--- title: "Use Rollup Reporting for Contact Center Pro" slug: "use-rollup-reporting-for-contact-center-pro" updated: 2026-07-11T15:27:20Z published: 2026-07-11T15:27:20Z canonical: "help.servicetitan.com/use-rollup-reporting-for-contact-center-pro" stale: true --- > ## 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. # Use Rollup Reporting for Contact Center Pro ## Overview Use [Rollup Reporting](https://enterprise-hub.servicetitan.com/#/rollups/reports) to create custom reports on your contact center performance. The new *Contact Center Pro* report templates offer insights into agent activity and overall call trends, helping you monitor service levels, transfer rates, and abandon rates to improve call handling efficiency. --- ### #### 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/create-and-run-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*. ## Contact Center Pro report templates Contact Center Pro introduces new report templates you can use to create custom [Rollup Reports](https://enterprise-hub.servicetitan.com/#/rollups/reports): - [Contact Center Pro: Agent Performance Report](/v1/docs/understand-agent-performance-report-results-in-contact-center-pro): Provides a focused view of individual agent activity across inbound and outbound calls. This report type allows for accurate measurement of workload management, responsiveness, and post-call processes. - [Contact Center Pro: Tenant Performance Report](/v1/docs/understand-tenant-performance-report-results-in-contact-center-pro): Offers a comprehensive analysis of overall contact center activity, including all agent-handled calls and transfers. By providing a full picture of call flow and customer experience at the organizational level, this report supports decision-making around staffing, Queue configuration, training needs, and overall service quality improvements. - [Contact Center Pro: Queue Performance Report](/v1/docs/understand-queue-performance-report-results-in-contact-center-pro-1): Provides a high-level view of call center operations across individual queues. This report type allows for accurate measurement of call volume, abandonment rates, service level compliance, and routing efficiency. - [Contact Center Pro: Agent Status Changes (Detailed)](/v1/docs/understand-agent-status-changes-detailed-report-results-in-contact-center-pro): Shows a timestamped log of every status change for each agent throughout the day. It enables precise tracking for incident investigation. - [Contact Center Pro: Call Journey Report](/v1/docs/understand-call-journey-report-results-in-contact-center-pro): Provides a comprehensive, event-by-event view of inbound call flows, helping you uncover why calls were routed a certain way or left unanswered. - [Contact Center Pro: Workflow IVR Report](/v1/docs/understand-workflow-ivr-report-results-in-contact-center-pro): Delivers a summarized view of how callers move through your [Automated Response Menu (IVR)](/v1/docs/set-up-your-ivr-routing-in-contact-center-pro), highlighting common navigation paths, drop-off points, and how menu selections relate to call outcomes. These reports support: - **Performance Management**: Identify coaching needs and recognize top performers. - **Operational Efficiency**: Highlight opportunities to optimize staffing and workflows. - **Accountability**: Ensure transparency and track service level compliance. - **Customer Experience**: Detect bottlenecks and reduce abandonment rates. - **Strategic Planning**: Drive informed decisions on resources and long-term improvements. ## Create reports 1. In your [Enterprise Hub](https://enterprise-hub.servicetitan.com/#/) account, select **Rollup Reporting**. ![Rollup Reporting feature allows users to create and access reports across tenants.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/use-rollup-reporting-for-contact-center-pro-image-9103hcuc.png) 2. Click **Create Report**. 3. On the *New Report* screen that opens, select your report type and report template: 1. Choose **All** as the report type. 2. Under *Select a report template*, select **Contact Center Pro** report types. 3. Under *Columns to be displayed in the report*, select which columns you want to include in your report. You can always add and remove columns later. By default, all KPIs are selected. ![Creating a report in ServiceTitan, selecting tenant performance and call details.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/use-rollup-reporting-for-contact-center-pro-image-z7qv10n3.png) 4. When you're done selecting columns, click **Next**. 5. On the *Set Details* screen, configure the following fields: 1. **Name**: Enter the name of the report. 2. **Category**: Select the appropriate category from the dropdown list to determine where the report will be listed. 3. (Optional) **Description**: Provide a brief description of the report. ![Creating a new report with agent metrics and description fields in ServiceTitan.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/use-rollup-reporting-for-contact-center-pro-image-9zes4f4t.png) 6. Click **Next** to continue. 7. On the *Members & Access* screen, select the employees who should have access to the report. > [!NOTE] > **Note:** You can always edit the sharing settings later and give individual permissions to each member. For more information, see [Create a report](/v1/docs/create-a-report#edit-report-sharing-settings). ![Selecting members for access in ServiceTitan report creation interface.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/use-rollup-reporting-for-contact-center-pro-image-093ayyr3.png) 8. When you're done, click **Save**. The report view opens, where you can generate the results by clicking **Run Report**.![Agent Performance Report interface showing filters, user details, and call statistics.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/use-rollup-reporting-for-contact-center-pro-image-kqnote9e.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) 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 Automated phone menu that greets callers and routes them to the right team or queue based on their input. **What it does:** Reduces hold times and misrouted calls by intelligently directing customers to the appropriate CSR or department. **Also called:** Phone tree, Auto-attendant **Tags:** Phones Pro, Contact Center Pro [See the full glossary →](https://help.servicetitan.com/docs/glossary-overview) **a.k.a.** Interactive Voice Response