--- title: "Technician’s Close or Conversion Rate does not look correct" slug: "technician-s-close-or-conversion-rate-does-not-look-correct" updated: 2026-10-15T01:23:20Z published: 2026-10-15T01:23:20Z canonical: "help.servicetitan.com/technician-s-close-or-conversion-rate-does-not-look-correct" --- > ## Documentation Index > Fetch the complete documentation index at: https://help.servicetitan.com/llms.txt > Use this file to discover all available pages before exploring further. # Technician’s Close or Conversion Rate does not look correct ## Introduction When a technician’s Close or Conversion Rates look incorrect, this is usually due to a misunderstanding of how each rate is calculated. This article contains troubleshooting steps you can take to ensure both rates are calculated properly and definitions to help you understand how the rates are calculated. ## Problem While looking at the Close and Conversation Rates for your jobs, you think the rates might be incorrect. ## Solution ### The cause for Close and Conversion Rates looking incorrect is usually due to a misunderstanding of how each rate is calculated. Review the concepts in this article to understand: - Definitions of Close and Conversion Rates - How to build a Close vs. Conversion Rate report - Definition of a Sold threshold ### Definitions of Close and Conversion Rates #### Close Rate - Exclusive to sales and estimates. - This is the success percentage of a sales technician selling estimates. #### Conversion Rate - Exclusive to revenue and invoices. - This is the success percentage of a technician to increase the amount of, and then perform work on invoices. ### Troubleshooting Steps To troubleshoot: 1. Review the definitions of Close and Conversion Rates (listed above) to understand how they work. 2. Go to **Dashboard > Technician Scorecard**. 3. Select a technician to see a detailed view of their scorecard. 4. Review the scorecard and look for the individual job or jobs where Close and Conversion Rates are being calculated. 5. After you have identified the jobs where you feel the Close or Conversion Rates are incorrect, review the job type to make sure the [Sold Threshold](/construction/docs/what-s-a-sold-threshold) and *No Charge/Unconvertible* settings are correct. 6. To review the *Sold Threshold* and *No Charge/Unconvertible* settings for a [job type](/construction/docs/set-up-and-use-job-types), go to **Settings > Operations > Job Types** and then click **Edit** next to the job type you want to review. #### Sold Threshold The *Sold Threshold* should be set to $1 above a typical dispatch fee. The Sold Threshold is set individually for each job type. To edit a job type, go to **Settings > Operations > Job Types > Edit**. #### No Charge/Unconvertible Select the **No Charge/Unconvertible** setting if the job is *not* an opportunity to bring in revenue. Deselect the **No Charge/Unconvertible** setting if the job *is* an opportunity to bring in revenue. To illustrate how this all works, you can build a *Close vs. Conversion Rate* report by following the steps below. ### How to build a Close vs. Conversion Rate report To build a custom report for Close and Conversion Rates: 1. Go to **Reports > Create Report**. 2. Click **Sales, Opportunities and Revenue > Technician Performance**. > **Note:** For more on the Technician Performance report template, see [Technician Performance report template](/construction/docs/technician-performance-report-template) . 3. Next to *Selected Columns*, click **Deselect All**, then search for and select the following columns: 1. Completed Jobs 2. Converted jobs 3. Opportunity 4. Sales opportunity 5. Closed Opportunities 6. Completed Revenue 7. Opportunity Conversion Rate 8. Total Sales 9. Close Rate 10. Billable Efficiency 11. Net Billable Hour Efficiency 4. Click **Next**. 5. In the **Name** field, enter *Sales vs. Revenue*. 6. In the **Category** field, select **Other**. 7. Select if you want to share this report with others, then click **Save**. 8. On the report screen that opens, rearrange the columns in the following order: 1. Completed Jobs (optional) 2. Sales Opportunity 3. Closed Opportunities 4. Close Rate 5. Total Sales (optional) 6. Converted Jobs 7. Opportunity 8. Opportunity Conversion Rate 9. Completed Revenue 10. Billable Efficiency 11. Net Billable Hour Efficiency 9. Click **Save Changes**, select the date range, then click **Run Report**. ### Concept: Definition of a Sold Threshold The Sold Threshold is the minimum amount required for the job to be considered sold. For sales reporting purposes, set the amount to $1 over the diagnostic or standard call fee. If you leave it at $0, every job would be marked converted, which would cause the conversion and close rates to be incorrect. **A Sold Threshold is:** - Associated with all job types. - Used at the same time by the close rate and conversion rate. - Used by the close and conversion rates when determining a closed or converted job. **Estimates and the Sold Threshold** - If a technician goes to a job that is an opportunity, meaning it’s not a no charge, recall or warranty job, it is an opportunity for a conversion, and a Sales Opportunity for a Close at the same time. - To count as a Close, an estimate must have a subtotal greater than the Sold Threshold. - When the estimate reaches the Sold Threshold, it counts as a Closed Sales Opportunity. **Opportunities and the Sold Threshold** - If a technician is on a job with a Sold Threshold of $1, and it’s an Opportunity, as well as the technician having an invoice with a subtotal of, equal to, or above $1, it becomes a Converted Opportunity. - Even if that job is marked a ***No Charge/Non Opportunity***, a Converted Job will always be an Opportunity. This also increases the Conversion Rate. **Perform Work Now and the Sold Threshold** - If the technician sells an estimate, most likely the estimate is going to be over the Sold Threshold. Therefore, when the technician selects ***Perform Work Now*** and the estimate items transfer to the invoice, the invoice also meets the Sold Threshold. - Because of this, both the Close and Conversion rates are affected. The estimate is Closed and the job is Converted. **Work Done Later and the Sold Threshold** - If work is done later, with an estimate subtotal of items that is over the Sold Threshold, it counts as a Close. - Because those items on the estimate are work that is to be performed later, the invoice on that first job will be $0. - ServiceTitan automatically changes jobs to unconvertable for the Conversion Rate, only if there is a Sold estimate that is performed later. **Sold Threshold set at $0** - A Sold Threshold on any job type should never be set to $0. - The Sold Threshold should always be at least $.01, with no exception, to ensure the Conversion Rate is not calculated incorrectly. Doing so causes inaccurate conversion rate reporting, as a $0 invoice counts as a conversion, regardless of a ***No Charge*** status (it will also make that job a conversion in the process). **Sold Threshold Changes** - Changes to the Sold Threshold in the job type settings are retroactive. - Customers should not worry if they discover the wrong Sold Threshold. - Rerunning reports and refreshing the dashboard shows the metrics updated with the new settings. ### Related Content - [Technician Performance Board (M) Report Guide](/construction/docs/technician-performance-board-m-legacy-report) - [Technician Close Rate by Job Type Report Guide](/construction/docs/technician-close-rate-by-job-type-legacy-report) The minimum subtotal dollar amount when you consider a job or estimate to be converted. When an invoice subtotal on completed job meets the sold threshold, it's considered a converted job. When an estimate meets the sold threshold, it's considered a closed estimate. [Learn more →](https://help.servicetitan.com/docs/servicetitan-glossary) · [See the full glossary →](https://help.servicetitan.com/docs/glossary-overview) A job with an invoice subtotal greater than or equal to the sold threshold. [Learn more →](https://help.servicetitan.com/docs/servicetitan-glossary) · [See the full glossary →](https://help.servicetitan.com/docs/glossary-overview) A sales technician is dispatched to a marketing lead or technician-generated lead—these are sales opportunities. What this triggers in ServiceTitan When the sales technician creates one or more estimates for the customer, the opportunity appears Follow Ups. The opportunity includes all estimates created for that job. [Learn more →](https://help.servicetitan.com/docs/understanding-sales-vocab) · [See the full glossary →](https://help.servicetitan.com/docs/glossary-overview) A sales tech sells an estimate. -or- A service, maintenance, or install tech sells an estimate. -or- A CSR sells an estimate over the phone. Let's say the estimate total is below the sold threshold (the customer wants to schedule the work, but hasn't fully decided). [Learn more →](https://help.servicetitan.com/docs/understanding-estimates-vocab) · [See the full glossary →](https://help.servicetitan.com/docs/glossary-overview)