Run a network test in Contact Center Pro

Coming ST-80

Overview

The network test is a built-in check inside the Contact Center Pro webphone. Customer service representatives (CSRs) run it to confirm their connection can carry a clear call. In about 30 seconds, it returns a Good, Fair, or Poor result so agents can fix a weak connection before it costs them a call.

Who uses this feature

Administrators and Customer Service Representatives (CSRs)
Applies to all business types
Applies to all trades

Feature configuration

Contact Center Pro requires an Enterprise Hub network. Contact your Customer Success Manager or Pro Account Manager to request a network.
The Run Network Test permission is required to use this feature. Please contact the account administrator on your team.
Users must be on a Basic or Advanced seat. Free-seat users do not have phone access and do not see this option.

Things to know

The test takes about 30 seconds. Your status shows as Unavailable while it runs.
On a Good or Fair result, your previous status returns automatically.
On a Poor result, you stay Unavailable. Return yourself to Available when you are ready.
You cannot start the test during an active call. An incoming call can cancel a test in progress.
The test call does not appear in your call logs or conversation history.
ServiceTitan does not save your results. Download the report if you need to keep or share it.
The test is a snapshot of your network at that moment. Re-run it as often as you need.

Best practices

Run the test at the start of your shift, before you go Available.
Run it again whenever call quality drops during the day.
Run it on the network and the computer you actually take calls on.
Re-run the test at the time of day when calls sound worst. That tells you whether the problem is persistent.
Download the report and send it to your IT team when the result is Fair or Poor.
Have new agents run the test on their first day.
Run the test after any network change, such as a new internet provider or a new router.

Use cases

A CSR starting an early shift confirms the connection is Good before the morning rush.
A CSR working from home during a storm gets a Poor result and switches to a wired connection.
A call center manager collects reports from every workstation after a new internet provider is installed.
A team lead has one CSR with choppy audio run the test, then sends the report to IT to isolate the problem.
A CSR runs the test before a block of scheduled outbound calls so a weak connection does not interrupt a contract conversation.
A field office on a temporary connection runs the test each morning to confirm the site can still support calls.

Step 1: Enable the Run Network Test permission

Contact Center Pro permissions are managed in Enterprise Hub, not in ServiceTitan Settings. An Enterprise Hub administrator must enable this permission for each role that needs it.

Go to enterprise-hub.servicetitan.com and sign in with your credentials.
Click User Management.
In the User Management screen that opens, select Roles.
Select the role you want to enable the permission for, or create a new role. For more, see Create and edit user roles in Enterprise Hub.
Go to the EnterpriseHub permissions tab and search for network.
Under Contact Center Pro > General Permissions > Action Call Options, select Run Network Test.
When finished, click Save Changes.
Confirm the affected users are on a Basic or Advanced seat. Free-seat users do not have phone access and do not see the network test, whatever their role permissions.

Note: Affected users must sign out and sign back in before the permission takes effect.

Step 2: Run a network test

Run the test when you start your shift, or any time call quality drops.

In Contact Center Pro, go to the User menu.
Select Test Phone Connection.
Select Start Network Test.
Review your result. You get a Good, Fair, or Poor rating, plus a breakdown of packet loss, jitter, latency, and Mean Opinion Score (MOS).
If your result is Good or Fair, your previous status returns automatically. If your result is Poor, you stay Unavailable until you set yourself back to Available.
If your result is Fair or Poor, see Troubleshooting Voice Quality and Network Configuration for what each metric means and how to fix it.

Note: Your status changes to Unavailable while the test runs, so you are not offered a call mid-test.

Download your results

Download the report when you need your IT team or ServiceTitan Support to look at the details.

On the results screen, select Download Full Report.
Save the file. The report covers your network metrics, your connection type, and your audio output device.
Send the report to your IT team, or attach it when you open a case with ServiceTitan Support.

Tip: Include the Reference ID from the results screen when you contact Support. It lets the team find your specific test.

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