Overview
The Manager Console (Field Pro > Manager Console) is where managers start the day. It lists suggested actions for the teams you have access to. Each one names the technician, the recording or follow-up, and why it was flagged. A leaderboard and a performance chart sit below the list.
Managers use it to give feedback and praise, catch follow-ups worth chasing, and build coaching playlists. Administrators use it to confirm their managers are seeing the right teams.
Managers rarely have time to listen to every Call and decide which ones need feedback. The Manager Console does that sorting for you. It flags the calls and follow-ups where your attention is most likely to make a difference, and tells you why.
Who uses this feature
Managers and administrators
Feature configuration
For help setting up Field Pro v2, contact your Pro Product Specialist. If you don't know who that is, ask your Customer Success Manager.
You need the View Field Pro permission to use the Manager Console. What you see on it depends on the teams you have access to. If you can't open it, contact the account administrator on your team.
Things to know
You see suggested actions for the teams you have access to, not just your own assigned team. If you have access to all teams, you see suggested actions for every team, depending on your filters. Signal actions are the exception: they appear only for the person who set up that signal watch.
Suggested actions expire after two weeks if nobody acts on them. To keep the list short, older actions can also expire sooner when newer ones replace them. Expired actions move to the Completed tab with an Expired label.
Field Pro builds suggested actions from your scorecard scores, follow-ups and signal watches, and Atlas drafts the suggested comments. Changing your scorecards or signals changes what shows up.
There are five kinds of suggested action: Feedback, Praise, Coaching, Follow up and Signal.
Feedback and praise actions show the moment in the transcript that prompted them, so you can check it before you act.
Deleted recordings no longer appear in Manager Console actions.
Best practices
Start with the Manager Console before you open Recordings. Recordings shows what happened; the console shows what needs you.
Read why each action was suggested before you act on it.
Edit the drafted comment before you post it. Your own words carry more weight with the technician.
Rate suggestions with thumbs up or thumbs down. Your ratings help ServiceTitan improve these results.
Use cases
A service manager opens the Manager Console each morning, works the High priority feedback actions first, posts praise on a standout call, and is done in fifteen minutes.
A manager sees a Coaching action for a technician with several low-scoring calls, builds a playlist from them, and uses it in that afternoon's one-on-one.
An administrator checks a new manager's team access after the manager reports an empty console.
Review and filter your suggested actions
Suggested actions are the top section of the Manager Console. Each action is a card naming the technician, the recording, the action type, and a short reason.
Go to Field Pro > Manager Console.
Use Teams at the top of the page to choose whose actions you see. It starts on your own team.
Within Suggested Actions:
Switch between the Open, Completed and Dismissed tabs.
Filter by Priority (High, Medium or Low).
Filter by Type (Feedback, Praise, Coaching, Follow up or Signal).
Each card has a button for its action, such as Give Feedback or View Follow-Up. Select it to start. To clear an action you don't plan to act on, select Dismiss.
Open actions are listed High priority first, then newest.
Work each action type
Give feedback
What triggers it: A recording scored well below the technician's own recent average or the team's recent average, or scored very low. It's only suggested when Atlas finds a specific moment to comment on and nobody has commented on the recording yet.
What you see: Select Give Feedback to open a panel with the recording, the Moment in the recording (from the transcript), Why this suggestion, and a Suggested comment Atlas drafted for you.
What to do: Read the moment, then post or edit the drafted comment. See Post an AI-drafted comment below.
Give praise
What triggers it: A recording scored well above the technician's own recent average or the team's recent average, scored very high, or closed a strong sale. As with feedback, it's only suggested when nobody has commented yet.
What you see: The same panel as Give Feedback, with a drafted comment recognizing what the technician did well.
What to do: Post or edit the drafted comment.
View follow-ups
What triggers it: A follow-up opportunity hasn't been worked. It's still To Do after a week, or In Progress after two weeks.
What you see: The technician, the recording, and how long the follow-up has been waiting.
What to do: Select View Follow-Up to open the recording's follow-up in a new tab. The action clears itself once the follow-up is marked Completed or Dismissed.
Signal watch
What triggers it: Recordings matched a rule in your own signal watch, for example a signal's score dropping below a threshold you set.
What you see: How many times the signal was detected recently.
What to do: Select Signal Watch to open the Signal Watch page for that signal, then select any recording to open it at that signal.
Signal actions appear only for the person who set up the watch. To set one up, see Set Up and Use Signal Watch in Field Pro v2.
Prepare coaching
What triggers it: One technician has several low-scoring recordings over the last two weeks.
What to do:
Select Prepare Coaching. A panel lists those recordings.
Choose which recordings to include.
Choose Create new playlist (a name is suggested) or Add to an existing playlist.
Select Create Playlist or Add to Playlist.
Use the playlist in your next one-on-one with that technician.
Post an AI-drafted comment
On a Feedback or Praise action, Atlas drafts a comment for you.
Select Give Feedback or Give Praise.
Read the moment and Why this suggestion.
Edit the Suggested comment right in the panel, if you want.
To keep it private, check Private comment. A private comment is visible only to you, the technician, anyone you @mention and anyone who replies. Admins and owners can't see it either.
Select Add Comment to post it. Or select Comment in Recording to finish it on the recording page.
Your comment tags the technician automatically, and they get a notification in ST Field. Tapping it opens the comment. Office users you @mention see the notification in ServiceTitan. Atlas also drafts comments on the recording page, in the Suggested comments section of the Comments tab.
Suggested actions and drafted comments carry a thumbs up and thumbs down to give us feedback. If you choose thumbs down, you can say what went wrong (Not accurate, Not the information I want, or Unhelpful), or just submit.
Review completed and dismissed actions
Use the Completed and Dismissed tabs in Suggested Actions.
Completed shows actions you acted on, actions that completed themselves (for example, when a follow-up is closed), and actions that expired. Each has a Completed or Expired label.
Dismissed shows actions you dismissed.
Dismissed actions can't be restored.
Read the console leaderboard
The Performance section shows a Leaderboard of the top seven technicians on the teams you selected, next to a Performance Metrics chart.
Choose the metric: Score, Close Rate, Average Ticket, Tech Generated Leads or Recording Rate.
Set the period with the date picker above it (Last 30 Days by default). This picker only changes the leaderboard and chart, not the suggested actions.
The top three get trophies, and each row shows a trend arrow compared with the previous period. Recording Rate shows how much of each technician's completed work was recorded. For what each metric means, and for deeper analysis by team, scorecard and technician, see Manage Team Performance in Field Pro v2: Dashboards, Recordings, and Coaching.
Tip: Recording rate is the coverage check. A team can look strong on score while recording only half its appointments, which means the score describes a sample, not the team.
Technicians see their own leaderboard in ST Field. It ranks the top technicians on their team by score over the last 28 days.
Work follow-ups
Atlas creates a follow-up when a call looks like it could still turn into a sale. Field Pro > Followups lists the follow-ups for the teams you have access to.
It opens on To Do. Filter by status, type (Rehash, Cross-sell, Callback or Other), priority, date, team, or favorites, or search.
Each card shows the recording, the technician, the potential, the estimated revenue and the recommended action.
Change a follow-up's status from its menu, or star it to find it later.
To nudge the technician, select the notify button. Field Pro drafts a message from the recommended action and posts it as a private comment that tags the technician.