Service Titan Knowledge Base

Manage call center alertsLast updated on 03/22/2022

In ServiceTitan Phones Pro, you can set alerts for your call centers. You can send alerts by text message, email, a Slack channel, or set a custom list of recipients to push alerts to any other assigned admin or supervisor.


Things to know

  • Phones Pro customers using the Pro and Enterprise plans can use call center alerts.

  • If no agents are on duty, you can receive an email with an alert of who the last agent on duty was and the reason for that agent going off duty.

  • As a Call Center Supervisor, you can monitor all agents and calls. Call center supervisors can also view the live sentiment and purpose of calls while they're taking place.

  • As a Call Center Supervisor, you can set a CSR to available or unavailable


Open call center settings

  1. Go to the navigation bar and click Phones Pro phones.png to open the embedded dialer. Note: If you don’t have the embedded dialer enabled, sign in to your Dialpad account and skip to step four.

  2. In the Phones Pro embedded dialer, click the Wrench icon.

    Phone Preferences opens.

  3. Click View Dialpad Settings.

    Your Dialpad profile opens in a new tab.

  4. In Dialpad, go to Call Centers.

  5. Select a call center.

  6. Click Alerts.

    Alerts opens.


Set alerts for your call center

To set alerts for your call center:

  1. In Dialpad, go to Admin Settings>Call Centers.

  2. Scroll to Dashboard and Alerts.

    In the Dashboard and Alerts section, you can find a set of alert options.

Short abandoned call threshold

In the Short Abandoned Call Threshold section, you can set a threshold that determines which calls are considered as Short abandoned. When a caller hangs up within a specific time period that you defined, the call will be considered as Short abandoned, and the call is excluded from your service level calculations.

Note: Supervisors can set this threshold between 0 and 60 seconds.

To set a short abandoned call alert:

  1. Go to the Short Abandoned Call Threshold section.

  2. Click Edit.

    Short Abandoned Call Threshold opens.

  3. Enter the short abandoned call time in seconds.

  4. When you’re done, click Close.

Service level

Service level alerts help you ensure that inbound calls are answered in a timely manner. If there is a welcome greeting, the length of the greeting is included in the duration. This also applies if the call is routed to a hold queue.

To set a service level alert:

  1. Go to the Service Level section.

  2. Click Edit Alert.

    Service Level Alert Settings opens.

To set a service level alert:

  1. Set seconds within which CSRs should answer inbound calls.

  2. Set the threshold for the percentage of calls to meet the set time above.

  3. Turn on notifications. Notification options appear.

    You can notify all supervisors by selecting the following options: email, text, and slack. You can select and notify a list of recipients by adding people from the dropdown.

  4. You can notify recipients by email or text message.

  5. You can delete recipients by clicking Remove.

  6. When you’re done, click Close.

Agent duty status

You can customize how to receive notifications if no agents are on duty while your call center is open. You can also customize how to receive notifications if agents are set to an off-duty status while your call center is open.

To set an on-duty agent alert:

  1. Go to the No Agents On-Duty section.

  2. Click Edit Alert.

    No agents on duty alert settings screen opens.

  3. Turn on notifications. Notification options appear.

  4. You can notify all supervisors by selecting the following options: email, text, and slack.

  5. You can select and notify a list of recipients by adding people from the dropdown.

  6. You can notify recipients by email or text message.

  7. You can delete recipients by clicking Remove.

  8. When you’re done, click Close.

To set an off-duty agent alert:

  1. Go to the Agents Off-Duty section.

  2. Click Edit Alert.

    Agents Off-Duty Alert Settings opens.

    Follow the same steps described in the No Agents On Duty section to set off-duty agents notifications.

Call queue size

Call queue size allows you to know when your hold queue limit is reached. It also can be triggered if the hold queue size decreases from the threshold and then hits the limit again.

To set a call queue size alert:

  1. Go to the Call Queue Size section.

  2. Click Edit Alert.

    Call Queue Size Alert Settings opens.

To set a call queue level alert:

  1. Set a threshold for the calls to be queued.

  2. Turn on notifications. Notification options appear.

    You can notify all supervisors by selecting the following options: email, text, and slack. You can select and notify a list of recipients by adding people from the dropdown.

  3. You can notify recipients by email or text message.

  4. You can delete recipients by clicking Remove.

  5. When you’re done, click Close.

Wait time

Wait time allows you to know when the current longest hold time reaches a certain length.

To set a wait time alert:

  1. Go to the Wait Time section.

  2. Click Edit Alert.

    Wait Time Alert Settings opens.

To set a wait time alert:

  1. Set the threshold for the wait time in minutes and seconds.

  2. Turn on notifications. Notification options appear.

    You can notify all supervisors by selecting the following options: email, text, and slack. You can select and notify a list of recipients by adding people from the dropdown.

  3. You can notify recipients by email or text message.

  4. You can delete recipients by clicking Remove.

  5. When you’re done, click Close.


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Important note: Some features may not be currently included in your account and additional configuration may be required. Please contact technical support for details.