These improvements to Contact Center Pro add new filtering options, automatic follow-up closure, and expanded reporting metrics to help you manage your contact center more effectively.
What's changing?
We've introduced several enhancements, including:
Filter for Virtual Agent conversations: You can now filter the Conversation History table for Virtual Agent (VA) conversations. Virtual Agents are separated by tenant within the agent filter, even when they share the same name.
Abandoned follow-ups automatically close: When a number linked to an open or cold abandoned follow-up calls back and connects to an agent for at least 30 seconds, the follow-up automatically closes as resolved and moves to done. They will also be auto-closed if any of the original calls tied to that follow up are reclassified to any status other than abandoned.
For more, see View and manage Abandoned Calls in Contact Center Pro.
Queue filter shows abandoned calls: In the Tenant Performance report, the Queue filter now shows which abandoned calls were attributed to that queue based on the last queue before abandonment.
Time filters on all reports: You can now filter all reports by time of day and date range to analyze call patterns during specific hours.
Fix: Outbound calls from ServiceTitan Core will no longer show a secondary inbound call record in Core. This improves inbound call reporting accuracy in Core reports including the Calls report. (Fix in Contact Center Pro call records/reporting coming soon).
Who uses this feature
All business types
Administrators, Managers, CSRs
Region availability: All regions
How to Prepare?
Bookmark the Contact Center Pro reporting section to access the enhanced filters and metrics.
Train managers and supervisors on the new time-of-day filtering options to help them analyze call patterns during specific hours.
Review your current abandoned follow-up workflow and communicate to your team that follow-ups will now close automatically after successful callbacks.
Identify which queue-specific metrics matter most to your operation and plan to use the new queue filter in the Tenant Performance report.
Familiarize yourself with the relabeled metrics and new columns in the Tenant and Agent Performance reports to ensure consistent reporting across your team.