---
title: "Dashboard call metrics"
slug: "dashboard-call-metrics"
updated: 2026-03-27T20:54:53Z
published: 2026-03-27T20:54:53Z
---

> ## 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.

# Dashboard call metrics

## Overview

The Call Metrics section of the Modular Dashboard displays your call booking rate and lets you review calls dated within the dashboard reporting range.

[Dashboard call metrics Video](https://fast.wistia.net/embed/iframe/6koy4ptrkr?web_component=true&seo=true&videoFoam=false)

## 

---

### 

#### Who uses this feature

- Administrators and managers

## Things to know

- By default, the Modular Dashboard shows metrics for the current day and all business units (BUs). You can [filter the dashboard](/v1/docs/filter-dashboards-1) for specific date ranges.
- BU filters apply to booked jobs. Calls and leads are unaffected.

## Inbound Call Booking Rate

![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/dashboard-call-metrics-image-545p0ply.png)

The Call Metrics section displays a chart of your inbound call booking rate, filtered by call date. Inbound call booking rate is the percent of call leads that are booked into jobs. A call lead is an incoming call that lasts at least 60 seconds or is marked *Is Lead*.

The total numbers of call leads and jobs booked from leads displays below the chart.

## Unbooked and Abandoned Calls

The Call Metrics section also displays a chronological table of all incoming unbooked and abandoned calls within the reporting date range.

Each call includes the following details:

- Call length
- Timestamp
- Caller phone number
- Number dialed
- Office employee who answered the call

### Call playback

Click a call to listen to a recording of it in the *Call Playback* pop-up.

![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/dashboard-call-metrics-image-cuy909a7.png)

Here, you can perform additional actions:

- Click **Download** to download an MP3 copy of the call.
- Click the customer name to open their customer record.
- Click the **Tags** field to attach tags to the call. Click the **Disk** icon to save your changes.

> [!TIP]
> **Tip:** You can tag noteworthy calls for training and coaching purposes. Later, you can [search for calls](/v1/docs/use-search-in-servicetitan) by tag.
- Click **Correct** to confirm that the call was correctly classified by ServiceTitan. To reclassify the call, click **I’d like to reclassify the call**. For more, see [Reclassify and edit calls](/v1/docs/reclassify-and-edit-calls).

## 

---

### FAQ

#### **Does dismissing a booking from the Bookings tab on the Call screen affect the booking rate or data on the Dashboard?**

No, dismissing a booking does not impact the metrics shown on the *Modular Dashboard*. The Dashboard tracks key performance indicators (KPIs) based on jobs, estimates, and phone calls. Each KPI is calculated differently. To see how a specific KPI is defined, click **Info** ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/dashboards-_-scorecards-faq-image-fvwmuaul.png) at the top of any scorecard or module for a detailed breakdown.

![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/dashboards-_-scorecards-faq-image-oyevttcy.png)

#### **Why aren't agents showing on my outbound call dashboard?**

Double check the filters you're using on the dashboard. Clearing all filters should cause the missing agents to appear, and you can reapply the filters as needed.

## Want to learn more?

- Visit ServiceTitan Academy to enroll in [Modular Dashboard](https://servicetitan.docebosaas.com/academy/learn/courses/320/Modular-Dashboard)
- See [Create custom reports](/v1/docs/create-custom-reports)