Contact Center Pro glossary

Overview

In Contact Center Pro, you may come across various terms related to call center operations, performance metrics, and system features. Use this glossary to understand what each term means and how it applies to your day-to-day work on the platform.

General

• All Tenants: Refers to all ServiceTitan accounts associated with your business. This can include multiple locations, brands, or divisions under a single corporate umbrella. Individual tenant accounts are also known as core accounts.

• Inbox: A unified interface where your team can efficiently manage customer interactions. Agents can respond to calls and access customer and location records. For more, see Contact Center Pro Inbox overview.

• Queue: A specific holding area where inbound tasks are received and assigned based on priority. For more, see Set up queues in Contact Center Pro.

• Queue Monitoring: Real-time insights into your call center operations. Managers can view live metrics, such as agent availability, call volume and average wait time, helping them make timely decisions to optimize performance. For more, see Call Center Monitoring overview.

• Conversation History: A comprehensive record of all interactions associated with your dedicated queues. For more, see Conversation History overview.

• Abandoned Calls: The calls that entered a queue but were disconnected before an agent could respond. The Abandoned Calls tab allows you to identify trends, follow up with customers, and reduce missed opportunities. For more, see View and manage Abandoned Calls.        

  • Open: Calls under 24 hours.

  • Cold: Calls over 24 hours.

  • Done: Calls that have been marked as Resolved or Dismissed.

• Second Chance Leads: A feature that automatically reviews unbooked, not a lead, or excused calls to surface high-potential follow-ups. Second Chance Leads leverages automation to recover missed revenue opportunities with minimal manual effort. For more, see View and manage Second Chance Leads in Contact Center Pro.        

  • Open: All new customer conversations that haven't been marked as Resolved or Dismissed.

  • Cold: Leads that have remained unreviewed for over seven days. Cold leads can still be revisited, followed up on, or dismissed based on relevance.

  • Done: All past communications marked as Resolved or Dismissed.

• Voice Agents: AI-powered voice assistants that use natural language processing and Titan Intelligence (TI) to handle routine tasks. They can book jobs, flag spam calls, and provide support during high call volumes or after hours. For more, see Configure your Voice Agent settings.

Agent statuses

• Available: Ready to receive calls routed to your company's queues.        

  Note: Set this when logging in to receive inbound calls from your assigned queues. You can still receive transfers or direct calls while on a queue call, but you won't get another queue call until you're free. If you are on an outbound call but in Available status, you will still receive Queue calls.

• Wrap Up: Indicates you're finishing your current task. This status is set automatically and cannot be manually selected.

• Extended Wrap Up: Gives additional time after completing a task. You can manually select this status.

• Break: Taking a short break.

• Away from Desk: Temporarily unavailable but not logged out.

• Unavailable: Set automatically in certain situations, such as missing a call. You can also set this manually.

• Offline: Used when you're done for the day and not available for calls.

Call flow

• Inbound calls: Calls that come in as Entry points assigned to each workflow. These calls count towards agent metrics and are tracked in Rollup reporting.

• Make a Call Bar: Allows outbound calls or transfers to a queue or employees. The Calling From dropdown allows agents to select which caller ID to use by listing the name of the core ServiceTitan tenant account. For more, see Place outbound calls through Contact Center Pro.        

  Note: Outbound calls made directly from the keypad using your assigned direct line are not tracked and require permissions to be used.

• Direct Line Number: A personal phone number assigned to an employee. Calls to this line are considered private and are excluded from company-wide analytics or call reporting.

Contact Center Pro settings

User management

• Seat Level: The type of license assigned to the employees— Basic or Advanced. This determines what features and capabilities are accessible, with advanced seats offering more robust functionality.

• Direct Line Number: A personal phone number assigned to an employee. Calls to this line are considered private and are excluded from company-wide analytics or call reporting.

• Queue Assignments: Indicates the call queues the employee is assigned to, which determines the calls they can receive or manage.

• E911 Address: The physical address assigned to an employee's phone line for emergency services (Enhanced 911). It ensures that emergency responders can locate employees if a 911 call is made from the system.

• Outbound call bar/keypad: A dial pad interface that allows CSRs to place outgoing calls to external numbers directly from the platform.

For more, see View and edit employee information through User Management.

Call routing

• Workflows: A structured process that determines how inbound communications are managed and directed within your system. Workflows can include steps, such as assigning calls to queues, triggering automated responses, involving Voice Agents or escalating to specific teams based on conditions.

• Entry Points: ServiceTitan tracking phone numbers assigned to a routing workflow to determine which campaign numbers follow the routing rules.

• Endpoints: The final destinations in a routing workflow, which can include queues, voicemail boxes, or external phone numbers.

• Preset Days/Times: Lets you define main business hours, set exceptions for holidays or closures, and apply fallback rules for any other unspecified times.

For more, see Set call routing rules in Contact Center Pro.

Enterprise Hub

• Enterprise Hub: A centralized portal for managing multiple ServiceTitan tenants – brands or locations. It provides a unified view and administrative control over employee permissions, data, and configurations. For more, see Enterprise Hub.

• User Management: An Enterprise Hub module for managing employee accounts, including creating, editing, deactivating, and assigning roles and permissions.        

  • Enterprise Hub Roles: Sets of permissions that determine an employee's level of access in Enterprise Hub. Roles are assigned to employees to improve the process of granting permissions. For more, see Create and edit user roles in Enterprise Hub.

  • Enterprise Hub Permissions: Specific access rights that let an employee perform certain actions within Enterprise Hub. For more, see Set up Enterprise Hub role permissions.

  • ServiceTitan Permissions: Access rights that control what an employee can do within their ServiceTitan account. For more, see Set up Enterprise Hub role permissions.

• My Tenants: A module in Enterprise Hub that lists all the ServiceTitan tenants an employee has permission to access. This simplifies moving between different ServiceTitan accounts. For more, see Manage tenants in Enterprise Hub.

• Rollup Reporting: Provides a consolidated view of key business metrics across the entire enterprise. For more see, Rollup Reporting.

Want to learn more?

• See Contact Center Pro

• See Enterprise Hub