--- title: "Set up Second Chance Leads for Contact Center Pro" slug: "set-up-second-chance-leads-for-contact-center-pro" updated: 2026-10-15T02:59:46Z published: 2026-10-15T02:59:46Z canonical: "help.servicetitan.com/set-up-second-chance-leads-for-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. # Set up Second Chance Leads for Contact Center Pro ## Overview Second Chance Leads (SCL) automatically reviews and flags Unbooked calls, allowing you to quickly follow up and turn a cold lead into a successful conversion. You can customize this process by adjusting your *After Call Work Time* and *Cold Leads* settings to fit your business needs. --- ### #### Who uses this feature - Administrators and managers - Applies to all business types #### Feature configuration - Contact Center Pro is currently in Early Access and is subject to change. - 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. - The *View & Edit Feature Management* and *Edit TI, Follow Up, & Reporting Settings* permissions are required to use this feature. Please contact the account administrator on your team. For more, see [Manage Contact Center Pro permissions](/v1/docs/manage-contact-center-pro-permissions). ## Things to know - Second Chance Leads is also available to those on [Basic Phones](/v1/docs/phones-1) and [Phones Pro](/v1/docs/phones-pro-1). While SCL for Contact Center Pro offers the same powerful lead recovery functionality, it includes a few distinctions: - SCL is permission-based and accessible to all accounts that have Contact Center Pro enabled. - Notifications are delivered in-app only, without text or email alerts. ## Configure Second Chance Leads settings Use Second Chance Leads settings to turn the feature on or off and customize how the feature works. ![Use Second Chance Leads settings to turn the feature on or off and customize how the feature works](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/set-up-second-chance-leads-for-contact-center-pro-image-35ouxx3c.png?sv=2026-02-06&spr=https&st=2026-10-16T12%3A08%3A06Z&se=2026-10-16T13%3A08%3A06Z&sr=c&sp=r&sig=Muqlos6mwAQ0b%2Bvu5%2BYyPp7FciKpQZXqLQHiIXYuErk%3D) ## Enable Second Chance Leads 1. In Contact Center Pro, go to your **Admin Settings** ![A simple icon representing a settings gear. ](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/icon-gnav-settings-inactive.png?sv=2026-02-06&spr=https&st=2026-10-16T12%3A08%3A06Z&se=2026-10-16T13%3A08%3A06Z&sr=c&sp=r&sig=Muqlos6mwAQ0b%2Bvu5%2BYyPp7FciKpQZXqLQHiIXYuErk%3D). 2. In the side panel, go to **Feature Management > Call Analysis**. 3. On the *Call Analysis* screen that opens, turn on the **Enable Second Chance Leads** toggle. ![Enable Second Chance Leads](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/set-up-second-chance-leads-for-contact-center-pro-image-hi5m3xup.png?sv=2026-02-06&spr=https&st=2026-10-16T12%3A08%3A06Z&se=2026-10-16T13%3A08%3A06Z&sr=c&sp=r&sig=Muqlos6mwAQ0b%2Bvu5%2BYyPp7FciKpQZXqLQHiIXYuErk%3D) 4. When finished, click **Save**. ## Customize your After Call Work Time 1. In the *After Call Work Time* section, enter the number of minutes agents have to classify a call after it ends. After this time, the system checks if the call qualifies as a Second Chance Lead. ![In the After Call Work Time section, enter the number of minutes agents have to classify a call after it ends](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/set-up-second-chance-leads-for-contact-center-pro-image-byvloqn4.png?sv=2026-02-06&spr=https&st=2026-10-16T12%3A08%3A06Z&se=2026-10-16T13%3A08%3A06Z&sr=c&sp=r&sig=Muqlos6mwAQ0b%2Bvu5%2BYyPp7FciKpQZXqLQHiIXYuErk%3D) 2. When finished, click **Save**. ## Customize Cold Leads settings 1. In the *Cold Leads* section, enter how many days it takes for a Second Chance Lead to be marked as cold and moved to the *Cold* tab in *Urgent Follow Ups*. ![In the Cold Leads section, enter how many days it takes for a Second Chance Lead to be marked as cold and moved to the Cold tab in Urgent Follow Ups](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/set-up-second-chance-leads-for-contact-center-pro-image-ahziypev.png?sv=2026-02-06&spr=https&st=2026-10-16T12%3A08%3A06Z&se=2026-10-16T13%3A08%3A06Z&sr=c&sp=r&sig=Muqlos6mwAQ0b%2Bvu5%2BYyPp7FciKpQZXqLQHiIXYuErk%3D) 2. When finished, click **Save**. ## Manage SCL Follow-Up permissions Give your agents permission to edit Second Chance Leads in *Urgent Follow Ups*. In Enterprise Hub, these permissions are assigned based on user roles. 1. In Enterprise Hub, go to the *User Management* module. ![In Enterprise Hub, go to the User Management module](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/set-up-second-chance-leads-for-contact-center-pro-image-dfyu9xyd.png?sv=2026-02-06&spr=https&st=2026-10-16T12%3A08%3A06Z&se=2026-10-16T13%3A08%3A06Z&sr=c&sp=r&sig=Muqlos6mwAQ0b%2Bvu5%2BYyPp7FciKpQZXqLQHiIXYuErk%3D) 2. On the *User Management* screen that opens, select **Roles**. 3. Select a user role you want to edit or [create a new one](/v1/docs/create-and-edit-user-roles-in-enterprise-hub). 4. Go to the **EnterpriseHub permissions** tab. 5. In the *Contact Center Pro* section, select **Edit Second Chance Leads**. ![In the Contact Center Pro section, select Edit Second Chance Leads.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/set-up-second-chance-leads-for-contact-center-pro-image-uemsiejf.png?sv=2026-02-06&spr=https&st=2026-10-16T12%3A08%3A06Z&se=2026-10-16T13%3A08%3A06Z&sr=c&sp=r&sig=Muqlos6mwAQ0b%2Bvu5%2BYyPp7FciKpQZXqLQHiIXYuErk%3D) 6. When finished, click **Save Changes**. ## Want to learn more? - See [Contact Center Pro](/v1/docs/contact-center-pro) - See [View and manage Second Chance Leads in Contact Center Pro](/v1/docs/view-and-manage-second-chance-leads-in-contact-center-pro) - See [View and manage Abandoned Calls](/v1/docs/view-and-manage-second-chance-leads-in-contact-center-pro) - See [Set call routing rules in Contact Center Pro](/v1/docs/set-call-routing-rules-in-contact-center-pro) 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) Time a CSR has after hanging up to log notes and classify the call before the next one connects. **What it does:** Gives CSRs structured wrap-up time after each call, reducing errors and ensuring accurate data entry. **Also called:** Post-call wrap-up time **Tags:** Contact Center Pro [See the full glossary →](https://help.servicetitan.com/docs/glossary-overview) **a.k.a.** ACW 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 ServiceTitan's integrated phone system that routes calls, records conversations, and connects call data to job and customer records. **What it does:** Gives businesses a CSR productivity platform with call tracking, recording, and booking analytics built into the same system as their jobs. **Also called:** ST Phones, Integrated phone system **Tags:** Phones Pro [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)