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.

Coming soon: The permissions that control call recordings and transcripts are moving from Enterprise Hub to ServiceTitan in an upcoming release. After the change, Contact Center Pro follows whatever is set in ServiceTitan. Review your roles now so the right people keep access. For more, see Prepare for the call recording and transcript permission change.

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.

• Four permissions that control access to call recordings and transcripts are moving from Enterprise Hub to ServiceTitan in an upcoming release. Until then, keep managing them in Enterprise Hub as you do today.

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.

Prepare for the call recording and transcript permission change

In an upcoming release, four permissions that control access to call recordings and transcripts move from Enterprise Hub into ServiceTitan. This change puts access to call data in one place, so you manage it once rather than in two systems.

Until that release, keep managing these permissions in Enterprise Hub as you do today. Nothing has changed yet.

What changes

Today, two Contact Center Pro permissions cover both recordings and transcripts. After the move, four separate ServiceTitan permissions cover them individually:

Caution: Because each Contact Center Pro permission becomes two ServiceTitan permissions, a role that has the right access today may need both new permissions to keep it. Review every role rather than assuming access carries over.

What to do now

1. List the roles that currently hold Listen to Call Recordings or Download transcripts and call records in Enterprise Hub.

2. For each role, decide which of the four permissions it should hold after the change. Consider listening and viewing separately from downloading.

3. Check the same roles in ServiceTitan, since access to call recordings and transcripts will be managed there.

4. Note any role that should lose access. The move is a good point to tighten who can download recordings and transcripts.

Full step-by-step instructions will be published when the change goes live.

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.

  • Claim and Action Task-Outbound Calls: Allows the employee to claim and act on outbound call tasks assigned to them through the task queue.

  • Make Outbound Calls from Direct Line: Allows the employee to place outbound calls using their personal direct line, rather than a shared queue number.

  • Offer calls when on a non-queue call: Allows the employee to receive queue calls while already on a call that originated outside of a queue (for example, a direct line or outbound call).

  • Can directly call or transfer a call to technicians: Allows active users to directly call or transfer a call to technicians, without using the keypad.

  • Call or transfer to employees on a call: Allows the employee to call or transfer an active call to another employee who is already on a call.

  • Can transfer calls directly to another queue: Allows the employee to transfer an active call directly to a different queue, bypassing manual agent selection.

  • Run Network Test: Allows the user to run a network and audio quality diagnostic from the profile menu. The test is not a call and does not appear in call logs.

• View & Action Conversations:

  • Listen to Call Recordings: Allows the employee to listen to call recordings and see transcripts in the Conversation History screen. This permission is moving to ServiceTitan in an upcoming release.

  • Edit Call Classifications: Allows user to modify/reclassify the Call Reason & Call Type from Conversation History.

  • 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. This permission is moving to ServiceTitan in an upcoming release.

• View and Action All Follow Ups:

  • 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.

  • 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 Voice Agent Follow Ups: Allows the employee to access and edit follow-up tasks generated by the AI Voice Agent, including reviewing escalated calls and updating their status.

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

  • Assign Follow Ups to Others: Allows the employee to assign or unassign a voicemail follow-up for themselves and for other employees.

• 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.

• Voice Intelligence:

  • View Call Analysis: Allows the employee to access the Call Analysis screen with a filterable table of analyzed calls, including call information and AI-generated analysis.

  • View Insights: Allows the employee to access the Insights screen with post-call summary reports and CSR performance data.

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 User Voicemail Boxes: Allows the employee to assign or remove the group voicemail boxes another user can access, in the Voicemails section of the User Details screen in User Management.

  • Edit User 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.

  • Edit Call Recording Settings: Allows the admin to configure call recording settings, including Global, Queue, Individual Defaults as well as the Exclusion List.

• View & Edit Feature Management:

  • View All Feature Settings: Allows admins to view all Feature Management settings within Contact Center Pro, without the ability to make changes.

  • Edit TI, Follow Up, & Reporting Settings: Allows users to configure settings related to Titan Intelligence (TI). 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.

  • Edit Inbox Task Card Settings: Allows admins to configure how task cards are displayed within the inbox.

    Edit Voice Agent Settings: Allows the admin to configure and update voice agent settings.

• View Reports:

  • View Voice Agent Dashboard: Allows the employee to access the Voice Agent Dashboard, which provides a centralized view of AI Voice Agent performance, including booking rates, calls handled, revenue, call outcomes, and escalation reasons.

FAQ

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