View and manage Call Analysis in ServiceTitan

Overview

Call Analysis is the call-by-call view in Voice Intelligence. It lists every analyzed call in one table, so managers can coach agents, investigate lost bookings, and check outcomes without listening to recordings. Use Call Analysis to read transcripts, review scorecards, and see AI-generated summaries for any individual call.

Things to know

• The table shows calls handled by human agents. If your account also uses AI voice agents, use the Agent filter to narrow results to a specific agent type.

• Calls are classified as Bookable or Not Bookable automatically, based on the purpose of the call. Only bookable calls count toward your booking rate.

• Coming ST-82: When call review is enabled for your account, managers can review a call's classification and correct it if Voice Intelligence got it wrong. For more, see Review and correct a call's classification.

• Scorecards use letter grades from A to F, at both the overall and per-section level. Private Preview: Scores show the percentage next to the letter grade, such as 92% A+.

• Calls with a Service gap flag are interactions where a customer's service need went unaddressed. These are high-priority follow-up opportunities.

• Call Analysis shows your last 30 days of calls by default. However, you can customize the date range.

• Calls your administrator has excluded from analysis appear in the table marked Excluded from VI. They stay visible for reference but are not scored and don't count toward your booking rate. To manage which calls are excluded, see Exclude calls from Voice Intelligence analysis in ServiceTitan.

Filter Call Analysis

Use filters to narrow the table to the date range, agents, or call characteristics you want to review.

1. In the navigation bar, go to Calls > Call Analysis.

2. Private Preview: To change the date range, use the date picker at the top right of the page.

3. Use the quick filters above the table to narrow the list:

   • Channel: Filter by call channel, such as Inbound or Outbound

   • Is Bookable: Show only bookable or non-bookable calls

   • Outcome: Select Booked to filter by job status, or Unbooked to filter by outcome. Outcome replaces the Booking Status filter.

   • Scorecard: Filter by the scorecard that scored the call

   • Flags: Filter by call flags, such as Service gap

4. To see more filters, such as Agent and Objection, click Filters. The filters panel groups options into Details, Assignments, Call analysis, and Scoring sections. The score filter lists the percentage range for each letter grade. To include calls that were forwarded out, select Forwarded Out under Agent.

5. Select the filter values you want, then click Apply. The table updates to show only calls matching your filters.

6. To reset all filters to their defaults, click Clear Filters.

View call details

The Call Details panel gives you the full picture of an individual call: the AI-generated summary, the classification, the transcript, and the scorecard.

1. In the navigation bar, go to Calls > Call Analysis.

2. In the call table, click the row of the call you want to review. The Call Details panel opens on the right. The top of the panel shows quick-reference tags: bookable status, booking outcome, scorecard letter grade, and sentiment.

3. Review the Overview tab for a high-level summary of the call. The Overview tab shows:

   • Summary: An AI-generated description of what happened on the call

   • Date, Call ID, From Number, To Number, and Channel

   • Customer: Links to the customer record in ServiceTitan if one was matched

   • Campaign: The campaign associated with the call, if applicable

   • Agent: The agent who handled the call

   Under Classification, the tab also shows:

   • Call Type: How the call was classified by the agent, such as Unbooked

   • Purpose: The reason for the call, such as Repair or Fix, or Appointment Confirmation

   • Bookable: Whether Voice Intelligence determined the call was a bookable service request

   • Booked: Whether a job was booked as a result of the call

   • Job Revenue: Revenue associated with the linked job, if available

   • Objection: The objection type, if the call was bookable but unbooked

   Note: If Voice Intelligence's read on whether a job was booked disagrees with how the call was logged elsewhere in ServiceTitan, the call shows an outcome mismatch flag. Review these to decide which record is correct.

4. Click the Transcript tab to read the full call transcript. The Transcript tab shows:

   • Duration and an audio playback control so you can listen to the recording

   • A Search transcript field to find specific words or phrases in the conversation

   • A Download button to export the transcript

   • The full turn-by-turn transcript, labeled by Agent or Customer, with timestamps

   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.

5. Click the Playbook tab to review the coaching evaluation. The tab shows the scorecard that your rules applied to this call. Its sections, weighting, and the components within each section come from that scorecard, so what you see reflects your own scoring setup. For accounts that have not customized their scorecards, the default sections below apply.

   • Professionalism & Branding: Evaluates the greeting, hold procedure, and closing

   • Customer Engagement: Evaluates rapport, call control, and empathy

   • Information Gathering: Evaluates how thoroughly the agent collected customer details and diagnosed the need

   • Outcome & Objection Handling: Evaluates whether the agent attempted to book, and how they responded to objections

   Each section shows a Pass/Fail result and a letter grade, a short explanation of what the agent did well and where they fell short, and expandable Evidence and Coaching Tips sections with specific examples from the transcript.

Review and correct a call's classification

Coming ST-82

Review a call to confirm whether Voice Intelligence classified it correctly, and correct the classification if it didn't. Corrected values replace Voice Intelligence's values in the call table, filters, summary tiles, and Insights. Call review is available when enabled for your account.

1. In the navigation bar, go to Calls > Call Analysis, then click the row of the call you want to review. The Call Details panel opens.

2. On the Overview tab, under Classification, click Review Classification.

3. Answer whether Voice Intelligence classified the call correctly:

   • Yes, it's correct: Confirms the classification as it is.

   • No, it's not: Opens a text box where you describe what was wrong. If you have the Edit Call Classifications permission, you can also correct Purpose, Bookable, Objection, and Outcome.

4. Submit your review.

Keep these limits in mind when you correct a classification:

• Job Revenue can't be edited.

• If Voice Intelligence marked the call bookable and booked, and the call has a linked job, you can correct only Purpose and Objection.

• On outbound calls, Bookable can't be edited.

• It can take up to 10 minutes for a correction to appear in the table, filters, summary tiles, and Insights.

After a call is reviewed:

• The reviewer's initials appear on the call's row in the table. If the review was edited, the initials show the person who edited it last. Calls that haven't been reviewed show a dash.

• To find calls reviewed by a specific person, open Filters and use the Reviewed by filter.

• The Call Details panel shows the classification's change history.

• To change a review, click Edit Review. Switching a review from No, it's not to Yes, it's correct requires the Edit Call Classifications permission. It clears the corrections and feedback, and the classification goes back to Voice Intelligence's original values.

Want to learn more?

• See Monitor call performance with Voice Intelligence in ServiceTitan

• See View and manage Insights in ServiceTitan

• See Exclude calls from Voice Intelligence analysis in ServiceTitan