Overview
The Tenant Performance report provides a comprehensive analysis of contact center operations, including all agent-handled calls and transfers to deliver a complete view of call flow and customer experience. Review the dataset definitions below to better interpret report metrics and make data-driven decisions.
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.
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.
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.
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, apply filters to narrow down the results.
From the Network/Tenant dropdown, select the specific ServiceTitan account you want the report to reflect.
Use the Queues dropdown to filter the report to the queues you choose, letting you analyze performance metrics for specific teams or call segments.
Note: This filter is specific to the Agent and Tenant Performance reports only.
Use the From - To dropdown, set the date range for the report results.
Use the calendar to select a specific date range and then click Apply.
Use the left menu to select a preset date range:
Today: From 12:00 AM to the current time.
Yesterday: Previous day, from 12:00 AM to 11:59 PM.
This Week: From Monday through Sunday of the current week.
Week to Date: From Monday through the current date of the current week.
Last 7 Days: Previous seven days, including today.
Last 14 Days: Previous 14 days, including today.
Last 30 Days: Previous 30 days, including today.
Month to Date: From the first of the current month to the current day.
Last Month: Entire month before the current month. For example, if the date is February 5, the entire month of January.
Last 90 Days: Previous 90 days, including today.
This Quarter: Current quarter, including future dates. For example, if the date is April 25, from April 1 - June 30.
Last Quarter: Entire quarter before the current quarter. For example, if the date is April 25, from January 1 - March 31.
Quarter to Date: From the first day of the current quarter to the current day.
Year to Date: From January 1 of the current year to the current day.
Last 365 Days: Previous 365 days, including today.
Last Year: From January 1 of the previous year to December 31.
Use the From (Time) - To (Time) dropdowns to set the exact time range for the report results.
Use the Time Interval dropdown to select how granular you want the data to be broken down in your report.
Total (Default): Displays cumulative values across the selected time range. Use this if you want an overall summary without time-based segmentation.
Daily: Breaks down the data by day. Use this if you're analyzing trends or performance over a range of days.
Hourly: Breaks down the data by hour. Use this if you need to track performance throughout the day.
In the Service Level Compliance field, enter the maximum response time in seconds for a call to be considered SLA-compliant.
In the Abandon Threshold field, enter the minimum call duration in seconds before it is counted as abandoned.
For more information, see Run, filter, and export Rollup reports.
Understand report results
Your report results display in a table based on the filters you set. By default, the Tenant Performance report includes the following columns:
Tenant Details
Tenant: The ServiceTitan account for which the overall call handling and operational performance are being measured.
Call Details
Total Calls: The total number of calls associated with your specific tenant account. It includes all calls where the Tenant ID matches the tenant being viewed, with no additional filtering applied.
Answered Queue Calls: The number of inbound calls received by the tenant that were handled by a human agent. The inbound call must not be marked as internal or Direct Dial (DID), and it must include at least one human agent to confirm it was answered.
Calculation: [Inbound Calls with a Human Agent] - [Internal Calls] - [DID Calls]
Inbound Calls: The total number of inbound calls received by the tenant. To be included, a call must not be identified as Internal.
Calculation: [Count of Inbound Calls] - [Internal Calls]
Outbound Calls: The total number of outbound calls made within the tenant. To be included, a call must not be identified as Internal.
Calculation: [Count of Outbound Calls] - [Internal Calls]
Single-Agent Inbound Calls: The total number of inbound calls associated with the tenant that involve only one human participant.
Single-Agent Outbound Calls: The total number of outbound calls associated with the tenant that involve only one human participant.
Virtual Agent Calls: The total number of calls associated with the tenant that include at least one voice agent participant. The call may be inbound or outbound and may include additional human participants.
Calculation: [Count of Calls with At Least 1 Virtual Agent]
Virtual Agent Only Calls: The total number of calls associated with the tenant that are handled exclusively by a voice agent. To qualify, the call must include at least one Virtual Agent participant and must not include any human agent participants.
Single Agent Calls: The total number of calls associated with the tenant that involve only one human participant. The call may be inbound or outbound.
Internal Calls: The total number of calls associated with the tenant in which two employees called each other.
Answered Internal Calls: The total number of answered internal calls in the selected tenant. A call qualifies if it is marked as internal and either includes at least one agent participant or is not classified as Abandoned.
Calculation: [Count of Calls Classified as Internal with At Least 1 Agent] + [Count of Calls Classified as Internal with Classification ≠ Abandoned]
Inbound Direct Line Calls: The total number of inbound calls associated with the tenant that are identified as Direct Line (DID). To qualify, the inbound call must be made to an employee's Direct Line number, and must not be categorized as internal.
Calculation: [Count of Inbound Calls Classified as DID] - [Internal Calls]
Answered Direct Line Calls: The total number of inbound Direct Line (DID) calls in the selected tenant that were successfully answered. A call qualifies if it is classified as DID, not marked as internal, and not labeled as Abandoned.
Calculation: [Count of Inbound Calls Classified as DID] - [Internal Calls] - [Abandoned Direct Line Calls]
Transfer Details
Total Transfer Calls: The number of calls associated with the tenant that involve two or more participants, indicating that a transfer or multi-party interaction occurred. A participant may be an office employee or a voice agent. To qualify, the call must have at least two participants and must not be identified as internal.
Calculation: [Count of Calls with Participant Count ≥ 2 (Agent or VA)] - [Internal Calls]
Virtual Agent Transfers: The total number of transfer calls within the selected tenant that include at least one voice agent (VA). Internal calls are excluded.
Calculation: [Count of Calls with Participant Count ≥ 2 and At Least 1 Virtual Agent] - [Internal Calls]
Inbound Transferred Calls: The number of inbound calls associated with the tenant that involve two or more participants, indicating that a transfer or multi-party interaction occurred. A participant may be an office employee or a voice agent. To qualify, the call must have at least two participants and must not be identified as internal.
Calculation: [Count of Inbound Calls with Participant Count ≥ 2 (Agent or VA)] - [Internal Calls]
Outbound Transferred Calls: The number of outbound calls associated with the tenant that involve two or more participants, indicating that a transfer or multi-party interaction occurred. A participant may be an office employee or a voice agent. To qualify, the call must have at least two participants and must not be identified as internal.
Calculation: [Count of Outbound Calls with Participant Count ≥ 2 (Agent or VA)] - [Internal Calls]
Transfer Rate: The percentage of total calls that involved a transfer. It reflects how often calls include two or more participants, indicating a transfer or multi-party interaction. The result is displayed as a percentage.
Calculation: [Total Transfer Calls] / [Total Calls] × 100
Inbound Agent Transfer Rate: The percentage of inbound calls that were transferred to another agent.
Calculation: [Inbound Agent Transfer Calls] / [Total Inbound Calls] × 100
Outbound Agent Transfer Rate: The percentage of outbound calls that were transferred to another agent.
Calculation: [Outbound Agent Transfer Calls] / [Total Outbound Calls] × 100
Unanswered Calls
Forwarded Out Calls: The total number of calls associated with the tenant that were forwarded externally without being handled by an agent or a voice agent (VA). May have been answered after forwarding or not.
Forwarded Out Answered Calls: The total number of inbound calls within the selected tenant that were forwarded out and successfully answered.
Voicemail Calls: The total number of inbound calls within the selected tenant that were not answered and ended after the customer left a voicemail. Outbound calls are not included.
Total Unanswered Calls: The total number of inbound calls within the selected tenant that were not answered. A qualifying call must be classified as inbound and must have no participants associated. Includes calls that have gone to voicemail or been forwarded out.
Call Type Abandoned: The total number of calls within the selected tenant that are classified as Abandoned regardless of if they were answered or not.
True Abandoned Calls: The total number of inbound voice calls within the selected tenant that are considered abandoned by Contact Center Pro. A qualifying call must meet the configured Abandon Threshold, have no participants, and must not be identified as Voicemail or Forwarded Out.
True Abandoned Under Threshold: The total number of the inbound calls that were missed but ended before reaching the configured Abandon Threshold. These calls were not answered and were not sent to voicemail or forwarded out.
Average Duration To True Abandon: The average amount of time a caller remains on an inbound call that is ultimately classified as a True Abandoned Call. The result is displayed in HH:MM:SS format.
Abandonment Rate: The percentage of inbound calls that were not answered and were abandoned by the caller. Only calls that exceed the configured abandon threshold (default 5 seconds) are included. The result is displayed as a percentage.
Tenant Performance
Average Talk Time: The average amount of time agents spend speaking with customers on inbound calls. It measures the duration from when the agent answers the call until the call is disconnected. This KPI only includes inbound calls handled by a single human agent. The result is displayed in HH:MM:SS format.
Average Handle Time: The average time a single human agent spends handling a completed inbound call, including talk time and wrap-up time, measured from answer to completion. The result is displayed in HH:MM:SS format.
Average Response Time: The average time it takes for a call coming into a workflow and the first agent answering it, including any greetings or Automated Response Menu (IVR) times. The result is displayed in HH:MM:SS format.
Average After Call Work Time: The average amount of time an agent spends completing wrap-up tasks after an inbound call ends. This includes time spent closing and classifying the call. This KPI only includes completed inbound calls handled by a single human agent. The result is displayed in HH:MM:SS format.
Service Level Compliance For Queues: Measures how consistently your team answers inbound queue calls within your target response time. Response time is calculated from when the call enters the workflow to when an agent answers it. A call is considered compliant when it is answered in less than or equal to the defined SLA threshold, which defaults to 20 seconds unless configured otherwise. This KPI helps you understand how well your team is meeting customer expectations for speed of answer. The final value is expressed as a percentage.
