--- title: "Contact Center Pro seat levels overview" slug: "contact-center-pro-seat-levels-overview" updated: 2026-05-15T08:38:24Z published: 2026-05-15T08:38:24Z --- > ## 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. # Contact Center Pro seat levels overview ## Overview In [Contact Center Pro User Management](/v1/docs/view-and-edit-employee-information-through-user-management#overview1), you can assign seat levels to control employee access and capabilities. Understand the differences between the seat types so you can make an informed choice based on your business needs. --- ### #### Who uses this feature - Administrators and managers - Applies to all business types #### Feature configuration - This feature is currently in Early Access and is subject to change. Reach out to your Pro Account Manager for more information. - 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. ## Compare Advanced, Basic, and No License access levels Contact Center Pro offers three license options for its users: - **Advanced License**: Assigned to Customer Service Representatives (CSRs) who actively handle inbound/outbound calls and need full call handling functionality, including Queue assignment, Titan Intelligence(Ti) features and hold functionality. - **(Future) Basic License**: Assigned to individuals/departments that will eventually support the call center, without requiring full voice functionality. **Example**: *Billing support, After-hours support*. - > [!WARNING] > **Caution:** Basic License users cannot be added to Queues in Contact Center Pro. In the future, they will be supported through a new routing option called Ring Groups. For now, calls can be directly forwarded to these users. See our Marketing resources for a preview of [Upcoming License Capabilities](/v1/docs/advanced-vs-basic-license) and a comparison between [Queues and Ring Groups](/v1/docs/queue-vs-ring-group-contact-center-pro-1). - **No license**: Assigned to managers and administrators who don't handle calls but require access to Queue Monitoring, Conversation History, Admin Settings, and other management-related screens. | | **Advanced License** | **(Future) Basic License** | **No License (but company Admin)** | | --- | --- | --- | --- | | Make calls | ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/contact-center-pro-seat-levels-overview-image-55x63nuq.png) | ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/contact-center-pro-seat-levels-overview-image-hqkqezma.png) | ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/contact-center-pro-seat-levels-overview-image-5k5zkwir.png) | | Receive calls to your direct number | ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/contact-center-pro-seat-levels-overview-image-bk3pjnrc.png) | ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/contact-center-pro-seat-levels-overview-image-qz99gv8y.png) | ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/contact-center-pro-seat-levels-overview-image-57xp7unv.png) | | Use basic call controls (mute, hold, transfer) | ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/contact-center-pro-seat-levels-overview-image-rucjuzfj.png) | ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/contact-center-pro-seat-levels-overview-image-etau9rtv.png) | ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/contact-center-pro-seat-levels-overview-image-lry0jt7r.png) | | Automatically assigned to Call Bubble on first answer | ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/contact-center-pro-seat-levels-overview-image-xxdp6k3i.png) | ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/contact-center-pro-seat-levels-overview-image-t86yk72n.png) | ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/contact-center-pro-seat-levels-overview-image-xh1afl66.png) | | Automatically assigned to Call Bubble when receiving a transfer | ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/contact-center-pro-seat-levels-overview-image-jimuxgdb.png) | ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/contact-center-pro-seat-levels-overview-image-j6cc481c.png) | ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/contact-center-pro-seat-levels-overview-image-nqqac9pz.png) | | Classify calls after completion | ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/contact-center-pro-seat-levels-overview-image-stf6ehqn.png) | ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/contact-center-pro-seat-levels-overview-image-aykhsgkb.png) | ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/contact-center-pro-seat-levels-overview-image-e711hk1i.png) | | Assigned to Queues | ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/contact-center-pro-seat-levels-overview-image-w6ty2yeb.png) | ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/contact-center-pro-seat-levels-overview-image-74r5h0ne.png) | ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/contact-center-pro-seat-levels-overview-image-zaiyxwic.png) | | Access user-specific recording settings | ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/contact-center-pro-seat-levels-overview-image-obg0yj4y.png) | ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/contact-center-pro-seat-levels-overview-image-qp7ulbsa.png) | ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/contact-center-pro-seat-levels-overview-image-iwnvenmo.png) | | Access personal and group voicemail | ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/contact-center-pro-seat-levels-overview-image-htku01f6.png) | ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/contact-center-pro-seat-levels-overview-image-o4leaxik.png) | ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/contact-center-pro-seat-levels-overview-image-xptnk44g.png) | | Use the mobile app | ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/contact-center-pro-seat-levels-overview-image-h2mqemtf.png) | ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/contact-center-pro-seat-levels-overview-image-bz6jzrri.png) | ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/contact-center-pro-seat-levels-overview-image-swknfvat.png) | | View Reporting | ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/contact-center-pro-seat-levels-overview-image-caij4m1r.png) | ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/contact-center-pro-seat-levels-overview-image-e0f6z2q0.png) | ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/contact-center-pro-seat-levels-overview-image-lalui9li.png) | | Have calls eligible for Reporting | ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/contact-center-pro-seat-levels-overview-image-2outfetu.png) | ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/contact-center-pro-seat-levels-overview-image-g9d6su39.png) | ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/contact-center-pro-seat-levels-overview-image-2e2qtw3h.png) | | Edit Workflows - (Controlled through CC Pro Permissions) | ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/contact-center-pro-seat-levels-overview-image-cgtugfrb.png) | ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/contact-center-pro-seat-levels-overview-image-uzpswnsp.png) | ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/contact-center-pro-seat-levels-overview-image-c3esvq61.png) | | Create/manage Employees and Permissions (Controlled through CC Pro Permissions) | ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/contact-center-pro-seat-levels-overview-image-vklgenzo.png) | ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/contact-center-pro-seat-levels-overview-image-bfa7j5og.png) | ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/contact-center-pro-seat-levels-overview-image-bhrp0bm5.png) | | View Queue Monitoring | ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/contact-center-pro-seat-levels-overview-image-6ai79aep.png) | ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/contact-center-pro-seat-levels-overview-image-ov0ak21b.png) | ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/contact-center-pro-seat-levels-overview-image-s9vowoo4.png) | | Change employee status | ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/contact-center-pro-seat-levels-overview-image-sdygpf2h.png) | ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/contact-center-pro-seat-levels-overview-image-ghqq9isf.png) | ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/contact-center-pro-seat-levels-overview-image-cw0e9yd5.png) | | Statuses (*Available*, *Break*, etc.) | ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/contact-center-pro-seat-levels-overview-image-8kdl4rf4.png) | ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/contact-center-pro-seat-levels-overview-image-2a1keoug.png) | ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/contact-center-pro-seat-levels-overview-image-9x526p4i.png) | | Basic Conversation History access | ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/contact-center-pro-seat-levels-overview-image-j4ywjfxk.png) | ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/contact-center-pro-seat-levels-overview-image-pdce08w1.png) | ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/contact-center-pro-seat-levels-overview-image-ybid5v3i.png)(View only) | | Viewing Titan Intelligence features | ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/contact-center-pro-seat-levels-overview-image-6admn1mr.png) | ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/contact-center-pro-seat-levels-overview-image-43hio5dg.png) | ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/contact-center-pro-seat-levels-overview-image-6qwapwo7.png) | ## Want to learn more? - See [Contact Center Pro](/v1/docs/contact-center-pro) - See [Set call routing rules in Contact Center Pro](/v1/docs/set-call-routing-rules-in-contact-center-pro) - See [Integrate Voice Agents into your call routing](/v1/docs/integrate-voice-agents-into-your-routing-workflows)