contact your Customer Success Manager.