--- title: "Understand Call Journey report results in Contact Center Pro" slug: "understand-call-journey-report-results-in-contact-center-pro" tags: ["Area - Contact Center Pro", "Focus - Construction", "Focus - Service Replacement", "Role - Admin", "Type - Commercial", "Type - Residential"] updated: 2026-04-25T16:46:55Z published: 2026-04-25T16:46:55Z --- > ## 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. # Understand Call Journey report results in Contact Center Pro ## Overview The *Call Journey* report provides a comprehensive, event-by-event view of inbound call flows. This helps you uncover why calls were routed a certain way or left unanswered. [Read the dataset definitions of this report type](https://help.servicetitan.com/#understand-report-results) to better understand the results. --- ### #### Who uses this feature - Administrators and managers - Applies to all business types - Applies to all trades #### Feature configuration - Contact Center Pro is currently in Early Access and is subject to change. If you want to enable this feature for your account, book a demo [here](https://www.servicetitan.com/features/pro/contact-center). - The *Rollup Reporting* permissions are required to use this feature. Please contact the account administrator on your team. For more information, see [Contact Center Pro Permissions](/v1/docs/manage-contact-center-pro-permissions). ## Things to know - You can now combine templates, which is especially useful for adding KPIs from other datasets into your report. For more, see [Use Multi-Template Reports](/v1/docs/use-multi-template-reports). - Ensure the *View All Newly Added Datasets* permission is enabled for your user role if you don't see Contact Center Pro reports in *Rollup Reporting*. ## Filter report results After you've [created a report](/v1/docs/use-rollup-reporting-for-contact-center-pro), apply general filters to narrow down the results. 1. From the **Network / Tenant** dropdown, select the ServiceTitan account you want the report to reflect. 2. Use the **Call Types** dropdown to select the call type. 3. From the **Event Types** dropdown, select which events should be displayed in the report results. 4. Use the **From–To** dropdown to set the date range for the report results. 5. Use the **Event Details** field to filter the report by attributes such as agent, queue, or IVR options selected. *Event Details* are tied to the *Event Type* shown in the report. ![Filters for network, call types, and event details with specific date range selected.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/understand-call-journey-report-results-in-contact-center-pro-image-e3spuldn.png) > [!WARNING] > **Caution:** In the *Call Journey* report, each row represents one step in a call. The steps are listed in the order they happened. The filters at the top work at the call level: if any step in a call matches your filter, all steps for that call are shown. > [!TIP] > **Tip:** To filter individual steps instead, use the filters at the top of each column in the table. ## Run the report Click **Run Report** to generate the report results. The report shows one row per step in each call, listed in the order they occurred—for example, first *Conversation Started*, then *Agent Offered*, and so on.![Table displaying call details including step numbers and event types for TitanHomeServices.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/understand-call-journey-report-results-in-contact-center-pro-image-s9l2qt6n.png) > [!TIP] > **Tip:** For a cleaner, more organized view, drag the **Call SIP** or **Display ID** column header to the bar above the report. This groups all rows by that column. ![Table displaying call details grouped by Call SID with various associated information.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/understand-call-journey-report-results-in-contact-center-pro-image-1715oq3b.png) For more, see [Run, filter, and export Rollup reports](/v1/docs/run-filter-and-export-rollup-reports). ## Understand report results Your report results are shown in a table based on the filters you set. By default, the *Call Journey* report includes the following columns: ### Call Details - **Call SID:** A unique system-generated *Session Identifier* assigned to each call. This ID ensures every event can be accurately linked back to the specific call it occurred on. - **Display ID:** The Contact Center Pro display identifier associated with the call. - **Tenant:** The name of the ServiceTitan account where the call was handled. - **Destination Number:** The tracking phone number the caller dialed. - **Caller Number:** The phone number of the person who initiated the call. - **Customer:** The customer record name linked to the call, when available. ### Event Details - **Step Number:** The event's position in the overall event sequence for the call. - **Timestamp:** When the event happened, shown as a full date and time—for example, 12/2/2025 2:32:10 PM. - **Event Type:** The high-level category describing the type of event. - **Event Detail:** Extra information about each event, based on its *Event Type*. You can use the Event Details field to filter the report by things like which agent handled it, which queue it was in, and which IVR options were selected. - **Time in Step:** How much time passed since the previous event, shown as hours, minutes, and seconds. If two events have the same timestamp, this shows *>1s*.![Overview of call and event details with various checked fields for data entry.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/understand-call-journey-report-results-in-contact-center-pro-image-ru4qlj39.png) ## Want to learn more? - See [Run, filter, and export reports](/v1/docs/run-report) - See [Edit report sharing settings](/v1/docs/edit-report-sharing-settings) - See [Schedule Rollup reports](/v1/docs/schedule-rollup-reports) - See [Contact Center Pro Landing Page](/v1/docs/contact-center-pro)