In this article, you will find several useful resources to help you and your company prepare for any disruptions that can occur from sources such as natural disasters, cyberattacks, system outages, or other unforeseen events.
Talkdesk Academy Training
Talkdesk Academy features a library of training for Admins, Agents, and Supervisors on a variety of topics. Below, you can find the links to training modules that are relevant to this guide.
- Introducing Cloud Service Critical Incidents
- Monitoring your CCaaS Environment & Building Resilience
- Planning for Disruptions
Scenarios and Recommended Strategies
Scenario |
Description |
Recommended Strategy |
| Local Agent Network Issues | Loss of internet connectivity or otherwise unable to access browser-based Talkdesk Workspace. | Conversations Mobile |
| Agents unavailable | Agents are unavailable due to a non-technical event (such as a fire, flooding, or power loss at a primary work location). | Contingency Studio Routing |
| Reduced Operational Capacity | Reduced operational capacity due to loss of key tools or other external events preventing your Contact Center from performing at required levels. | |
| Poor Audio Quality / No Audio | Poor audio quality, one-way audio only, “silent” calls, or audio latency between callers and agents. | |
| Assignment & Status Impacts | Calls become “stuck in queue” or are otherwise unable to be correctly assigned to available agents | |
| Live Reporting Unavailable | Talkdesk Live reporting is unavailable, unresponsive, or missing key data that is required for the management of your Contact Center operations. | Recent Activity Multichannel |
| Studio Flow Impacts | Studio Flows fail to run, end unexpectedly, or produce unacceptable output. | Continuity Settings |
| Inbound telephony impacts | Inbound voice calls fail or end unexpectedly without reaching IVRs. | |
| Degraded access | Agents are unable to log in to or otherwise access the Talkdesk platform |
Planning Checklist
Talkdesk strongly recommends that you check if you have all of the items on this checklist in place. A downloadable PDF version of this checklist can be found at the bottom of the page.
Monitoring & Alerting
- Administrators and Supervisors are subscribed to the Talkdesk StatusPage.
- Studio Flow error reporting is configured and scheduled.
- Guardian Call Quality reporting is configured and scheduled.
- Permissions for the Recent Activity Multichannel Dashboard have been configured.
Resilience
- Single Sign-On (SSO) settings have been reviewed & Support Access enabled, if required.
- Error Handling for critical Studio Flow steps has been reviewed and configured.
- Complex Studio JavaScript functions have been configured with error-handling methods.
Disruption Planning
- Conversations Mobile application access has been configured and tested, if required.
- Call forwarding and outage messaging have been configured in Continuity Settings.
- Permissions to View, Update, and Enable/Disable Continuity Settings have been assigned.
- Contingency Routing in Studio has been installed and configured.
Other
- Administrators have been trained on the use of all business continuity strategies.
- A runbook has been created and provided to all Administrators.