Maintaining visibility and compliance around emergency calling is essential for organizations operating under E911 regulations.
While the Emergency Calls Report captures a record of emergency calls after they are placed, the Emergency Settings Compliance Report helps Admins get ahead of issues by showing, at a glance, which agents have a valid emergency address configured and which do not.
This report enables Admins to proactively identify and remediate non-compliant agents before an emergency call is ever placed, reducing the risk of calls being delayed or routed incorrectly to the appropriate Public Safety Answering Point (PSAP).
Emergency Settings Compliance Report
The Emergency Settings Compliance Report is accessible from the Explore section of the Talkdesk Workspace:
- Go to Explore.
- Select Emergency Settings Compliance Report.
It provides a per-agent view of emergency address configuration across the account, helping Admins confirm that agents are ready for emergency calling and supporting compliance reviews or audits.
Understanding the Emergency Settings Compliance Report
The report lists each user on the account along with their current emergency address configuration status.
- User Name [1]: The name of the user on the account.
- Email [2]: The email address associated with the user.
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E911 Compliance Status [3]: An indicator of whether the user has a valid emergency address configured. Each user is assigned one of three statuses:
- Compliant — The user has a valid emergency address configured.
- Non-Compliant — The user has not configured an emergency address. Emergency calls from these users may not have location data attached and could be delayed during routing.
- Not Applicable — The user is not subject to E911 compliance tracking in this report. This applies to non-CCAS users or to accounts that use a third-party E911 service provider.
When an agent places an emergency call without a configured address, no location data is sent to the E911 provider. The call is first handled by a relay operator who asks the caller to provide their location before connecting to the appropriate PSAP. This adds friction to emergency response, and calls placed without location information may incur additional charges. Keeping users in a Compliant status helps ensure emergency calls route seamlessly.
Key Features
- Per-agent compliance visibility: See which users have and have not configured a valid emergency address.
- Proactive remediation: Identify non-compliant agents before an emergency call occurs, rather than tracing issues after the fact.
- Clear status indicators: Compliant, Non-Compliant, and Not Applicable statuses make it easy to filter and prioritize follow-up.
Use Cases
- Compliance readiness: Periodically review the report to confirm that agents in regulated regions or industries have valid emergency addresses on file.
- Audit support: Maintain a clear, accessible record of emergency address configuration across the account to support investigations and regulatory reviews.
- Onboarding checks: Verify that newly added agents have completed their emergency settings before taking live calls.
Resources
- Overview: For more information, see E911: Overview and Enablement in this article.
- How-to: For instructions on configuring emergency settings, see E911: Setting up Emergency Information in this article.
- Related report: For a record of emergency calls placed, see Emergency Calling Reports in this article.