---
title: "Exclude calls from Voice Intelligence analysis in ServiceTitan"
slug: "how-to-exclude-calls-from-voice-intelligence-analysis-md-1"
updated: 2026-09-08T12:59:08Z
published: 2026-09-08T12:59:08Z
canonical: "help.servicetitan.com/how-to-exclude-calls-from-voice-intelligence-analysis-md-1"
stale: true
---

> ## 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.

# Exclude calls from Voice Intelligence analysis in ServiceTitan

> [!WARNING]
> 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

1. In the navigation bar, go to **Settings**.

> [!NOTE]
> **Note:** In Contact Center Pro, go to Admin settings and select **Voice Intelligence Settings**.
2. Go to **Voice Intelligence Settings**.

## Exclude a phone number

1. On the *Voice Intelligence Settings* page, go to the **Numbers** exclusion list. ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/how-to-exclude-calls-from-voice-intelligence-analysis.md-1-image-7vu5u87i.png)
2. Click **Add number**, then enter the phone number. ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/how-to-exclude-calls-from-voice-intelligence-analysis.md-1-image-vji5qhsu.png)
3. Click **Add number**. New calls to or from that number are excluded from analysis going forward.

> [!TIP]
> **Tip:** To remove a number later, find it in the list and click **Remove**.

## Exclude a user

1. On the *Voice Intelligence Settings* page, go to the **Users** exclusion list.
2. Click **Add Agents**.
3. Use the picker to search for and select one or more users. ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/how-to-exclude-calls-from-voice-intelligence-analysis.md-1-image-8azh1qi1.png)
4. Click **Apply**. Any call where a selected user was the primary agent is excluded from analysis going forward.

## Want to learn more?

- See [Monitor call performance with Voice Intelligence in ServiceTitan](https://help.servicetitan.com/docs/en/monitor-call-performance-with-voice-intelligence-in-servicetitan)
- See [View and manage Call Analysis in ServiceTitan](https://help.servicetitan.com/docs/en/view-and-manage-call-analysis-in-servicetitan)