Review configuration health in Contact Center Pro

Overview

Configuration Health is a page in Contact Center Pro that checks your account setup and shows you what needs attention. It looks across every tenant in your contact center for problems that stop calls, recording, or agent availability from working. Each issue comes with a plain-language explanation and a link to the screen that fixes it.

Instead of discovering a misconfiguration when a customer's Call doesn't connect, you see it on one page — and fix it yourself.

Things to know

• Configuration Health only shows problems it can detect. A clean page means every check passed — it isn't a guarantee that every setting is right for your business.

• The page checks every tenant in your contact center, so you see issues across all your locations in one place.

• Some issues can only be fixed by ServiceTitan. Where that's the case, the page tells you to contact Support or your onboarding team rather than giving you a link.

• Configuration Health doesn't change any settings on its own. It points you to the screen where the setting lives, and you make the change there.

• While at least one check needs attention, a banner appears on your Contact Center Pro screens. Dismissing the banner hides it for the rest of your browser session — it returns when you sign in again or open a new tab, and the issue stays on the Configuration Health page.

• Some checks can be acknowledged instead of fixed. Use this when the setup is intentional.

Best practices

• Check this page at go-live, and again any time calling, recording, or agent availability starts behaving oddly.

• Work through Action needed items first — these are actively breaking something.

• Acknowledge an item only when you're confident the setup is deliberate, and add a note explaining why. The next person to open this page sees who acknowledged it and when.

• If a check shows Unknown, it couldn't be evaluated this time. Refresh the page before treating it as a problem.

• If you've just had a setting changed on your account, wait a few minutes and reload before opening a support case — some settings take time to reach Contact Center Pro.

Use cases

• A contact center administrator opens Configuration Health after go-live and finds that no outbound caller ID is set. Agents couldn't place calls; the fix takes one screen.

• An administrator sees two phone numbers listed as unassigned. Callers to those numbers were reaching no one.

• A business migrating from Phones Pro finds leftover Phones Pro settings still active, which were causing calls to route unpredictably.

• A CSR manager sees that call recording is switched off for two of their tenants, explaining why those calls never appeared in Conversation History.

• An administrator whose business deliberately uses a dynamic outbound caller ID acknowledges that check as intentional, and the banner clears.

Open the Configuration Health page

1. Go to the navigation bar in Contact Center Pro and click Settings.

2. In the side menu, click Configuration Health. 

3. The page runs every check and shows the result. 

4. To run the checks again, reload the page.

Note: If you don't see Configuration Health in Settings, your account may not have it yet, or your role may not include the View Configuration Health permission. Contact your account administrator.

Read your results

Results are grouped into three tabs.

Every check returns one of these results.

Fix an issue

1. On the Configuration Health page, find the check you want to resolve.

2. Read the explanation under the check. It names the setting and the tenant it applies to.

3. Click the Fix link next to the check.

4. On the screen that opens, make the change, then save.

5. Return to Configuration Health and reload the page to confirm the check now passes.

Note: Some checks have no Fix link. These are settings only ServiceTitan can change — the check tells you to contact Support or your onboarding team instead.

Acknowledge an issue that's intentional

Use this when a check flags something your business does on purpose — for example, a phone number you're holding for later, a workflow branch that ends deliberately, or a large simultaneous-ring group you want to keep.

1. On the Configuration Health page, find the check marked Needs review.

2. Click Acknowledge.

3. Add a note explaining why the setup is intentional.

4. Click Save.

The check now shows Good by user acknowledgement, along with your name and the date. It no longer counts toward the banner.

Tip: If the underlying setting changes later, review the acknowledgement again — it was made against how the setting looked at the time.

What Configuration Health checks

Want to learn more?

• See Manage Contact Center Pro permissions

• See Set up Queues in Contact Center Pro

• See Set up your default recording preferences in Contact Center Pro

• See View and edit employee information through User Management