--- title: "Improve Contact Center Pro operations with enhanced reporting and workflow efficiency" slug: "improve-contact-center-pro-operations-enhanced-reporting-workflow-efficiency" tags: ["Area - Release Notes", "Role - All users", "Type - Commercial", "Type - Residential", "Focus - Construction", "Focus - Service Replacement"] updated: 2026-07-11T15:20:51Z published: 2026-07-11T15:20:51Z canonical: "help.servicetitan.com/improve-contact-center-pro-operations-enhanced-reporting-workflow-efficiency" stale: true --- > ## 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. # Improve Contact Center Pro operations with enhanced reporting and workflow efficiency 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. - For more, see [View and manage closed communications in Conversation History](/v1/docs/view-and-manage-closed-communications). - **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](/v1/docs/view-and-manage-abandoned-calls). - **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. - For more, see [Understand Tenant Performance report results in Contact Center Pro](/v1/docs/understand-tenant-performance-report-results-in-contact-center-pro). - **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. - For more, see: - [Understand Agent Performance report results in Contact Center Pro](/v1/docs/understand-agent-performance-report-results-in-contact-center-pro) - [Understand Tenant Performance report results in Contact Center Pro](/v1/docs/understand-tenant-performance-report-results-in-contact-center-pro) - [Understand Workflow IVR Report results in Contact Center Pro](/v1/docs/understand-workflow-ivr-report-results-in-contact-center-pro) - [Understand Agent Status Changes (Detailed) report results in Contact Center Pro](/v1/docs/understand-agent-status-changes-detailed-report-results-in-contact-center-pro) - **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? 1. Bookmark the Contact Center Pro reporting section to access the enhanced filters and metrics. 2. Train managers and supervisors on the new time-of-day filtering options to help them analyze call patterns during specific hours. 3. Review your current abandoned follow-up workflow and communicate to your team that follow-ups will now close automatically after successful callbacks. 4. Identify which queue-specific metrics matter most to your operation and plan to use the new queue filter in the Tenant Performance report. 5. Familiarize yourself with the relabeled metrics and new columns in the Tenant and Agent Performance reports to ensure consistent reporting across your team. 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 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) Automated phone menu that greets callers and routes them to the right team or queue based on their input. **What it does:** Reduces hold times and misrouted calls by intelligently directing customers to the appropriate CSR or department. **Also called:** Phone tree, Auto-attendant **Tags:** Phones Pro, Contact Center Pro [See the full glossary →](https://help.servicetitan.com/docs/glossary-overview) **a.k.a.** Interactive Voice Response