--- title: "View and manage Second Chance Leads in Contact Center Pro" slug: "view-and-manage-second-chance-leads-in-contact-center-pro" updated: 2026-10-15T02:56:19Z published: 2026-10-15T02:56:19Z canonical: "help.servicetitan.com/view-and-manage-second-chance-leads-in-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. # View and manage Second Chance Leads in Contact Center Pro ## Overview Powered by [Titan Intelligence (TI)](/v1/docs/titan-intelligence-overview), Second Chance Leads (SCL) automatically reviews and flags Unbooked calls that can be recovered with a quick follow-up to the customer. It highlights only the most promising opportunities, enabling your team to focus on high-quality leads without extra effort. --- ### #### Who uses this feature - Administrators, CSRs, and managers - Applies to all business types #### Feature configuration - Contact Center Pro is currently in Early Access and is subject to change. Reach out to your Pro Account Manager for more information. - 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 *Edit Second Chance Leads* permission is required to use this feature. Please contact the account administrator on your team. For more information, see [Manage Contact Center Pro Permissions](/v1/docs/manage-contact-center-pro-permissions). ## Things to know - Second Chance Leads is available to those on [Basic Phones](/v1/docs/phones-1) and [Phones Pro](/v1/docs/phones-pro-1) as well. 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. ## Best practices - After you start using Second Chance Leads, keep the status up-to-date along with notes, so your team has full visibility. For example, if it's a lead but you don't want to follow up, select **Lead - not following up** to keep track of the lead. If it's not a valid lead, update the status to **Reviewed - not a lead**. > [!WARNING] > **Caution:** Only mark a lead as **Not a Lead** if it truly doesn't qualify. Mislabeling can reduce the system's accuracy in detecting real leads. - Ensure you have a process in place in case you need to leave a voicemail for the customer. Some considerations: - What should the outbound caller ID be? - What number do you want to leave on the voicemail for the customer to call back? - If you review the second chance lead, call the customer, and leave a voicemail, do you want the customer to call you back directly, call one of your tracking numbers and ask for you, or can any agent assist? ## Second Chance Leads overview The *Second Chance Leads* tab displays a prioritized list of unbooked calls identified as having potential for recovery through a follow-up. Each entry includes actionable options, allowing you to review call details, initiate a callback, update the lead status, or dismiss the opportunity as needed. ## Access the Second Chance Leads screen 1. Go to Contact Center Pro. 2. In the side panel, go to **Urgent Follow Ups > Second Chance Leads**. ![Second Chance Leads tab in CCP](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/view-and-manage-second-chance-leads-in-contact-center-pro-image-7g2adeaa.png?sv=2026-02-06&spr=https&st=2026-10-16T11%3A59%3A18Z&se=2026-10-16T12%3A59%3A18Z&sr=c&sp=r&sig=dPu9j%2B83UlXHkBTRjICLhiw9q8hGcy0Np2QGZf23pus%3D) The *Second Chance Leads* screen opens, structured into three sections: - **Open:** Contains all new customer conversations that haven't been marked as *Resolved* or *Dismissed*. - **Cold:** Displays leads that have remained unreviewed for the length of time set in the *Cold Leads* settings, helping you keep the *Open* tab focused on recent activity. You can still revisit Cold leads, follow up, or dismiss based on relevance. - **Done:** Stores all past communications marked as *Resolved* or *Dismissed*. ## Filter Second Chance Leads Click **Filter** ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/icon-filter-alt.png?sv=2026-02-06&spr=https&st=2026-10-16T11%3A59%3A18Z&se=2026-10-16T12%3A59%3A18Z&sr=c&sp=r&sig=dPu9j%2B83UlXHkBTRjICLhiw9q8hGcy0Np2QGZf23pus%3D) next to the column header to narrow the displayed results. You can refine call details using the following filters: - **Status:** Indicates the current stage of the lead. You can edit the status as needed. - **Notes:** Displays any notes left by the agent during call classification, providing additional context for the lead. - **Age:** Displays the call date and tracks how much time has passed since the call ended. - **Account:** Identifies the tenant account associated with the call. - **Customer:** Displays the customer's name, if available; otherwise, shows the phone number used to place the call. - **Type:** Represents the call type. ServiceTitan automatically classifies calls based on whether they were answered, their duration, and if they were booked. For more, see [Understand call classifications](/v1/docs/understand-call-classifications). - **Reason:** Indicates the reason selected during call classification, explaining why the call was not initially booked. - **Agent:** Displays the name of the agent who handled the call. > [!TIP] > **Tip:** For optimal results, start by filtering for a single account. Certain filters require selecting a single account before they can be applied. ![Second Chance Leads table](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/view-and-manage-second-chance-leads-in-contact-center-pro-image-dpi3bwpd.png?sv=2026-02-06&spr=https&st=2026-10-16T11%3A59%3A18Z&se=2026-10-16T12%3A59%3A18Z&sr=c&sp=r&sig=dPu9j%2B83UlXHkBTRjICLhiw9q8hGcy0Np2QGZf23pus%3D) ## View Second Chance Lead Details After you've applied your filters, hover over the desired call and click **View** to access detailed information. ![Hover over the desired call and click View to access detailed information](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/view-and-manage-second-chance-leads-in-contact-center-pro-image-uutxlinr.png?sv=2026-02-06&spr=https&st=2026-10-16T11%3A59%3A18Z&se=2026-10-16T12%3A59%3A18Z&sr=c&sp=r&sig=dPu9j%2B83UlXHkBTRjICLhiw9q8hGcy0Np2QGZf23pus%3D) In the *Second Chance Lead Details* flyout that opens, you can find the following information: - Overview - Customer information - Notes - Recording and Transcript ![Second Chance Lead Details flyout](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/view-and-manage-second-chance-leads-in-contact-center-pro-image-7bc5x6wr.png?sv=2026-02-06&spr=https&st=2026-10-16T11%3A59%3A18Z&se=2026-10-16T12%3A59%3A18Z&sr=c&sp=r&sig=dPu9j%2B83UlXHkBTRjICLhiw9q8hGcy0Np2QGZf23pus%3D) ## Overview - **Summary:** The summary of the call generated by [Titan Intelligence (TI)](/v1/docs/titan-intelligence-overview). - **Status:** Indicates the current follow-up stage of the lead. To update it, click **Edit** ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/icon-edit.png?sv=2026-02-06&spr=https&st=2026-10-16T11%3A59%3A18Z&se=2026-10-16T12%3A59%3A18Z&sr=c&sp=r&sig=dPu9j%2B83UlXHkBTRjICLhiw9q8hGcy0Np2QGZf23pus%3D) , and select a new status from the following options: - **New:** Default status for all newly flagged second chance leads. - **Lead - call back attempted:** Set automatically when you select **Call Customer Back** on the *Call Details* window. Stays in the *Open* tab. - **Lead - not able to save:** The call was a lead, but the agent couldn't book the job. Moves to the *Done* tab. - **Lead - not following up:** Select this status if it was a lead, but there is no need to call the customer back. For example, maybe too much time has passed, or the call type is not worth a follow-up despite it being a lead. Moves to the *Done* tab. - **Reviewed - not a lead:** Select this status when you know the call is not a lead and doesn't need a callback. For example, if a renter calls or the call is about an existing job. The call moves to the *Done* tab. The following statuses are automatically set on Second Chance Leads when they're marked as *Done*: - **Job booked by SCL:** A job was successfully booked through a follow-up. The call moves to the *Done* tab on the *Second Chance Leads* screen. - **Job booked elsewhere:** The job was booked before the follow-up was attempted. The call moves to the *Done* tab on the *Second Chance Leads* screen. ![Select the status and confirm your action](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/view-and-manage-second-chance-leads-in-contact-center-pro-image-v7rz3i2x.png?sv=2026-02-06&spr=https&st=2026-10-16T11%3A59%3A18Z&se=2026-10-16T12%3A59%3A18Z&sr=c&sp=r&sig=dPu9j%2B83UlXHkBTRjICLhiw9q8hGcy0Np2QGZf23pus%3D) - **Age:** Displays the call date and how much time has passed since the call ended. - **Call ID:** A unique identifier for the call for tracking and referencing specific interactions. - **Agent:** Shows the name of the agent who handled the call. - **Type:** Indicates the call classification—automatically determined based on factors like whether it was answered, duration, and booking status. - **Reason:** Displays the reason selected during call classification, explaining why the call wasn't booked. ![Second Chance Leads flyout](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/view-and-manage-second-chance-leads-in-contact-center-pro-image-nmy03i5w.png?sv=2026-02-06&spr=https&st=2026-10-16T11%3A59%3A18Z&se=2026-10-16T12%3A59%3A18Z&sr=c&sp=r&sig=dPu9j%2B83UlXHkBTRjICLhiw9q8hGcy0Np2QGZf23pus%3D) ## Customer - **Phone Number:** The number the customer called from. Click the number to place an outbound call and follow up with the customer. - **Account:** The name of the company (tenant) the customer reached out to. Click to open your Enterprise Hub network in a new tab. - **Customer:** The Customer Record attached to the call. Click to open the customer record in a new tab. - **Location:** The Location Record attached to the call. Click to open the location record in a new tab. - **Zone:** The geographic service zone assigned to the location, based on the address. ![SCL customer section](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/view-and-manage-second-chance-leads-in-contact-center-pro-image-xibv2dsc.png?sv=2026-02-06&spr=https&st=2026-10-16T11%3A59%3A18Z&se=2026-10-16T12%3A59%3A18Z&sr=c&sp=r&sig=dPu9j%2B83UlXHkBTRjICLhiw9q8hGcy0Np2QGZf23pus%3D) > [!NOTE] > **Note:** Displayed information depends on call data and may differ by call. For example, if the customer account is unknown, only the number and the tenant account name appear. > [!NOTE] > **Note:** If multiple matches are found, the system notifies you of a possible incorrect customer match. To update, click **Change customer** and select from the suggested options. ![Change Customer in SCL](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/view-and-manage-second-chance-leads-in-contact-center-pro-image-52jfb1hk.png?sv=2026-02-06&spr=https&st=2026-10-16T11%3A59%3A18Z&se=2026-10-16T12%3A59%3A18Z&sr=c&sp=r&sig=dPu9j%2B83UlXHkBTRjICLhiw9q8hGcy0Np2QGZf23pus%3D) ## Notes - **Original CSR Notes:** Notes entered by the agent during the initial call classification. - **Second Chance Lead Notes:** Notes added while reviewing the second chance lead. Click **Add Notes** to document follow-up actions or decisions. ![Click Add Notes in SCL](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/view-and-manage-second-chance-leads-in-contact-center-pro-image-cq1uuwpd.png?sv=2026-02-06&spr=https&st=2026-10-16T11%3A59%3A18Z&se=2026-10-16T12%3A59%3A18Z&sr=c&sp=r&sig=dPu9j%2B83UlXHkBTRjICLhiw9q8hGcy0Np2QGZf23pus%3D) > [!TIP] > **Tip:** Select **Copy to Customer notes** or **Copy to Location** notes to save the second chance notes to customer or location records. ## Recording and Transcript - **Recording:** An audio file of the conversation, if applicable. - **Transcript:** Summary or full text of the conversation, including timestamps. ![Recording and Transcript section](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/view-and-manage-second-chance-leads-in-contact-center-pro-image-z2xj9wfk.png?sv=2026-02-06&spr=https&st=2026-10-16T11%3A59%3A18Z&se=2026-10-16T12%3A59%3A18Z&sr=c&sp=r&sig=dPu9j%2B83UlXHkBTRjICLhiw9q8hGcy0Np2QGZf23pus%3D) > [!NOTE] > **Note:** You can download the transcripts of your conversations to your computer. ## Manage Second Chance Leads After reviewing the potential leads, you can follow up with a callback or dismiss the lead if no action is needed. 1. Go to Contact Center Pro. 2. In the side panel, go to **Urgent Follow Ups > Second Chance Leads**. 3. Find the conversation you want to review and click **View** next to it. 4. On the *Second Chance Lead Details* screen, review the call information and notes. 5. From this screen, you can follow up by clicking **Call Customer** or remove the lead by selecting **Dismiss**. ![Click Call Customer](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/view-and-manage-second-chance-leads-in-contact-center-pro-image-vht3sxhf.png?sv=2026-02-06&spr=https&st=2026-10-16T11%3A59%3A18Z&se=2026-10-16T12%3A59%3A18Z&sr=c&sp=r&sig=dPu9j%2B83UlXHkBTRjICLhiw9q8hGcy0Np2QGZf23pus%3D) ## Want to learn more? - See [Contact Center Pro](/v1/docs/contact-center-pro) - See [View and manage Abandoned Calls](/v1/docs/view-and-manage-abandoned-calls) - See [Set call routing rules in Contact Center Pro](/v1/docs/set-call-routing-rules-in-contact-center-pro) - See [Integrate Virtual Agent into your call routing](/v1/docs/integrate-voice-agents-into-your-routing-workflows) 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) 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) The top-level account in ServiceTitan representing a property owner or account holder, containing all locations, jobs, and history. **What it does:** Serves as the single source of truth for all customer interactions, history, and financial data. **Also called:** Customer account, Client record **Tags:** Core [See the full glossary →](https://help.servicetitan.com/docs/glossary-overview) A physical service address associated with a customer, containing all jobs, equipment, and history for that property. **What it does:** Separates service history by property so businesses serving customers with multiple locations can track work at each site. **Also called:** Service address, Property record **Tags:** Core [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)