You want to know the best option to see the total number of calls received and conversion rates for your CSRs, but the dashboard is different than the call center.
Solution
Go to the Reports tab in ServiceTitan.
Click Call Center Performance by CSR report.
Check the report to see the total number of calls received and conversion rates for your CSRs.
If most calls are abandoned, schedule a callback time with the tenant to discuss CSR workflows.
If you have a standard seat, make sure to click the call bubble to avoid Abandoned Calls.
To search for calls, use DialPad and follow the instructions provided in the email sent by the support team.
A call where the customer hung up before reaching a CSR. It cannot be attached to a customer or job and does not count toward CSR conversion metrics.
What it does: Tracks unanswered call volume so you can spot staffing gaps and recover lost revenue opportunities.
Where to find it: Dashboard › Agent Scorecards (Abandoned); or Search by Call type: Abandoned.