Maintaining visibility and compliance around emergency calling is essential for organizations operating under E911 regulations. To support this, Talkdesk provides a dedicated report: the Emergency Calls Report, which captures a detailed record of all emergency calls placed within an account.
This report helps Admins validate that location data is properly attached to calls, ensuring that calls route correctly to the appropriate Public Safety Answering Point (PSAP).
Emergency Calls Report
The Emergency Calls Report is accessible from the Explore section of the Talkdesk Workspace:
- Go to Explore [1].
- Select Emergency Calls Report [2].
It provides a chronological list of all emergency calls placed by users, helping Admins validate emergency call behavior, confirm that location data was properly attached, and support compliance reviews or audits.
Understanding Emergency Calls Report
This report displays a set of indicators that enable Admins to verify key details of emergency calls, including the called number, call duration, location, and start and end times.
- Called Number [1]: The specific emergency number reached during the call, such as 911 for live emergencies or 933 for test calls. This allows administrators to distinguish between real emergency events and routine testing activity.
- Duration [2]: The length of the emergency call, helping teams assess whether calls connected successfully and were handled appropriately.
- Location Attached [3]: An indicator showing whether a verified address was successfully associated with the call at the time it was placed. This is a critical data point for E911 compliance, as calls without location data may not route correctly to the appropriate Public Safety Answering Point (PSAP) and customers can incur financial penalties for calls sent without location information.
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Start and End Time [4]: The precise timestamps for when each emergency call began and ended, providing a clear timeline for incident reviews or regulatory reporting.
Key Features
- Emergency Calls Report: Provides a chronological record of all emergency calls placed by users, helping Admins validate behavior and support audits.
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Validate emergency call behavior by confirming location data was attached at the time of a real or test call
Use Cases
- Regulatory Reporting: Use the “Start and End Time” and “Call Duration” metrics to provide a clear timeline for incident reviews.
- Audit Support: Maintain a clear, accessible record of all emergency calling activity across the account to support investigations.
Resources
- Overview: For more information, see E911: Overview and Enablement in this article.
- How-to: For instructions on configuring these features, see E911: Setting up Emergency Information in this article.