Check your call quality before taking calls with the Network Test
The Network Test is a new built-in check inside the Contact Center Pro calling experience that lets your team confirm their connection can carry a clear call before they start taking calls.
Available inProMax
Feature type
New Feature
Industry
All business types
Roles
AdministratorsCSRs
Region
United StatesCanada
What's new
Before, checking a connection meant leaving ServiceTitan for a separate testing site, downloading a helper application, and running it with administrator rights, which took several minutes. Now you also have a Network Test built directly into the Contact Center Pro webphone. Open the User menu, select Test Phone Connection, then select Start Network Test to run a check that takes about 30 seconds and reports packet loss, jitter, latency, and Mean Opinion Score (MOS) as a Good, Fair, or Poor result. The external testing site remains available and is still the required check during pre-sales network verification.
Workflow comparison — before & after
← Before
✓ After
1.You notice call quality issues or want to check your connection before a shift.
1.In the Contact Center Pro webphone, open the User menu and select Test Phone Connection.
2.You navigate to an outside test page and download a helper application.
2.Select Start Network Test. Your status shows as Unavailable while the check runs, which takes about 30 seconds.
3.You run the helper as administrator and wait for a separate report.
3.Review the result. You get a Good, Fair, or Poor rating with a summary of packet loss, jitter, latency, and Mean Opinion Score (MOS).
4.If the result is Poor, you stay Unavailable so you do not pick up a call on a weak connection. Otherwise you return to your previous status.
5.Select Download Full Report to save a report covering your network metrics, connection type, and audio output device, which you can send to your IT team or ServiceTitan Support.
⚠ Checking your connection takes several minutes and requires leaving ServiceTitan.
✓ You catch connection problems before they cost you a call, without leaving ServiceTitan.
Resources
How it works for your industry
Residential Service and Replacement
- A customer service representative (CSR) starting an early shift runs the Network Test before the first calls of the day and confirms the connection is Good before the morning rush begins.
- A CSR working from home during a storm gets a Poor result, switches from wireless to a wired connection, and re-runs the check before taking bookings.
- A call center manager asks the team to run the check after a new internet provider is installed, then collects the downloaded reports to confirm every workstation is ready.
Commercial Service and Replacement
- A CSR handling maintenance agreement renewals runs the check before a block of scheduled outbound calls so a weak connection does not interrupt a contract conversation.
- A team lead notices choppy audio on a single workstation, has that CSR run the Network Test, and sends the downloaded report to the internal information technology (IT) team to narrow the problem to one desk.
- An office that has just added rooftop unit (RTU) service accounts brings on new CSRs and has each one run the check on their first day.
Residential Construction
- A CSR fielding homeowner questions about a build schedule runs the check before a long call so the conversation is not cut short by a dropped connection.
- A field office on a temporary connection runs the Network Test each morning to confirm the site connection still supports calls.
- A project coordinator sends a downloaded report to the internal information technology (IT) team after a router change to confirm nothing was affected.
Commercial Construction
- A CSR supporting several active job sites runs the check before a day of bid follow-up calls.
- An office manager overseeing multiple locations has each location run the Network Test after a network change, then compares the downloaded reports.
- A team working from a shared trailer office runs the check when audio problems start, and uses the Poor result to prompt an internal information technology (IT) review.
How to prepare
01
Have an Enterprise Hub administrator enable the Run Network Test permission for every role that should have access. Go to User Management > Roles, select the role, open the EnterpriseHub permissions tab, search for network, then under Contact Center Pro > General Permissions > Action Call Options, select Run Network Test and select Save Changes. This permission is new, controls access to the in-product Network Test, and is off by default for every role.
02
Confirm the people who need the Network Test are on a Basic or Advanced seat. People on a Free seat do not have phone access and do not see the option, whatever their role permissions.
03
Have affected people sign out and sign back in so the permission takes effect.
04
Tell your CSRs where to find the check, in the User menu under Test Phone Connection, and when to run it, such as at the start of a shift or when call quality drops.
05
Bookmark the Knowledge Base articles above for team training, and keep using the external network testing site for pre-sales network verification, which is unchanged.