---
title: "Review calls in the Call Metrics scoreboard"
slug: "review-calls-in-the-call-metrics-scoreboard"
updated: 2026-03-31T13:39:34Z
published: 2026-03-31T13:39:34Z
---

> ## 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.

# Review calls in the Call Metrics scoreboard

## 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.

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### 

#### 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**. ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/image-1773055327193.png)
3. Go to **Call Metrics**. ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/review-calls-in-the-call-metrics-scoreboard-image-puseni0n.png)
4. Click a call to learn more about the call. ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/review-calls-in-the-call-metrics-scoreboard-image-bbydr8fr.png)
5. Go to **CSR Metrics**. ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/review-calls-in-the-call-metrics-scoreboard-image-3r2cnz3p.png)
6. Under **Agent Scorecards**, select an agent. The agent’s scorecard opens. ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/review-calls-in-the-call-metrics-scoreboard-image-0dc5y875.png)
7. Click **Review**. ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/review-calls-in-the-call-metrics-scoreboard-image-ijkol78z.png)

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?

- Visit ServiceTitan Academy to enroll in [Modular Dashboard](https://servicetitan.docebosaas.com/academy/learn/courses/320/modular-dashboard)
- See [Dashboard CSR metrics](/v1/docs/dashboard-csr-metrics)
- See [Reclassify and edit calls](/v1/docs/reclassify-and-edit-calls)