[ET] infrastructure 8.0 — Internet outage detected: Ethiopia

INCIDENT BRIEF: Ethiopia Internet Outage

A high-severity internet outage is currently impacting Ethiopia as of 18:30 UTC on May 13, 2026. This infrastructure disruption poses significant operational risks for workforce management operations, including inability to access cloud-based WFM systems, disrupted real-time scheduling adjustments, compromised agent connectivity for remote/hybrid workers, and potential loss of performance monitoring capabilities. Contact centers, customer service operations, and distributed teams with Ethiopian staff or infrastructure dependencies will experience immediate operational degradation.

Immediate WFM Actions: Activate contingency staffing plans and redirect traffic from Ethiopian operations to backup sites. Switch to offline/manual scheduling tools where possible. Implement emergency communication protocols using SMS or phone for critical staff coordination. Assess which employees and operations are Ethiopia-dependent and prepare alternative coverage. Monitor for service restoration updates and document productivity impact for post-incident analysis. Consider temporary staff reassignments from unaffected regions to maintain service levels.