Overview
With Contact Center Pro, you can update your status to reflect your availability, keeping the team informed about your activities and schedule.
Who uses this feature
Customer service representatives (CSRs)
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.
Things to know
To answer incoming calls that come into your call center through your call center's Queues, you need to be set to Available in Contact Center Pro. You will receive internal and direct line calls regardless of your status.
In Contact Center Pro, you can answer calls from any screen.
Inbox screen: Incoming calls always appear in the Assigned to you section.
Other screens: A pop-up displays the caller's name or number and the tenant account they called. You can accept or reject the call directly without leaving your current screen.
As soon as the call is answered, the agent is automatically connected to the ServiceTitan green call bubble, so no manual clicking is needed.
Contact Center Pro agents can have post-call wrap-up time to classify and close their tasks. The wrap-up time starts automatically after you end the call.
Agents can manage their workflow by updating their status at any time. If you finish a call and need a break, you can set your status to Break to ensure you aren't immediately offered another call. Or, if you finish your wrap-up work ahead of schedule, you can switch your status to Available and receive the next call sooner.
Set an availability status
Your status shows in the upper right corner. Default statuses include:
Available: Ready to receive calls routed to your company's Queues.
Note: Set this when logging in to receive calls from your assigned queues. You can still receive internal or direct calls while on a queue call, but you won't get another queue call until you're free. If you are on an outbound call but in Available status, you will still receive Queue calls.
Wrap Up: Indicates you're finishing your current task. This status is set automatically and cannot be manually selected.
Extended Wrap Up: Gives additional time after completing a task. You can manually select this status.
Break: Taking a short break.
Away from Desk: Temporarily unavailable but not logged out.
Unavailable: Set automatically in certain situations, such as missing a call. You can also set this manually. We recommend using this setting if you are making outbound calls and do not want to be disrupted by an incoming Queue call.
Offline: Used when you're done for the day and not available for calls.
To change your status:
Click the status dropdown in the upper right corner.
Select the status of your choice.
Tip: If your status looks stuck or out of sync, select Refresh User Status from your User Settings to resolve the issue. For more, see Resolve status sync issues in Contact Center Pro.
Wrap Up Time
After each call, you may have a designated wrap-up time based on your company's Queue settings. This time starts automatically when the call ends and allows you to complete tasks like booking jobs or adding notes. Be sure to classify calls before the wrap-up period ends to avoid disruptions from the next incoming call. If you finish early, you cannot exit the wrap-up time by changing your status.
Classifying calls
All queue calls must be classified after the call ends, unless the caller hangs up, they are booked into a job, or automatically excused.
Caution: All classifications must be completed in Contact Center Pro instead of the ServiceTitan Call Booking page.
To use the wrap-up time to classify the calls:
On the call bar, click End Call to finish the conversation with the customer.
Click Close Call to close and classify the call.
Note: On the Close and classify call screen that opens, you can see the remaining wrap-up time displayed.
Select the Call Reason from the dropdown.
Tip: Use the search bar to find the appropriate call reason easily.
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.
(Optional) Provide additional information in the Notes field.
When you're finished, click Close and classify.
The system will display a pop-up indicating that the call was completed.
Note: If you need more time to complete job actions, manually set the Extended Wrap Up status when it's finished.