--- title: "Insights with Outbound Virtual Agents in ServiceTitan Max" slug: "insights-with-outbound-virtual-agents-in-servicetitan-max" updated: 2026-07-11T15:42:46Z published: 2026-07-11T15:42:46Z canonical: "help.servicetitan.com/insights-with-outbound-virtual-agents-in-servicetitan-max" --- > ## 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. # Insights with Outbound Virtual Agents in ServiceTitan Max ## Overview The *Insights* page in Growth is the reporting surface for every outbound campaign your AI agents are running. It shows how leads are moving from first contact through to a booked, completed job — across all active goals and broken down per goal — so administrators and CSRs can see what's working, what isn't, and where to adjust. This article is for administrators and CSRs using ServiceTitan Max. It explains what's on the *Insights* page, how to read each section, and how to use what you see to improve campaign performance over time. Because you are working in ServiceTitan Max, the metrics on this page reflect work that flows through your full Pro Product stack — Adaptive Capacity is the source of the appointments your agents quote, Contact Center Pro is the engine your Voice Agent and SMS Agent run on, and Marketing Pro v2 supplies the attribution and audience data that decides which leads enter your campaigns. If you haven't yet set up Outbound Virtual Agents or aren't familiar with how Speed to Lead works, read [Outbound virtual agents overview in ServiceTitan Max: Configuration and management](/v1/docs/outbound-virtual-agents-overview-in-servicetitan-max) and [Utilizing Speed to Lead as a CSR in ServiceTitan Max](/v1/docs/utilizing-speed-to-lead-as-a-csr-in-servicetitan-max) first. This article assumes that context. --- ### #### Who uses this feature - Administrators and CSRs - Primarily benefits Residential Service and Replacement - Tailored for PHEG trades (Plumbing, HVAC, Electrical, Garage Door) #### Feature configuration - Outbound Virtual Agents and Speed to Lead are included in ServiceTitan Max. To get started, your administrator should reach out to your Customer Success Manager (CSM) or Pro Account Manager (PAM). - The following permissions are required to use this feature. Contact the account administrator on your team: - *View Customer Chats* — Required to access the *Interactions* page and view conversation transcripts - *Send Message* — Required to use **Takeover** on an in-progress interaction ## Things to know - ***Insights*** **data is filtered by time period.** Use the **Time Period** dropdown at the top of the page to adjust the date range. The default view is the last 30 days. - **Top-level metrics reflect performance across all active goals.** Click into a specific goal card to see a detailed breakdown for that goal only. - **The metrics in *Insights* reflect the full ServiceTitan Max stack working together**, not just the AI agent. *Median Speed to Lead Time* depends on how quickly Marketing Pro v2 surfaces a lead and how the Voice Agent configured in Contact Center Pro is set to respond. *Conversion Rate* depends on whether Adaptive Capacity has availability for the agent to quote. When a metric moves, look at the upstream system, not just the agent. - **The *Conversion Funnel* chart shows how leads move through each stage of the outreach sequence**, from initial contact through to job completion, so you can see exactly where leads are dropping off. - **Jobs and revenue data reflects bookings and completed jobs that were originated by Outbound Virtual Agents campaigns.** Bookings created by the AI agent are tagged for reporting. ## Best practices - **Review *Insights* regularly** and adjust messaging or cadence timing based on conversion performance. - **Compare response rates across campaigns to identify which lead sources are engaging most.** Lower response rates on a specific campaign may indicate the message needs to be adjusted or the cadence changed. - **When a metric moves, trace it back to the right system.** A drop in *Median Speed to Lead Time* often points to a Marketing Pro v2 attribution gap or a Voice Agent setting in Contact Center, not the Insights page itself. A drop in *Conversion Rate* with a steady *Response Rate* often points to Adaptive Capacity availability. ## Use cases - An administrator reviews *Insights* at the start of each week to compare how the Google LSA and Angi campaigns are converting, then adjusts the follow-up cadence on the lower-performing campaign. - A CSR uses the *Conversion Funnel* to identify that most leads are dropping off after the first SMS but before the Voice Agent step, then works with the admin to shorten the delay between steps. ## Review top-level Insights metrics The top of the *Insights* page summarizes performance across every active goal in a single view. 1. Go to the navigation bar and click **Growth**. - Select **Insights**. - At the top of the page, use the **Time Period** dropdown to select the date range you want to review. - Review the four top-level metric cards: - **Leads** — Total number of leads contacted by Outbound Virtual Agents in the selected period - **Avg Response Rate** — The percentage of leads who responded to at least one outreach attempt - **Conversions** — The number of leads that resulted in a booked job - **Avg Conversion Rate** — The percentage of leads that converted to a booked job > [!TIP] > **Tip:** Each metric also shows a trend indicator (increase or decrease) compared to the previous equivalent time period. ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/insights-with-outbound-virtual-agents-in-servicetitan-max-image-fdlqrekq.png) ## Review goal-level performance Below the top-level metrics, *Insights* breaks performance down by goal so you can see which campaigns are driving results. 1. On the *Insights* page, scroll down to **Goal Performance Metrics**. - Locate the goal card you want to review (for example, **Speed to Lead**). - Review the goal-level summary, which shows: - **Conversion Rate** for this goal - **Response Rate** for this goal - **Total Revenue** generated by bookings from this goal - Click the arrow icon on the goal card to open the detailed **Speed to Lead Insights** page. ## Review the Conversion Funnel The *Conversion Funnel* is the most useful diagnostic view on the *Insights* page. It shows the count of records at each stage of the outreach sequence, so you can pinpoint exactly where leads drop off. 1. On the *Speed to Lead Insights* page, review the **Conversion Funnel** chart. - The funnel shows the number of records at each stage of the outreach sequence: - **Leads** — Total leads that entered the campaign - **Conversations Started** — Leads the agent initiated contact with - **Responses** — Leads who replied to at least one message - **Conversions** — Leads who converted (job booked) - **Jobs Booked** — Confirmed booked jobs - **Jobs Completed** — Jobs that have been completed Each bar also shows the percentage change compared to the previous time period. > [!TIP] > **Tip:** A large drop between Leads and Conversations Started usually points to an audience or attribution issue in Marketing Pro v2 — the leads exist but aren't matching campaign criteria. A large drop between Responses and Conversions usually points to Adaptive Capacity availability or the agent's job-handling configuration in Contact Center Pro. ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/insights-with-outbound-virtual-agents-in-servicetitan-max-image-cqiy98pm.png) ## Review detailed performance metrics Below the *Conversion Funnel*, three collapsible metric sections give you the underlying numbers behind the funnel. ### Conversion - **Conversion Rate** — Percentage of leads that became booked jobs - **Conversions** — Total number of converted leads - **Leads** — Total leads in the period - **Median Time to Convert** — The median time from first contact to booking ### Jobs & Revenue - **Jobs Booked** — Total jobs booked by the AI agent - **Jobs Completed** — Total completed jobs originating from Outbound Virtual Agents - **Completed Job Revenue** — Total revenue from completed jobs - **Average Ticket** — Average revenue per completed job ### Performance - **Median Speed to Lead Time** — The median time between a lead entering ServiceTitan and the agent's first outreach - **Opt Out Rate** — The percentage of leads who opted out of further messages ## How Insights connects to your other workflows in ServiceTitan Max The numbers on the *Insights* page are the visible result of work happening across your ServiceTitan Max stack. You don't configure this connection — but understanding it helps when a metric moves and you need to figure out why: - **Marketing** supplies the attribution and audience data that determines which leads enter your campaigns. If *Leads* in the funnel is lower than expected, the issue is usually upstream in Marketing’s audience configuration or Lead Source Tracking. - **Contact Center** is the engine your Voice Agent and SMS Agent run on. The persona, transcript, skills, and escalation rules you configured in Contact Center shape both how the agent talks to leads and how quickly conversations close. *Response Rate* and *Median Time to Convert* are downstream of those settings. - **Adaptive Capacity** provides the Real-time availability the AI quotes to leads. *Conversion Rate* is heavily dependent on whether availability exists when the agent is talking to a lead. If you see a high *Response Rate* but a low *Conversion Rate*, check Adaptive Capacity first. - **Scheduling** booking links embedded in agent SMS messages give leads a self-serve booking path. Conversions that happen through Scheduling still flow into the *Conversions* and *Jobs Booked* counts in *Insights*. - **ServiceTitan Core** is where the booked jobs land and where *Jobs Booked*, *Jobs Completed*, *Completed Job Revenue*, and *Average Ticket* are sourced from. You don't think of these as separate products to log into. From the *Insights* page, you see the end result — and you trace issues back to the right place when you need to. ## Want to learn more? - See [Outbound Virtual Agents in ServiceTitan Max: Configuration and Management](/v1/docs/outbound-virtual-agents-overview-in-servicetitan-max) - See [Utilizing Speed to Lead as a CSR in ServiceTitan Max](/v1/docs/utilizing-speed-to-lead-as-a-csr-in-servicetitan-max) - See [Configure Adaptive Capacity in ServiceTitan Max](/v1/docs/configure-adaptive-capacity-in-servicetitan-max) 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 enterprise-grade call center product, adding advanced queue management, live coaching, and AI features to Phones Pro. **What it does:** Enables multi-agent contact center operations with real-time supervision, analytics, and AI-assisted call handling at scale. **Also called:** CCP, Advanced Phones Pro **Tags:** Contact Center Pro [See the full glossary →](https://help.servicetitan.com/docs/glossary-overview) **a.k.a.** CCP 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) Targeted text message campaigns sent to customer segments through Marketing Pro. **What it does:** Reaches customers on the highest-open-rate channel (SMS) with time-sensitive promotions, reminders, and service offers. **Also called:** Text marketing, SMS marketing **Tags:** Marketing Pro [See the full glossary →](https://help.servicetitan.com/docs/glossary-overview) **a.k.a.** Text Campaigns ServiceTitan's integrated marketing automation platform for email, SMS, direct mail, and digital ad campaigns. **What it does:** Drives new customer acquisition and repeat revenue by automating targeted campaigns across multiple channels — all tied to actual job revenue. **Also called:** ST Marketing, Marketing automation **Tags:** Marketing Pro [See the full glossary →](https://help.servicetitan.com/docs/glossary-overview) Attribution of how each new customer or job was acquired — via Google Ads, direct mail, referral, aggregator, etc. **What it does:** Tells marketing managers which channels are producing revenue so they can allocate budget to the highest-ROI sources. **Also called:** Marketing attribution, Source tracking **Tags:** Core, Marketing Pro [See the full glossary →](https://help.servicetitan.com/docs/glossary-overview) Used to retrieve up-to-date quantity levels at that specific time from the supplier. Only triggered when the purchase order is created. [Learn more →](https://help.servicetitan.com/docs/procure-to-pay-p2p-glossary) · [See the full glossary →](https://help.servicetitan.com/docs/glossary-overview)