Mandatory Workflow Change

This change will automatically apply to all customers who have this feature enabled at the time of this release. Review the changes below.

Manage Voice Intelligence permissions in ServiceTitan before they leave Contact Center Pro

This enhancement brings Voice Intelligence permissions into one place, the Role Permissions screen in ServiceTitan, so you always know which setting controls who sees your call data.

Available inProMax

Feature type

Enhancement

Industry

All business types

Roles

Administrators

Region

United StatesCanada

What's changing

Today, Voice Intelligence permissions appear in two places: the ServiceTitan Permissions tab in Contact Center Pro, and Settings > People > Role Permissions in ServiceTitan. Nothing about how they work changes in this release. In the next release, the Voice Intelligence entries are removed from Contact Center Pro, and the Role Permissions screen in ServiceTitan Settings becomes the only place to manage them. Use this release to move your roles over so your team keeps the access it needs.

How to prepare

Mark the next release on your calendar. Nothing changes in this release. In the next release, Voice Intelligence permissions are removed from the ServiceTitan Permissions tab in Contact Center Pro.

Review every role in ServiceTitan now. Go to Settings > Role Permissions, select a role, and open the Voice Intelligence section. Do not assume the access you set in Contact Center Pro already appears here. Check each role that should see call analysis, scorecards, or coaching data.

Grant the permissions each role needs. These are existing permissions in ServiceTitan, and each is off by default for all roles.

General: View Call Analysis, View Call Insights
Settings: View Exclusion List, Edit Exclusion List, View Scorecards, Edit Scorecards, View Agent Teams, Edit Agent Teams
Coaching Hub: View CSR Leaderboard, View Team Coaching Hub, View All Individuals Performance, View Own Performance Only

Make Voice Intelligence permission changes in ServiceTitan only. Tell everyone who manages roles to stop changing these permissions in Contact Center Pro. This builds the habit before the Contact Center Pro entries go away, and it helps make sure no one on your team loses access to Voice Intelligence after the next release.

Bookmark any knowledge base articles or Academy videos for team training.