--- title: "Close and classify calls in Contact Center Pro" slug: "close-and-classify-calls-in-contact-center-pro" updated: 2026-10-23T18:12:41Z published: 2026-10-23T18:12:41Z canonical: "help.servicetitan.com/close-and-classify-calls-in-contact-center-pro" --- > ## Documentation Index > Fetch the complete documentation index at: https://help.servicetitan.com/llms.txt > Use this file to discover all available pages before exploring further. # Close and classify calls in Contact Center Pro ## Overview Every Queue call should be classified after it ends—unless the caller hangs up, the call results in a booked job, or it's automatically excused. Accurate call classification helps managers track call outcomes, measure team performance, and ensure reliable reporting. > [!WARNING] > **Caution:** All classifications must be completed in Contact Center Pro, not the ServiceTitan Call Booking screen. --- ### #### Who uses this feature - Customer service representatives (CSRs) - Applies to all business types #### Feature configuration - Contact Center Pro is currently in Early Access and available for specific accounts. It is subject to change. If you want to enable this feature for your account, book a demo [here](https://www.servicetitan.com/features/pro/contact-center). - Contact Center Pro requires an [Enterprise Hub](/v1/docs/enterprise-hub-1) network. Contact your Customer Success Manager or Pro Account Manager to request a network. ## Things to know - > [!WARNING] > **Coming ST-82:** Outbound calls and calls to your direct line aren't classified. When one of these calls ends, its card stays in your Inbox with a **Close** button, so you can finish what you started, such as a booking. Click **Close** when you're done. Closing the card doesn't open the *Close and Classify Call* screen. Calls from other CSRs to your direct line still close on their own when the call ends. This applies whether or not your account uses the [guided booking flow](/construction/docs/book-a-job-using-the-guided-booking-flow-in-contact-center-pro). - Contact Center Pro agents can have post-call wrap-up time to classify and close their tasks. [Enable Wrap Up Time](/construction/docs/set-up-queues-in-contact-center-pro) when setting up your call queues. The wrap-up time starts automatically after you end the call. - [Set up call reasons](/construction/docs/set-up-call-reasons) in your ServiceTitan account to properly close and classify Unbooked calls. The call reason you select determines whether the call is marked as a *Lead* or *Not a lead*. - Abandoned or unanswered calls can affect reporting accuracy and business operations. Ensure you monitor and [manage Abandoned Calls](/construction/docs/view-and-manage-abandoned-calls). ## Close and classify completed calls After the call ends, select a call reason, add notes if needed, and finalize the call classification: 1. On the call bar, click **End Call** to finish the conversation with the customer. ![On the call bar, click End Call to finish the conversation with the customer](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/close-and-classify-calls-in-contact-center-pro-image-sbupc3l5.png?sv=2026-02-06&spr=https&st=2026-10-31T00%3A42%3A59Z&se=2026-10-31T01%3A42%3A59Z&sr=c&sp=r&sig=km02lDO%2Bf4uV2gUUMwVzi%2BNviQl9YUBkukUnqzrbu%2Bc%3D) 2. Click **Close**. On the *Close and Classify Call* screen that opens, you can see the remaining wrap-up time. 3. Select the **Call Reason** from the dropdown. 4. (Optional) In the **Notes** field, enter additional information for context. 5. When finished, click **Close and classify**. > [!NOTE] > **Note:** Selecting a call reason may not always be necessary. For example, if the call was *Booked* or *Excused*, then this step is not required. > [!WARNING] > **Coming ST-82:** If you're in the middle of a booking in the guided booking flow when you click **Close**, Contact Center Pro asks before discarding the booking. If you keep it, the card stays open so you can finish. ![Click Close and classify](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/close-and-classify-calls-in-contact-center-pro-image-jgp8p5g6.png?sv=2026-02-06&spr=https&st=2026-10-31T00%3A42%3A59Z&se=2026-10-31T01%3A42%3A59Z&sr=c&sp=r&sig=km02lDO%2Bf4uV2gUUMwVzi%2BNviQl9YUBkukUnqzrbu%2Bc%3D) After you close and classify the call, the system shows a pop-up confirming the call was completed. ![After you close and classify the call, the system shows a pop-up confirming the call was completed](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/close-and-classify-calls-in-contact-center-pro-image-wzyauy7h.png?sv=2026-02-06&spr=https&st=2026-10-31T00%3A42%3A59Z&se=2026-10-31T01%3A42%3A59Z&sr=c&sp=r&sig=km02lDO%2Bf4uV2gUUMwVzi%2BNviQl9YUBkukUnqzrbu%2Bc%3D) > [!NOTE] > **Note:** If you need more time to complete job actions, manually set the **Extended Wrap Up** status when it's finished. ## Reclassify and edit calls If a call is classified incorrectly, you can reclassify it at any time. To do this, go to Contact Center Pro, and click **Conversation History**. ![Go to Contact Center Pro, and click Conversation History](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/close-and-classify-calls-in-contact-center-pro-image-ko3uh651.png?sv=2026-02-06&spr=https&st=2026-10-31T00%3A42%3A59Z&se=2026-10-31T01%3A42%3A59Z&sr=c&sp=r&sig=km02lDO%2Bf4uV2gUUMwVzi%2BNviQl9YUBkukUnqzrbu%2Bc%3D) The *Conversation History* screen opens and includes two tabs: - **Closed:** Serves as the repository for all calls that have been ended and closed by the agent, including calls that may not have been dispositioned yet. - **Open:** Shows ended calls that were not marked as *Closed* or manually classified. This view lets you monitor completed customer interactions to ensure that all calls have been classified. By default, the *Open* tab is filtered by calls marked as *Unbooked* and *Not a Lead*. Select the **Closed** or **Open** tab, depending on the type of call you need to reclassify, then: 1. Select the conversation you want to reclassify. 2. On the *Conversation Details* screen that opens, go to the *Type & Reason* section and click **Edit** ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/icon-edit.png?sv=2026-02-06&spr=https&st=2026-10-31T00%3A42%3A59Z&se=2026-10-31T01%3A42%3A59Z&sr=c&sp=r&sig=km02lDO%2Bf4uV2gUUMwVzi%2BNviQl9YUBkukUnqzrbu%2Bc%3D). 3. From the **Type** dropdown, select the new [call type](/construction/docs/understand-call-classifications): - **Excused - Not service request:** The call is reclassified as an *Excused call*. - **Excused - Existing job:** The call is attached to the existing job record specified. - **Unbooked:** The call is reclassified as an *Unbooked Call*. - **Booked:** The call is reclassified as a *Booked call*. Enter the job number of the job that was booked. ![From the Type dropdown, select the new call type](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/close-and-classify-calls-in-contact-center-pro-image-oo0wj1hf.png?sv=2026-02-06&spr=https&st=2026-10-31T00%3A42%3A59Z&se=2026-10-31T01%3A42%3A59Z&sr=c&sp=r&sig=km02lDO%2Bf4uV2gUUMwVzi%2BNviQl9YUBkukUnqzrbu%2Bc%3D) 4. From the **Reason** dropdown, select a call reason. These options are based on the [Call Reasons](/construction/docs/set-up-call-reasons) configured in your settings. > [!NOTE] > **Note:** If the call is tied to a booked or existing job, only the job record is specified—not the call reason. 5. (Optional) Enter **Reclassification Notes** to provide additional context for your team. 6. When finished, click **Confirm** ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/icon-check.png?sv=2026-02-06&spr=https&st=2026-10-31T00%3A42%3A59Z&se=2026-10-31T01%3A42%3A59Z&sr=c&sp=r&sig=km02lDO%2Bf4uV2gUUMwVzi%2BNviQl9YUBkukUnqzrbu%2Bc%3D). ![Click Confirm](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/close-and-classify-calls-in-contact-center-pro-image-z0fdjh2s.png?sv=2026-02-06&spr=https&st=2026-10-31T00%3A42%3A59Z&se=2026-10-31T01%3A42%3A59Z&sr=c&sp=r&sig=km02lDO%2Bf4uV2gUUMwVzi%2BNviQl9YUBkukUnqzrbu%2Bc%3D) ## FAQ --- ### #### Why won't the system let me close and classify a call? Currently, if you transfer the call to another employee by typing in their Direct Line, you won't be able to classify the call until the call ends. If you run into this issue on a call you did not transfer, contact [ccprosupport@servicetitan.com](mailto:ccprosupport@servicetitan.com) for assistance. ## Want to learn more? - See [Understand call classifications](/construction/docs/understand-call-classifications) - See [Answer incoming calls through Contact Center Pro](/construction/docs/answer-incoming-calls-through-contact-center-pro) - See [Place outbound calls through Contact Center Pro](/construction/docs/place-outbound-calls-through-contact-center-pro) ServiceTitan's enterprise-grade call center product, adding advanced queue management, live coaching, and AI features to Phones Pro. **What it does:** Enables multi-agent contact center operations with real-time supervision, analytics, and AI-assisted call handling at scale. **Also called:** CCP, Advanced Phones Pro **Tags:** Contact Center Pro [See the full glossary →](https://help.servicetitan.com/docs/glossary-overview) **a.k.a.** CCP A CSR answers a call lead, but no job is booked. This is an unbooked call. What this triggers in ServiceTitan Unbooked calls will have an impact on the CSR call booking rate (CSR conversion rate). • On the dashboard: You'll see unbooked calls in the Unbooked Calls section of the dashboard. [Learn more →](https://help.servicetitan.com/docs/understanding-calls-vocab) · [See the full glossary →](https://help.servicetitan.com/docs/glossary-overview) A call where the customer hung up before reaching a CSR. It cannot be attached to a customer or job and does not count toward CSR conversion metrics. **What it does:** Tracks unanswered call volume so you can spot staffing gaps and recover lost revenue opportunities. **Where to find it:** Dashboard › Agent Scorecards (Abandoned); or Search by Call type: Abandoned. **Tags:** Phones Pro [Learn more →](https://help.servicetitan.com/docs/understand-call-classifications) · [See the full glossary →](https://help.servicetitan.com/docs/glossary-overview) A call comes in from UPS. Or, someone calls in with a wrong number. These are excused calls. [Learn more →](https://help.servicetitan.com/docs/understanding-calls-vocab) · [See the full glossary →](https://help.servicetitan.com/docs/glossary-overview) The CSR books a job. The lead is now a booked call. What this triggers in ServiceTitan When the CSR books a job, this will positively impact the Call Booking Rate (% Booked) for the company and the individual CSR. • On the dashboard: The booked call appears as an Appt under Call Metrics. [Learn more →](https://help.servicetitan.com/docs/understanding-calls-vocab) · [See the full glossary →](https://help.servicetitan.com/docs/glossary-overview)