--- title: "AI Voice Agent Onboarding Part 2: Monitor calls as a CSR" slug: "ai-voice-agent-onboarding-part-2-monitor-calls-as-a-csr" updated: 2026-10-16T01:53:17Z published: 2026-10-16T01:53:17Z canonical: "help.servicetitan.com/ai-voice-agent-onboarding-part-2-monitor-calls-as-a-csr" --- > ## 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. # AI Voice Agent Onboarding Part 2: Monitor calls as a CSR ## Overview ServiceTitan's Voice Agent (VA) is an automated assistant that handles common call scenarios, such as scheduling appointments and taking messages for follow-ups. As a Customer Service Representative (CSR), you can monitor the Voice Agent's performance by checking booked appointments for accuracy and following up on calls that did not result in a booking. This oversight ensures all customer needs are met and appointments are correctly logged. --- ### #### Who uses this feature - CSRs and managers - Applies to all business types #### Feature configuration - This feature is currently in Early Access and available for specific accounts. It is subject to change. If you want to enable this feature for your account, click [here](https://plg.servicetitan.com/va). - Permissions are required to use this feature. See [Set reporting permissions](/v1/docs/set-reporting-permissions) for more information. ## Voice Agent overview The Voice Agent understands customer inquiries, gathers key details, delivers precise answers, and books jobs in your ServiceTitan account. This automation cuts missed calls, non-revenue interactions, and agent workload. The AI Voice Agent can: - **Book a new job or schedule an appointment**: The agent is designed to handle common call scenarios by greeting the caller, identifying existing customers, inferring job types, and booking new jobs using [Adaptive Capacity](/v1/docs/capacity-planning). - **Take a message for follow-up**: For scenarios it cannot handle, the agent takes a message and communicates that a team member will follow up with the caller. ## Create a custom calls report Use the *Calls* template to create a custom report that tracks all calls, filters for Voice Agent calls, compares call volume against your promo offer, and monitors total calls for billing purposes. > [!NOTE] > **Note:** You need reporting permissions to create custom reports. If you don't have them, contact the account administrator on your team to create and [share the report](/v1/docs/manage-report-sharing-settings) with you. 1. Go to the navigation bar and click **Reports**. 2. Click **Create Report**. ![A cursor clicking the 'Create Report' button in a user interface.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/ai-voice-agent-onboarding-part-2-monitor-calls-as-a-csr-image-1zb0yehb.png?sv=2026-02-06&spr=https&st=2026-10-27T16%3A21%3A41Z&se=2026-10-27T17%3A21%3A41Z&sr=c&sp=r&sig=%2FQxvokvV90feMlml8LGr%2BSZ2j4Kuw2TmlfU4LaMH7YU%3D) 3. On the *New Report* screen, select **Calls** as the *report type.* 4. Under *Select a report template*, click **Calls**. ![Selecting the 'Calls' report template and columns for a new report setup.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/ai-voice-agent-onboarding-part-2-monitor-calls-as-a-csr-image-u19bpyj8.png?sv=2026-02-06&spr=https&st=2026-10-27T16%3A21%3A41Z&se=2026-10-27T17%3A21%3A41Z&sr=c&sp=r&sig=%2FQxvokvV90feMlml8LGr%2BSZ2j4Kuw2TmlfU4LaMH7YU%3D) 5. Under *Columns to be displayed in the report*, select which columns you want to include in your report. You can always [add and remove columns](/v1/docs/edit-custom-reports) later. > [!TIP] > **Tip:** If you're unsure which columns you want to include in your report, use the [Reporting Dictionary](/v1/docs/reporting-dictionary) to search for appropriate data fields. 6. When finished, click **Next**. 7. In the **Name** field, enter a name for your report. 8. Click the **Category** dropdown and select a category where your report will be listed. > [!TIP] > **Tip:** Use the **Description** field to add a description. 9. You can [set sharing settings](/v1/docs/manage-report-sharing-settings) for your report. Otherwise, click **Save**. ![Creating a new report with details like name, category, and sharing options.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/ai-voice-agent-onboarding-part-2-monitor-calls-as-a-csr-image-wit1cvbi.png?sv=2026-02-06&spr=https&st=2026-10-27T16%3A21%3A41Z&se=2026-10-27T17%3A21%3A41Z&sr=c&sp=r&sig=%2FQxvokvV90feMlml8LGr%2BSZ2j4Kuw2TmlfU4LaMH7YU%3D) The new report screen opens where you can [Run, filter and export](/v1/docs/run-report) the results. See [Calls report template](/v1/docs/calls-report-template) to learn how to read the report results. ## Access shared custom reports After a custom *Calls* report is created and shared with you, access it anytime from the **Reports** tab. Search for the shared report and click it to open. [Run, filter and export](/v1/docs/run-report) the results. ![User interface showing productivity reports with a focus on calls section.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/ai-voice-agent-onboarding-part-2-monitor-calls-as-a-csr-image-z8st2u6i.png?sv=2026-02-06&spr=https&st=2026-10-27T16%3A21%3A41Z&se=2026-10-27T17%3A21%3A41Z&sr=c&sp=r&sig=%2FQxvokvV90feMlml8LGr%2BSZ2j4Kuw2TmlfU4LaMH7YU%3D) ## Filter for Voice Agent calls When viewing your report results, you can filter for Voice Agent calls only. 1. On the new report screen, click **Filter** ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/icon-filter-alt.png?sv=2026-02-06&spr=https&st=2026-10-27T16%3A21%3A41Z&se=2026-10-27T17%3A21%3A41Z&sr=c&sp=r&sig=%2FQxvokvV90feMlml8LGr%2BSZ2j4Kuw2TmlfU4LaMH7YU%3D) next to the **Name** column. 2. In the *Filter* menu, select **Contains** from the dropdown. 3. In the text field below, enter **Voice Agent**. > [!NOTE] > **Note:** This is the Voice Agent employee record manually created under **Settings** ![A simple icon representing a settings gear.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/icon-gnav-settings-inactive.png?sv=2026-02-06&spr=https&st=2026-10-27T16%3A21%3A41Z&se=2026-10-27T17%3A21%3A41Z&sr=c&sp=r&sig=%2FQxvokvV90feMlml8LGr%2BSZ2j4Kuw2TmlfU4LaMH7YU%3D) **> People > Employees** during setup. 4. Click **Filter**. ![Filtering call data by employee name and campaign in a user interface.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/ai-voice-agent-onboarding-part-2-monitor-calls-as-a-csr-image-k5li7rra.png?sv=2026-02-06&spr=https&st=2026-10-27T16%3A21%3A41Z&se=2026-10-27T17%3A21%3A41Z&sr=c&sp=r&sig=%2FQxvokvV90feMlml8LGr%2BSZ2j4Kuw2TmlfU4LaMH7YU%3D) The table automatically updates, and the filter icon highlights to show that a filter was applied. > [!NOTE] > **Note:** To remove a filter, click **Filter** ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/icon-filter-alt.png?sv=2026-02-06&spr=https&st=2026-10-27T16%3A21%3A41Z&se=2026-10-27T17%3A21%3A41Z&sr=c&sp=r&sig=%2FQxvokvV90feMlml8LGr%2BSZ2j4Kuw2TmlfU4LaMH7YU%3D) and then **Clear**. ## Search for your Voice Agent calls Find and review your Voice Agent calls with ease using ServiceTitan's [search](/v1/docs/use-search-in-servicetitan) tool. 1. Go to the navigation bar and click **Search** ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/icon-gnav-legacy-search-outline.png?sv=2026-02-06&spr=https&st=2026-10-27T16%3A21%3A41Z&se=2026-10-27T17%3A21%3A41Z&sr=c&sp=r&sig=%2FQxvokvV90feMlml8LGr%2BSZ2j4Kuw2TmlfU4LaMH7YU%3D) . 2. From the **Search** dropdown, select **Call**. ![Dropdown menu showing options with 'Call' selected and a cursor pointing at it.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/ai-voice-agent-onboarding-part-2-monitor-calls-as-a-csr-image-2vrwcmyg.png?sv=2026-02-06&spr=https&st=2026-10-27T16%3A21%3A41Z&se=2026-10-27T17%3A21%3A41Z&sr=c&sp=r&sig=%2FQxvokvV90feMlml8LGr%2BSZ2j4Kuw2TmlfU4LaMH7YU%3D) 3. Under *Filters*, use the **Agent** dropdown and select **Voice Agent**. ![Interface showing call recording paused, agent selection, and customer status options.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/ai-voice-agent-onboarding-part-2-monitor-calls-as-a-csr-image-0x80bt43.png?sv=2026-02-06&spr=https&st=2026-10-27T16%3A21%3A41Z&se=2026-10-27T17%3A21%3A41Z&sr=c&sp=r&sig=%2FQxvokvV90feMlml8LGr%2BSZ2j4Kuw2TmlfU4LaMH7YU%3D) 4. (Optional) Use other filters to refine your search. > [!TIP] > **Tip:** To view all records that exist in a category, leave these fields blank. 5. When you're ready to perform your search, click **Search**. ![A search interface with a highlighted search button and input field for queries.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/ai-voice-agent-onboarding-part-2-monitor-calls-as-a-csr-image-eqnqnqa8.png?sv=2026-02-06&spr=https&st=2026-10-27T16%3A21%3A41Z&se=2026-10-27T17%3A21%3A41Z&sr=c&sp=r&sig=%2FQxvokvV90feMlml8LGr%2BSZ2j4Kuw2TmlfU4LaMH7YU%3D) Review your search results. If a job was booked through the Voice Agent call, you'll see the job number in the *Job #* column. ![Call log showing customer details, call duration, and agent information for two calls.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/ai-voice-agent-onboarding-part-2-monitor-calls-as-a-csr-image-mj5tuhfs.png?sv=2026-02-06&spr=https&st=2026-10-27T16%3A21%3A41Z&se=2026-10-27T17%3A21%3A41Z&sr=c&sp=r&sig=%2FQxvokvV90feMlml8LGr%2BSZ2j4Kuw2TmlfU4LaMH7YU%3D) > [!TIP] > **Tips:** > > - Click a column name to sort it alphabetically or numerically. > - Click **Audio** next to the customer's name to listen to a call and review its details. > - Export your results as an XLSX or CSV file if you have the Allow Exporting Search Results permission enabled. To download a file, click the dropdown next to search and select a format. You can also find Voice Agent calls using ServiceTitan's [Dashboard call metrics](/v1/docs/dashboard-call-metrics) and [Agent Scorecards](/v1/docs/dashboard-csr-metrics#agent-scorecards). ## Review Voice Agent call details To access Voice Agent call details, select the call from the *Call Reports* or *Dashboards*, or click **Audio** in your search results. In the new flyout that opens, you can find the following information: - **Overview**: Displays the essential details of the call, including: - Summary of the call generated by [Titan Intelligence (TI)](/v1/docs/titan-intelligence-overview) - Date and time the call occurred - Customer's account and phone number - Tracking number the customer dialed - Voice Agent's name (listed as the agent) - Tags applied to the call - Attached forms, if any, for additional context - **Recording and Transcript**: Provides access to the audio recording of the call and its automatically generated transcript for review and reference. - **Classification Details**: Shows if the call requires [reclassification](/v1/docs/reclassify-and-edit-calls) and allows you to update it. ![Call summary for Patrick's service request regarding a malfunctioning water heater.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/ai-voice-agent-onboarding-part-2-monitor-calls-as-a-csr-image-6gs90uf3.png?sv=2026-02-06&spr=https&st=2026-10-27T16%3A21%3A41Z&se=2026-10-27T17%3A21%3A41Z&sr=c&sp=r&sig=%2FQxvokvV90feMlml8LGr%2BSZ2j4Kuw2TmlfU4LaMH7YU%3D) > [!NOTE] > **Note:** Voice Agent calls that were not booked are automatically tagged **Voice Agent Follow-Up Needed**. Use this tag to track calls that still require action. After the CSR reviews the call and completes any follow-up, they can remove the tag to indicate no further action is needed. ## Want to learn more? - See [AI Voice Agent Onboarding Part 1: Set up for Basic Phones and Phones Pro](/v1/docs/voice-agent-onboarding-part-1-set-up) - See [AI Voice Agent for Basic Phones and Phones Pro - FAQ](/v1/docs/ai-voice-agent-for-basic-phones-and-phones-pro-faq) - See [Understand call classifications](/v1/docs/understand-call-classifications) - See [Reclassify and edit calls](/v1/docs/reclassify-and-edit-calls) ServiceTitan's AI-powered inbound phone agent that answers calls, gathers caller information, and books or reschedules jobs without a human CSR. **What it does:** Handles inbound calls 24/7, capturing after-hours demand and reducing hold times during peak periods — without adding headcount. **Also called:** AI receptionist, Virtual CSR, VA **Tags:** Phones Pro, AI-Powered [See the full glossary →](https://help.servicetitan.com/docs/glossary-overview) ServiceTitan’s real-time engine that tracks available technician time based on shifts, skills, zones, business units, and capacity rules. **What it does:** Manages booking availability so CSRs only book jobs when technicians truly have capacity, cutting over-booking and missed appointments. **Where to find it:** Settings › Adaptive Capacity. **Also called:** Live booking availability, Real-time capacity **Tags:** Scheduling Pro, AI-Powered [Learn more →](https://help.servicetitan.com/docs/adaptive-capacity-overview-learn-how-it-works) · [See the full glossary →](https://help.servicetitan.com/docs/glossary-overview) ServiceTitan's integrated phone system that routes calls, records conversations, and connects call data to job and customer records. **What it does:** Gives businesses a CSR productivity platform with call tracking, recording, and booking analytics built into the same system as their jobs. **Also called:** ST Phones, Integrated phone system **Tags:** Phones Pro [See the full glossary →](https://help.servicetitan.com/docs/glossary-overview)