Manage Contact Center Pro permissions

Overview

You can only edit Contact Center Pro user permissions in Enterprise Hub. This article provides all the essential information about the permissions required to use Contact Center Pro.

Caution: Some permissions you see in the product may not be functional, as Contact Center Pro is still in the development stages. This article outlines all currently available permissions.

Things to know

• Similar to other permissions in the Enterprise Hub, Contact Center Pro permissions are linked to roles instead of individual users. These roles are custom-made by an administrator or team manager, and assigned to each user. For more, see Create and edit user roles in Enterprise Hub and Set up Enterprise Hub role permissions.

• Contact Center Pro permissions are separated into two sections, General and Admin permissions.        

  • General permissions include actions for all Customer Service Representative (CSR) and Manager screens.

  • Admin permissions include all actions for global settings and all administrator screens.

• All regular ServiceTitan permissions for your Contact Center Pro users will now be managed through Enterprise Hub roles, under the ServiceTitan permissions tab.

• Permissions are organized into levels, with broad permissions and their related sub-permissions. Selecting a permission automatically includes all related sub-permissions, simplifying access management.

Access Enterprise Hub permissions

Access Enterprise Hub permissions by going to enterprise-hub.servicetitan.com and logging in with your credentials.

1. Click User Management. 

2. In the User Management screen that opens, select Roles.

3. Create or edit an existing role. For more, see Create and edit user roles in Enterprise Hub.

Contact Center Pro General permissions

Contact Center Pro general permissions refer to the access and actions available to the office employees. These permissions define what CSRs and managers can see, do, or change.

• Action Call Options:        

  • Make Outbound Calls: Allows the employee to place an outbound call by clicking Make a Call or using the Click-to-Call function.

• View & Action Queue Monitoring:        

  • View Queue Monitoring: Allows the employee to view the Queue Monitoring page.

  • View Queue Monitoring Agent Activity: Allows the employee to select a queue to view a table of all the assigned agents and their activity, with access to the agent flyout by selecting any agent.

  • Edit Queue Monitoring Agent Activity & Tasks: Allows the employee to edit agent status.

• View & Action Conversations:        

  • Listen to Call Recordings: Allows the employee to listen to call recordings and see transcripts in the Conversation History screen.

  • View AI Analysis on User's Own Conversations: Allows the employee to edit the sentiment on closed conversations in which they took the call.

  • View & Edit AI Analysis of All Conversations: Allows the employee to edit the sentiment on any user's closed conversations.

  • Edit User's Own Historical Conversations: Allows the employee to edit their own closed conversations within the Conversation History. As the agent that originally took the call, they can edit the sentiment, call type, or call reason and also rate the summary for accuracy.

  • Edit All Historical Conversations: Allows the employee to edit any closed conversation, regardless of who took the call. They can edit the sentiment, call type, or call reason and also rate the summary for accuracy.

  • Download transcripts and call records: Allows the employee to download transcripts and audio recordings of calls for review.

• View and Action All Follow Ups:        

  • Edit Abandoned Calls: Allows the employee to access the Abandoned Call screen under Urgent Follow Ups and edit any editable fields within the tables or drawers in that section.

  • Edit Second Chance Leads: Allows the employee to access the Second Chance Leads screen under Urgent Follow Ups and edit any editable fields within the tables or drawers in that section.

Contact Center Pro Admin permissions

Admin permissions are elevated privileges for users with an Admin role, enabling them to manage the system, edit employee profiles, configure workflows, and make company-wide changes.

• View & Edit User Management:        

  • View All Users: Allows the employee to view the User Management section.

  • Edit User Queues: Allows the employee to edit the Queue Assignments section within the User Details screen.

  • Edit Seat Levels: Allows the employee to edit Seat Levels, Personal Line and Devices in the User Management screen.

  • Edit Virtual Agent Settings: Allows the employee to configure and update virtual agent settings.

• View & Edit All Telecom Pages:        

  • View Routing Workflows: Allows the employee to view all call routing workflows.

  • Edit Routing Workflows: Allows the employee to edit any call routing workflows, including adding new phone numbers and updating queue settings.

  • Edit Outbound Caller IDs: Allows the employee to modify the outbound caller IDs displayed during calls.

• View & Edit Feature Management:        

  • Edit TI, Follow Up, & Reporting Settings: Allows users to configure settings related to Titan Intelligence (TI), follow-up workflows, and reporting preferences. Currently, this only lets you customize how Second Chance Leads are managed.

  • Edit Data Sharing Settings: Allows admins to access the Data Integration screen and manage the toggle that controls sharing employee names with the Contact Center Pro mobile app.

Want to learn more?

• See Contact Center Pro

• See Manage users in Enterprise Hub

• See View and edit employee information through User Management

• See Manage queues and agents through Call Center Monitoring