Overview
The Call Journey report provides a comprehensive, event-by-event view of inbound call flows. This helps you uncover why calls were routed a certain way or left unanswered. Read the dataset definitions of this report type to better understand the results.
Who uses this feature
Administrators and managers
Applies to all business types
Applies to all trades
Feature configuration
Contact Center Pro is currently in Early Access and is subject to change. If you want to enable this feature for your account, book a demo here.
The Rollup Reporting permissions are required to use this feature. Please contact the account administrator on your team. For more information, see Contact Center Pro Permissions.
Things to know
You can now combine templates, which is especially useful for adding KPIs from other datasets into your report. For more, see Use Multi-Template Reports.
Ensure the View All Newly Added Datasets permission is enabled for your user role if you don't see Contact Center Pro reports in Rollup Reporting.
Filter report results
After you've created a report, apply general filters to narrow down the results.
From the Network / Tenant dropdown, select the ServiceTitan account you want the report to reflect.
Use the Call Types dropdown to select the call type.
From the Event Types dropdown, select which events should be displayed in the report results.
Use the From–To dropdown to set the date range for the report results.
Use the Event Details field to filter the report by attributes such as agent, queue, or IVR options selected. Event Details are tied to the Event Type shown in the report.
Caution: In the Call Journey report, each row represents one step in a call. The steps are listed in the order they happened. The filters at the top work at the call level: if any step in a call matches your filter, all steps for that call are shown.
Tip: To filter individual steps instead, use the filters at the top of each column in the table.
Run the report
Click Run Report to generate the report results. The report shows one row per step in each call, listed in the order they occurred—for example, first Conversation Started, then Agent Offered, and so on.
Tip: For a cleaner, more organized view, drag the Call SIP or Display ID column header to the bar above the report. This groups all rows by that column.
For more, see Run, filter, and export Rollup reports.
Understand report results
Your report results are shown in a table based on the filters you set. By default, the Call Journey report includes the following columns:
Call Details
Call SID: A unique system-generated Session Identifier assigned to each call. This ID ensures every event can be accurately linked back to the specific call it occurred on.
Display ID: The Contact Center Pro display identifier associated with the call.
Tenant: The name of the ServiceTitan account where the call was handled.
Destination Number: The tracking phone number the caller dialed.
Caller Number: The phone number of the person who initiated the call.
Customer: The customer record name linked to the call, when available.
Event Details
Step Number: The event's position in the overall event sequence for the call.
Timestamp: When the event happened, shown as a full date and time—for example, 12/2/2025 2:32:10 PM.
Event Type: The high-level category describing the type of event.
Event Detail: Extra information about each event, based on its Event Type. You can use the Event Details field to filter the report by things like which agent handled it, which queue it was in, and which IVR options were selected.
Time in Step: How much time passed since the previous event, shown as hours, minutes, and seconds. If two events have the same timestamp, this shows >1s.
