Review calls in the Call Metrics scoreboard

  • Updated on Mar 31, 2026
  • Published on Mar 9, 2026
  • 1 minute(s) read
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Overview

You can review calls that aren’t booked into jobs from the Call Metrics section of the Modular Dashboard. Make sure customer support representatives (CSRs) review unbooked jobs and provide correct analysis.

 Who uses this feature

  • Administrators and managers

Things to know

The Review tab is built:

  • To highlight calls that aren’t booked into jobs

  • To serve as a teaching tool for reviewing unbooked jobs

  • To make sure CSRs provide correct classifications

Review unbooked or not lead calls

  1. In ServiceTitan, go to the navigation bar and click Dashboard.

  2. Choose the date range from the dropdown then click Apply.

  3. Go to Call Metrics.

  4. Click a call to learn more about the call.

  5. Go to CSR Metrics.

  6. Under Agent Scorecards, select an agent. The agent’s scorecard opens.

  7. Click Review.

From the Review tab, you can review Unbooked, Not Lead, or Excused calls and reclassify them, if needed.

Note: Booked, or Lead calls don’t appear in this tab.

Want to learn more?

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