Coming ST-81
Overview
Voice Intelligence analyzes every recorded call, but not every call belongs in your numbers. The Voice Intelligence Settings page lets an administrator exclude calls from analysis by phone number and by user, so tech lines, dispatch lines, and other non-sales calls stop skewing your booking rate and scorecards. Excluded calls are never sent for AI analysis and never count toward any Voice Intelligence metric.
Who uses this feature
Administrators
Applies to all business types
Applies to all trades
Feature configuration
This feature is currently in Private Preview and is subject to change.
To have Voice Intelligence enabled for your account, contact your Customer Success Manager (CSM).
The Edit Exclusion List Settings permission is required to add, remove, or change exclusions. Please contact the account administrator on your team. Without it, the exclusion lists are visible but read-only.
Things to know
Exclusion is forward-only. It applies to new calls from the moment you add a rule; calls already analyzed are not removed.
Excluded calls still appear in Conversation History and the Call Analysis table, marked Excluded from VI. They are set aside from analysis, not hidden.
Two default exclusions are on out of the box: phone numbers already marked Not Lead in ServiceTitan, and transferred calls (calls with more than one participant). You can turn either default off.
Excluding a user excludes any call where that user was the primary agent.
The exclusion lists are available in both ServiceTitan and Contact Center Pro.
Best practices
Add your known non-sales lines first — technician lines, dispatch, and sales confirmation numbers — so your booking rate reflects real demand from day one.
Review the two default exclusions before you roll Voice Intelligence out to your team, and decide whether both fit how your business runs.
Revisit the lists when you add new lines or staff whose calls shouldn't be scored.
Use cases
A call-center manager's leaderboard is skewed because technician callbacks are scored like sales calls. The administrator adds those lines to the exclusion list, and future booking rates reflect only calls a CSR could have booked.
An outsourced admin handles internal calls that shouldn't count toward agent performance. The administrator excludes that user, and their calls stop appearing in Voice Intelligence scoring.
A business already tags spam and vendor numbers as Not Lead. With the default exclusion on, those calls are skipped automatically, with no extra setup.
Open the Voice Intelligence Settings page
In the navigation bar, go to Settings.
Note: In Contact Center Pro, go to Admin settings and select Voice Intelligence Settings.
Go to Voice Intelligence Settings.
Exclude a phone number
On the Voice Intelligence Settings page, go to the Numbers exclusion list.
Click Add number, then enter the phone number.
Click Add number. New calls to or from that number are excluded from analysis going forward.
Tip: To remove a number later, find it in the list and click Remove.
Exclude a user
On the Voice Intelligence Settings page, go to the Users exclusion list.
Click Add Agents.
Use the picker to search for and select one or more users.
Click Apply. Any call where a selected user was the primary agent is excluded from analysis going forward.