What is a manual call in ServiceTitan?
A manual call isn't an actual phone call. It is a job that is booked manually without an incoming call and is organized by a job campaign.
How do I create a manual call?
To create a manual call, click the Manual Job option and book a job from the Call Booking screen, or book a job in Follow ups > Upcoming Appointments. Manual calls appear in the Manual Call tab of the Agent Scorecard.
Why would a manual call not appear in the Agent Scorecards?
The Agent Scorecards in the Dashboard only include incoming calls and manual jobs. Agent Scorecards don't include outbound calls, so if a manual job is booked by an outbound call, it should not appear on the Agent Scorecard. To check if a call is a manual call, go to Settings > Job History > Calls.
Why is a manual call not labeled as booked?
Jobs booked through manual call bubbles aren't classified as Booked if there is no inbound call associated with the job. You can attach an inbound call to a manual call job and reclassify that inbound call as Booked, which allows you to label the manual call as Booked.
Is it possible to reclassify a manually booked job as booked?
Yes, you can attach an inbound call to a manual call job and reclassify that inbound call as Booked, which allows you to label the manual call as Booked. You can also attach an outbound call to the manual call job and reclassify the outbound call as Booked.
Note: Agent Scorecards exclude outbound calls. Booked outbound calls or jobs only appear in the Office Performance dataset reports as Booked.
What's the best way to report on manual calls?
You can't report on manual calls in a single report. However, you can try the following options:
If all of your tracking numbers have a campaign, you can filter a Jobs dataset report so that the Call Campaign is null, and find all jobs without a call.
Add a tag or custom field and report on the tag or field by using the Jobs dataset.
Does marketing reporting include manual calls?
No, manual calls aren't included in marketing analytics. New customers Key Performance Indicator (KPI) in Analytics' Performance Totals is taken from the Campaign Summary report's Unique Calls from New Customers KPI. That KPI only counts actual calls to tracking numbers, not manual calls.
What's the difference between a Manual Call Booked and an Outbound Call Booked?
A Manual Call Booked is a job booked manually in the Calls/Job Booking tab without an inbound or outbound call associated with it. An Outbound Call Booked is a job booked manually by an employee that resulted from an outbound call to a customer, where that call is classified as A job was booked for this call.
When you search for this call, the Call Type will show as Booked, and the Call Direction will display as Outbound.
How do I reclassify an outbound call?
There are several ways to reclassify an outbound call:
Identify the job that is missing from the Agent Scorecard, identify the call marked as booked on the job, and detach that call from the job. This marks the job as Manual Job and it appears under the Manual KPI of the Agent Scorecard. Then, to reclassify the call as unbooked, search for the call, reclassify the call as related to an existing job, and relate the call to the manual job.
Note: When you reclassify the call, you can mark the call with the A job was booked for this call option.
Use an Office Performance Report. The report includes a KPI called Total Jobs Booked by Employee and Outbound Calls Booked which can be used to help identify if the Agent Scorecard is accurate.