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Business Continuity Planning: Monitoring your CCaaS Environment
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Below are best practices for monitoring the performance of various areas within your Talkdesk system.  These errors may be due to several common causes, and can be proactively managed by Administrators on your account. 

Monitoring and alerting are the first steps in building a strong continuity plan because they help you catch issues before they turn into disruptions. By keeping an eye on your account’s health and performance, you gain visibility into potential risks and can act quickly to prevent downtime or data loss. With well-configured alerts, you and your team can respond proactively, often before your users even notice a problem, making monitoring a critical way to strengthen your resilience and maintain customer trust.

 

Talkdesk Academy Resources

See the link below for our full Talkdesk Academy course on monitoring your CCaaS Environment:

 

Operations Status and Critical Change Notifications

Talkdesk uses two channels to communicate operations status and critical product change notifications. 

The Talkdesk Status Page is the primary means of communication for Scheduled Maintenance, emergency maintenance, service status, and incident updates. You can “Subscribe for Updates” to be notified about these events via email on the Talkdesk Status Page.

As a best practice, we recommend that all Talkdesk Administrators and Supervisors subscribe to the Talkdesk Status Page to receive real-time updates. Consider also subscribing to a distribution list or shared email inbox to ensure receipt of time-critical information. 

In addition, Talkdesk will typically provide at least 90 days' prior notice on Critical Product Changes. A “Critical Change” occurs when:

  • There is a material change in the way the user interacts with the product.
  • Backend product updates require action from Administrators.
  • There are changes to Billing and usage in the Talkdesk Admin tabs (Invoices, Subscription, Usage).
  • Product end-of-life, feature deprecations, upgrades, and/or migrations.

Talkdesk strives to notify customers of the above via Product Notice. In general, Product Notices are published on Talkdesk Knowledge Base in the Product Notices section and are included in the Weekly Digest (if followed). For greater awareness, other channels, such as in-app notifications and email, may be used. 

For more details, please read our documentation on Communicating Critical Product Changes.

 

Studio Flow Error Reports

Talkdesk Studio’s environment is equipped with sophisticated validation tools. Like all systems, however, your Flows may encounter some level of technical error during their operation. You can use the default Studio Flow Execution Report to view detailed data for each step of your flow executions. 

Should a step in your Flow encounter an error, it will be reported as an error value in the exit field for the corresponding step. You can also create a custom report filtered to display only failed Studio Flows steps using the Studio Flow Execution dataset.

 

Configuring a Custom Studio Flow Error Report 

With Explore Custom Create you can build a custom report that only displays details for Studio steps that encountered an error. This can reduce troubleshooting time and effort for your Administrators. To do so, follow the steps detailed in this article. 

 

Connections Executions Dashboard

The Talkdesk Connections Executions Dashboard offers comprehensive insights into the performance of your Connections Actions, displaying metrics such as total executions, successful and failed actions, failure trends over time, and more. This enables proactive monitoring, rapid troubleshooting of failures, and continuous improvement—essential for maintaining exceptional reliability and uptime in your operations. With the Connections Executions Dashboard, your Administrators can:

  • Quickly identify and correct failing Connections before they impact customer experience.
  • Use the “Action Failures Over Time” feature to spot recurring or developing problem patterns and trends.
  • Inspect the Input and Output payload of individual executions to gain deep visibility into the root cause of errors.

 

Voice Audio Quality Metrics

High-quality voice connections are a critical element of successful customer service. Even when all other systems are running as designed, your Contact Center operations can be severely impacted if callers and agents cannot clearly hear one another. 

You can use Talkdesk Guardian or the Guardian Call Quality API to monitor the call quality experienced by your agents and callers. Call quality metrics are stored for all calls within the last 30 days. 

  • Guardian Reporting allows you to run on-demand or scheduled reports to view your agent’s call quality metrics.
  • The Guardian Call Quality API provides an interface for exporting your call-quality metrics in JSON format

See Interpreting Network Quality Test Results - Call Quality for a detailed description of call quality calculations and underlying metrics.

Best Practices 

  • Configure a scheduled Guardian Report filtered to include only cases of ‘Bad call quality’ to stay informed of your agent’s audio quality metrics. To minimize noise, you may wish to configure this report to send only when cases of bad call quality are actually detected.

 

Recent Activity Multichannel Dashboard

Talkdesk Live™ enables real-time monitoring of your contact center’s queue performance and agent contact handling, using configurable and filterable widgets. You can minimize potential impacts to your contact center operations by enabling your Supervisors to use the Recent Activity Multichannel dashboard as a fallback when Live Reporting is unavailable. This default dashboard is available in Talkdesk Explore and provides an alternative means to view your most critical operational data. It includes:

  • Contact-level details for all recent voice and digital interactions. 
  • Multiple volume measures for voice and digital channels.
  • Agent-level status details.

Best Practices 

  • By default, the Recent Activity Multichannel dashboard is available only to Administrator roles. Be sure to grant access to any additional roles that may need to use this resource.

Note: The content of the Recent Activity Multichannel dashboard may be subject to up to five minutes of time latency. Incidents that impact the source of a dataset may reduce that dataset's availability in both Live & Explore platforms.

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