Overview
Contact Center Pro Abandoned Calls tab tracks all incoming calls that were not answered by a live agent, enabling managers and administrators to identify missed customer interactions. This information supports follow-up efforts and process improvements to reduce abandonment rates and recover potential revenue.
Who uses this feature
Customer Service Representatives (CSRs), administrators and managers
Applies to all business types
Feature configuration
This feature is currently in Early Access and is subject to change.
Contact Center Pro requires an Enterprise Hub network. Contact your Customer Success Manager or Pro Account Manager to request a network.
The Edit Abandoned Calls permission is required to use this feature. Please contact the account administrator on your team. For more, see Manage Contact Center Pro permissions.
Things to know
As a customer service representative, you can only view abandoned calls associated with the ServiceTitan accounts you have access to.
When following up on abandoned calls, the status updates to Callback Attempted as soon as the CSR initiates a click-to-call.
If a caller leaves a voicemail while in a queue, the call is not considered abandoned; instead, it is categorized under voicemails. The same applies to forwarded calls—if answered or a voicemail is left, no abandoned call follow-up is created.
In the Abandoned Calls follow-ups view, multiple calls from the same customer don't appear as separate entries—only one follow-up is shown, with a note of multiple attempts. Abandoned calls also appear in Conversation History, where all follow-ups are listed.
Abandoned Calls overview
The Abandoned Calls tab lets you view and manage calls that rang into one of your queues, but were disconnected before an agent could answer. It offers advanced filtering options, making it easy and efficient to locate and follow up on missed calls.
Access Abandoned Calls screen
Go to Contact Center Pro.
In the side panel, select Urgent Follow Ups > Abandoned Calls.
The Abandoned Calls screen opens which is organized into three distinct sections:
Open: Contains all new customer conversations that haven't been marked as Resolved or Dismissed.
Cold: Contains customer interactions that remain unreviewed for more than 24 hours. This keeps the Open tab focused on recent calls. Cold interactions can be revisited, followed up on, or dismissed as needed.
Done: Stores all past communications marked as Resolved or Dismissed.
Note: Calls in the Open and Done tabs are automatically resolved if the caller contacts again and speaks with an agent for more than 30 seconds. You'll see a Connected to an agent banner when you hover over the call.
Filter Abandoned Calls
Click Filter 
next to the column header to narrow down the displayed results. You can refine abandoned call details using the following filters:
Status: Indicates the current stage of the call, including New, Contact Attempted, Follow-up Needed, or Resolved. The status can be edited as needed.
Age: Tracks how much time has passed since the call ended.
Duration: The amount of time spent before the call got disconnected.
Example: If you notice all calls under 30 seconds are spam calls, filter to show only calls over 30 seconds.Account: Identifies the tenant account associated with the call.
Customer: Displays the customer's name, if available; otherwise, shows the phone number used to place the call.
Queue: Indicates which queue received the call.
Campaign: Shows the marketing campaign number the customer used to place the call.
Tip: For optimal results, start by filtering for a single Account. Certain filters require selecting a single account before they can be applied.
Tip: You can download the Abandoned Calls report results with all active filters and date ranges applied as a CSV or XLSX file for offline analysis.
Manage Abandoned Call Details
After you've applied your filters, hover over the desired call and click View to access detailed information.
In the Abandoned Call Details flyout that opens, you can find the following information:
Overview
Status: Indicates the current follow-up stage of the abandoned call. To change the status, click Edit
, then select one of these options, and confirm your action: New
Contact Attempted
Follow-up Needed
Resolved
Age: Displays how much time has passed since the call ended. Hover for the exact date and time.
Duration: The length of time the call lasted before it was disconnected without being answered.
Number dialed: The tracking number the customer called to reach your business.
Queue: The call queue the customer was routed to before disconnecting.
Campaign: Identifies the marketing campaign associated with the tracking number the customer used to place the call.
Customer
Phone Number: The number the customer called from. Click the number to place an outbound call and follow up with the customer.
Account: The name of the company (tenant) the customer reached out to. Click to open your Enterprise Hub network in a new tab.
Customer: The customer profile attached to the call. Click to open the customer record in a new tab.
Note: Displayed information depends on call data and may differ by call. For example, if the customer account is unknown, only the number and the tenant account name appear.
Note: If multiple matches are found, the system will notify you of a possible incorrect customer match. To update, click Change customer and select from the suggested options.
Dismiss Abandoned Calls
You can easily dismiss the conversation if you believe it can't be converted into a job.
Go to Contact Center Pro.
In the side panel, select Urgent Follow Ups > Abandoned Calls.
Locate the conversation you want to dismiss and click View > Dismiss.
