Manage Team Performance in Field Pro v2: Dashboards, Recordings, and Coaching

Overview

Field Pro v2 gives managers one place to see how their team is performing and act on it. Start with score trends across the whole team, drill into a single scorecard, skill, or technician, then open the recording behind the number. From there you can comment, build a coaching playlist, and share the moment that matters.

Things to know

• You see recordings for the teams in your team access, plus your own. If you move a technician to another team, their past recordings move with them.

• Which scorecard a recording is graded against is set by its recording profile. Most companies use one default profile, and you can optionally assign other profiles to teams or Job Types. Two technicians on different profiles are not measured the same way.

• Performance summaries, coaching insights, and suggested comments are written by Atlas. Every one links back to the recording so you can verify before you coach.

• Recordings are only as complete as your team's recording coverage. Gaps in recording show up as gaps in every dashboard on this page.

• Field Pro v2 recordings also appear in ServiceTitan's standard Field Pro reports, such as Field Pro: Job Recordings. See Use Field Pro v2 reports.

Best practices

• Comment on recordings regularly. Teams get the most from Field Pro when managers listen and comment often, because technicians see that feedback and learn what to work on.

• Compare score against a business metric before you act. A skill score that moves without close rate or average ticket moving may not be the thing to coach.

Use cases

• A service manager sees a team's score trending down while close rate holds steady, drills into Objection Handling, and finds two technicians pulling the average down.

• A manager with a one-on-one at 2:00 opens the technician's profile at 1:50, reads the performance summary, and picks one recording to review together.

• An administrator reviewing a manager's setup confirms the manager's team access covers the teams they coach, and that the team's recording profile is the one they expect.

Step 1: Review score trends on the Scorecards dashboard

Start here when you want to know how the team is doing rather than how one Call went.

1. Go to Field Pro > Scorecards. 

2. Choose a team (or All Teams) and a period (Last 7, 14, 30, 60 or 90 Days, or Month To Date).

3. Review the Score Trend for the period. Use Compare to to add a second line for a business metric: Close Rate (the default), Average Ticket, Tech Generated Leads or Recording Rate. The comparison line covers every team you can see, even when you pick one team. 

4. Review the team leaderboard for the metric you selected.

5. Read the Team Performance Summary. Atlas writes it once a day from the last week of recordings and the past month's trend. It lists focus areas and names the Most improved and Needs attention technicians. It doesn't change when you change the period.

When you pick one team, Standout recordings shows up to three recent calls Atlas picked from the team's highest and lowest scorers, with a note on why each was chosen and an Add to playlist button.

Score Comparison shows each team's (or technician's) scores by scorecard, with trends against the previous period.

What the metrics mean:

• Close Rate: sold jobs as a share of jobs with a Sales opportunity.

• Average Ticket: the average sold amount on sold jobs.

• Tech Generated Leads: jobs where the technician created a Lead.

• Recording Rate: how much of the technician's completed work was recorded.

Tip: A score trend built on a low recording rate describes a small sample, not the whole team.

Every Field Pro page on desktop has Ask Atlas. It knows which page, team and period you're looking at. Ask it about what you see, or ask it to help you prepare a coaching session from a technician's recordings, follow-ups and comments.

Step 2: Drill into a team, a scorecard, and a skill

Each level narrows what you are looking at. Work down until you reach something you can coach.

1. On the Scorecards screen, click a team. The leaderboard switches from teams to the individual users on that team.

2. Select a scorecard in Score Comparison to open its page: its trend, a leaderboard, and a breakdown by category and rubric item.

3. Select a rubric item, for example Building Rapport, to see that one signal: its trend, a leaderboard on it, and the recordings for it, sorted by score.

Tip: This is the fastest way to prepare training. Open one skill, add the top-scoring examples to a playlist, and take that playlist into your next team meeting.

Step 3: Prepare for a one-on-one from a technician profile

Select a technician's name in a leaderboard to open their profile. In order, it shows:

• Performance Metrics: Average Ticket, Close Rate and Tech Generated Leads, with trends

• Recording Rate, with their last recorded job

• Performance Summary: a positive trend, a strength and a growth area, with example recordings 

• That technician's Suggested Actions

• Score Trend for the scorecard you pick

• Recordings, best to worst by default 

• A comparison with the Team Average

Tip: Treat the profile as your one-on-one cheat sheet. Ten minutes before the meeting is enough time to read it and pick the recording you want to review together.

Step 4: Find the recording you need

1. Go to Field Pro > Recordings. 

2. Narrow the list with the filters: date range, user, team, duration, score, disposition, amount, recording profile, Signal, Objection, Status, Sources and scored. Search finds words in transcripts and titles. The newest recordings are first.        

   • Status: Recording, Processing, Complete, Incomplete or Error.

   • Sources: Mobile, Upload or Import.

   • Signal filters by any signal. Objections have their own filter.

3. Click a recording to open it.

Upload a recording directly

Select Upload Recording. Choose the User (it starts on you) and the Audio File. You can also add a Title, a Profile, a Job ID and an Appointment ID. You can upload for yourself or for anyone on a team you have access to. Uploaded recordings show Upload under Sources.

Manage a recording

Open the recording's menu to:

• Copy Link, Download As (audio or text), or Add To Playlist.

• Edit Recording: change the title, description, job ID or appointment ID.

• Reprocess: Re-analyze scores it again with the same transcript; Full Reprocess starts over.

• Exclude From Scoring (or Include In Scoring).

• Delete: this also deletes the recording's comments.

The technician who made the recording, and anyone with access to that technician's team, can use these. Recordings can't be marked private.

Step 5: Review the recording

1. Read the summary at the top of the recording. The summary is also posted to the job's history in ServiceTitan.         

   Note: Your Field Pro settings choose the summary sections for each recording profile. See Recording Profiles and Scorecards in Field Pro V2.

2. Select a timestamp in the summary to jump there. The audio plays from that point and the transcript scrolls to it.

3. On the Transcript tab, bookmarks mark the key moments. A moment is bookmarked when a signal tagged Bookmark finds it, so which bookmarks appear depends on the recording profile.

4. Play back at 0.25x to 2x, and use the search box in the player to find a word or phrase. The transcript follows the audio; select Resume auto-scroll if you scroll away.

Act on a moment

Select text in the transcript to:

• Add comment. The technician is tagged automatically, and you can @mention others on teams you have access to. Check Private comment to limit it to you, the technician, anyone you mention and anyone who replies. Admins and owners can't see private comments either. 

• Add to playlist.

• Copy Link. The link opens the recording at that moment.

Read the scorecard

The Scorecard tab gives a score and a rationale for every signal that was evaluated, with the transcript moments behind it. Signals your profile tracks but doesn't score are on the Signals tab.

Read the coaching section

The Coaching tab shows up to one strength and one growth area for the call, with timestamps you can jump to.

Step 6: Post a comment

Getting comments to technicians is the point of the review. Field Pro v2 drafts one for you so the habit is easier to keep.

1. Open the recording's Comments tab.

2. Expand Suggested comments. Each draft is labeled Praise or Feedback and has a timestamp and Why this suggestion.

3. Edit the text in place, if you want.

4. Check Private comment to keep it private.

5. Select Add Comment.

To keep up with replies across all recordings, go to Field Pro > Comments. The All and Unread tabs list comment threads on recordings you can see. Select a thread to read and reply, or use Mark as Read. Private threads appear only to the people in them.

Step 7: Rate Atlas output

Suggested actions, suggested comments, scores, coaching insights, performance summaries and Ask Atlas replies have a thumbs up and thumbs down. If you choose thumbs down, What went wrong? lets you pick Not accurate, Not the information I want, or Unhelpful, and add a note. You can also just submit. Your ratings help ServiceTitan improve these results.

Step 8: Watch a job while it is still running

You do not have to wait for a job to close to see what is happening on it. A call that is currently being recorded appears in the recordings list, and you open it the same way you open any other recording.

Note: Watching a live job is available on desktop only.

A recording in progress shows Recording status in Recordings. Open it to see:

• A LIVE label and a near real-time transcript. It's usually a few minutes behind, and speaker labels are less accurate than in the final transcript. The time it was last updated is shown at the bottom. If the technician's phone goes offline, the transcript stops updating and may be out of date. 

• Manager Summary: Atlas's summary of the call so far, written for you, covering where the deal stands, objections and risks, and a coaching angle. It shows when it was generated. Select refresh for a new one; this doesn't change what the technician sees.

• Tech Guidance: the Mid-Call Check-In your technician received. 

Both need Enable Mid-Call Check-In turned on in the technician's recording profile. It's on by default. Your company can edit both the Tech Guidance Prompt and the Manager Summary Prompt on the profile's Mid-Call Check-In tab. You also need access to the technician's team.

Build and share coaching playlists

Playlists are under Field Pro > Recordings > Playlists. Add a moment by selecting transcript text and choosing Add to playlist, or add a whole recording from the recording's menu. You can also build playlists from Prepare Coaching in the Manager Console and from Standout recordings.

A playlist is private to you until you share it. Open its menu, choose Team Visibility, and pick the teams that should see it. Only you can edit, share or delete your playlists. People only see the recordings in it from teams they have access to. Sharing is done on desktop.

Want to learn more?

• See Field Pro v2 Manager Console: What to Do Today.

• See Use Field Pro v2 reports.

• See Mid-Call Check-In with Ask Atlas in Field Pro v2.

• See Recording Profiles and Scorecards in Field Pro V2.

• See Field Pro v2 Settings, Permissions, and Teams.