Overview
In ServiceTitan Phones Pro, you can set alerts for your call centers. You can send alerts by text message, email, a Slack channel, or set a custom list of recipients to push alerts to any other assigned admin or supervisor.
Who uses this feature
Administrators and managers
Applies to all business types
Feature configuration
To get started with Phones Pro, request a demo on our Pro Products page, or reach out to your Customer Success Manager (CSM) or Pro Account Manager.
Things to know
Phones Pro customers using the Pro and Enterprise plans can use call center alerts.
If no agents are on duty, you can receive an email with an alert of who the last agent on duty was and the reason for that agent going off duty.
As a Call Center Supervisor, you can monitor all agents and calls. Call center supervisors can also view the live sentiment and purpose of calls while they're taking place.
As a Call Center Supervisor, you can set a CSR to available or unavailable.
Open call center settings
Go to the top toolbar and click Phones Pro
to open the embedded dialer. Note: If you don't have the embedded dialer enabled, sign in to your Dialpad account and skip to step four.
In the Phones Pro embedded dialer, click Settings.
Phone Preferences opens.Click View Dialpad Settings.
Your Dialpad profile opens in a new tab.In Dialpad, go to Admin Settings > Ai Contact Centers.
Select a contact center.
Click View Contact Center Dashboard and then Alerts.
Alerts opens. 
Set alerts for your contact center
To set alerts for your contact center:
In Dialpad, go to Admin Settings > Ai Contact Centers.
Select a contact center.
Scroll to Dashboard and Alerts.
In the Dashboard and Alerts section, you can find a set of alert options.
Short abandoned call threshold
In the Short Abandoned Call Threshold section, you can set a threshold that determines which calls are considered as Short abandoned. When a caller hangs up within a specific time period that you defined, the call will be considered as Short abandoned, and the call is excluded from your service level calculations.
Note: Supervisors can set this threshold between 0 and 60 seconds.
To set a short abandoned call alert:
Go to the Short Abandoned Call Threshold section.
Click Edit.
Short Abandoned Call Threshold opens. 
Enter the short abandoned call time in seconds.
When you're done, click Close.
Service level
Service level alerts help you ensure that inbound calls are answered promptly. If there is a welcome greeting, the length of the greeting is included in the duration. This also applies if the call is routed to a hold queue.
To set a service level alert:
Go to the Service Level section.
Click Edit Alert.
Service Level Alert Settings opens. 
To set a service level alert:
Set Call Receiving seconds within which CSRs should answer inbound calls.
Set the Threshold for the percentage of calls to meet the set time above.
Turn on notifications. Notification options appear.
You can notify all supervisors by selecting the following options: Email, Text, and Slack. You can select and notify a list of recipients by adding people from the dropdown. 
You can notify recipients by Email or Text message.
You can delete recipients by clicking Remove.
When you're done, click Close.
Agent duty status
You can customize how to receive notifications if no agents are on duty while your call center is open. You can also customize how to receive notifications if agents are set to an off-duty status while your call center is open.
To set an on-duty agent alert:
Go to the No Agents On-Duty section.
Click Edit Alert.
No agents on duty alert settings screen opens. 
Turn on notifications. Notification options appear.
You can notify all supervisors by selecting the following options: Email, Text, and Slack.
You can select and notify a list of recipients by adding people from the dropdown.
You can notify recipients by Email or Text message.
You can delete recipients by clicking Remove.
When you're done, click Close.
To set an off-duty agent alert:
Go to the Agents Off-Duty section.
Click Edit Alert.
Agents Off-Duty Alert Settings opens. 
Follow the same steps described in the No Agents On Duty section to set off-duty agents notifications.
Call queue size
Call queue size allows you to know when your hold queue limit is reached. It also can be triggered if the hold queue size decreases from the threshold and then hits the limit again.
To set a call queue size alert:
Go to the Call Queue Size section.
Click Edit Alert.
Call Queue Size Alert Settings opens. 
To set a call queue level alert:
Set a Threshold for the calls to be queued.
Turn on notifications. Notification options appear.
You can notify all supervisors by selecting the following options: Email, Text, and Slack. You can select and notify a list of recipients by adding people from the dropdown. 
You can notify recipients by email or text message.
You can delete recipients by clicking Remove.
When you're done, click Close.
Wait time
Wait time allows you to know when the current longest hold time reaches a certain length.
To set a wait time alert:
Go to the Wait Time section.
Click Edit Alert.
Wait Time Alert Settings opens. 
To set a wait time alert:
Set the Threshold for the wait time in minutes and seconds.
Turn on notifications. Notification options appear.
You can notify all supervisors by selecting the following options: Email, Text, and Slack. You can select and notify a list of recipients by adding people from the dropdown. 
You can notify recipients by Email or Text message.
You can delete recipients by clicking Remove.
When you're done, click Close.
Customize off-duty and audible off-duty notification settings
Ensure your agents receive audible notifications when they switch to off-duty and expand the off-duty status choices available for employees to select from.
Check out the video below to learn more about off-duty statuses.
Want to learn more?
See Phones Pro