These improvements to Contact Center Pro give you clearer reports, real-time daily performance insight, and a cleaner conversation history.
What's changing?
We updated the Contact Center Pro to help you complete work faster and with fewer errors. Changes include:
Update Existing CC Pro Reports for completeness and clarity: Improves Contact Center Pro Tenant and Agent Performance reports by aligning metric labels with accurate calculations and adding missing fields so totals match and you can trust the numbers.
Daily performance widget: Adds a daily widget to Call Center Monitoring that refreshes every five minutes to show key call metrics like Average Talk Time, Booking Rate, Abandoned Rate, and Average Wait Time so you can track performance throughout the day.
Improve accuracy of inbound call counts in CC Pro: Outbound calling from ServiceTitan Core will no longer create a duplicate inbound call record in CC Pro. Inbound call records will now match between ServiceTitan Core and CC Pro reporting.
Resources
Understand Tenant Performance report results in Contact Center Pro
Understand Agent Performance report results in Contact Center Pro
Who uses this feature
All business types
Administrators and managers
Region availability: All regions.
How to Prepare?
Have an administrator reach out to Support or your Customer Success Manager (CSM) to have CC Pro enabled.
Train managers on the new date fields. They need to update their existing reports to include the new columns. To do this, open the report and click Edit Report in Rollup Reporting. In the edit view, you will see the new columns listed and can choose which ones to add to your report.
Align your internal reporting process with the new reconciled totals.
Review permissions to confirm the right team members can access these reports.