Overview
Every Queue call should be classified after it ends—unless the caller hangs up, the call results in a booked job, or it's automatically excused. Accurate call classification helps managers track call outcomes, measure team performance, and ensure reliable reporting.
Caution: All classifications must be completed in Contact Center Pro, not the ServiceTitan Call Booking screen.
Who uses this feature
Customer service representatives (CSRs)
Applies to all business types
Feature configuration
Contact Center Pro is currently in Early Access and available for specific accounts. It is subject to change. If you want to enable this feature for your account, book a demo here.
Contact Center Pro requires an Enterprise Hub network. Contact your Customer Success Manager or Pro Account Manager to request a network.
Things to know
Contact Center Pro agents can have post-call wrap-up time to classify and close their tasks. Enable Wrap Up Time when setting up your call queues. The wrap-up time starts automatically after you end the call.
Set up call reasons in your ServiceTitan account to properly close and classify unbooked calls. The call reason you select determines whether the call is marked as a Lead or Not a lead.
Abandoned or unanswered calls can affect reporting accuracy and business operations. Ensure you monitor and manage abandoned calls.
Close and classify completed calls
After the call ends, select a call reason, add notes if needed, and finalize the call classification:
On the call bar, click End Call to finish the conversation with the customer.
Click Close. On the Close and Classify Call screen that opens, you can see the remaining wrap-up time.
Select the Call Reason from the dropdown.
(Optional) In the Notes field, enter additional information for context.
When finished, click Close and classify.
Note: Selecting a call reason may not always be necessary. For example, if the call was Booked or Excused, then this step is not required.
After you close and classify the call, the system shows a pop-up confirming the call was completed.
Note: If you need more time to complete job actions, manually set the Extended Wrap Up status when it's finished.
Reclassify and edit calls
If a call is classified incorrectly, you can reclassify it at any time. To do this, go to Contact Center Pro, and click Conversation History.
The Conversation History screen opens and includes two tabs:
Closed: Serves as the repository for all calls that have been ended and closed by the agent, including calls that may not have been dispositioned yet.
Open: Shows ended calls that were not marked as Closed or manually classified. This view lets you monitor completed customer interactions to ensure that all calls have been classified. By default, the Open tab is filtered by calls marked as Unbooked and Not a Lead.
Select the Closed or Open tab, depending on the type of call you need to reclassify, then:
Select the conversation you want to reclassify.
On the Conversation Details screen that opens, go to the Type & Reason section and click Edit
.From the Type dropdown, select the new call type:
Excused - Not service request: The call is reclassified as an Excused Call.
Excused - Existing job: The call is attached to the existing job record specified.
Unbooked: The call is reclassified as an Unbooked Call.
Booked: The call is reclassified as a Booked Call. Enter the job number of the job that was booked.
From the Reason dropdown, select a call reason. These options are based on the Call Reasons configured in your settings.
Note: If the call is tied to a booked or existing job, only the job record is specified—not the call reason.
(Optional) Enter Reclassification Notes to provide additional context for your team.
When finished, click Confirm
.
