Overview
Field turns every recorded customer conversation into evidence you can coach, score, and act on — without sitting in a truck. In ServiceTitan Max, the manager workflow lives across three connected surfaces in the office: Recordings (review individual calls), Scorecards (see how technicians and teams are tracking against your process), and Insights (the weekly performance dashboard with conversion rate, revenue, objections, and adoption trends). Reports add a fourth layer for cross-referencing recording activity with job, opportunity, and lead-source data in ServiceTitan.
This guide explains how those four surfaces work together, how Field fits into the wider ServiceTitan Max workflow alongside Contact Center, Dispatch Pro, Pricebook, and Atlas, and how to use the metrics to drive better outcomes.
Who uses this feature
Administrators, business owners, and sales managers
Primarily for Residential Service and Replacement business types
Feature configuration
The View Recordings permission is required to review recordings. The View Field Pro permission is required to use Field surfaces. Contact your account administrator.
Scorecard categories and weights are configured during onboarding to match your business needs. For changes, contact your PAM.
Things to know
Manager visibility is downstream of technician recording. Field Insights, Scorecards, and Reports only reflect jobs your technicians actually recorded. Coverage gaps in the Field Mobile App show up as gaps in your data.
Recordings typically appear in the office within 15–30 minutes of a job being marked Completed, depending on device and network speed.
Scorecards are not retroactive. They apply only to recordings created after scorecards are set up. They don't reprocess older recordings.
Coaching spotlight updates daily at 3:00 AM Eastern Time — it surfaces one strength and one growth area per technician relative to the company average.
Recordings are stored indefinitely in the ServiceTitan backend so you can review at any time. Admins can manage and delete recordings for their team. You're responsible for setting a data retention period in line with applicable privacy laws and your legal counsel's guidance — contact your PAM to configure it.
Sensitive data (PII, credit card numbers) is automatically redacted from transcripts when detected by Titan Intelligence.
Exporting scorecards is currently unavailable. You can export charts and tables from the Insights screen.
How Field fits into the ServiceTitan Max workflow
A Field recording is the last link in a chain that starts long before the technician arrives at the door. In ServiceTitan Max, the full path looks like this:
Marketing captures the lead and routes campaign attribution back to ServiceTitan. Reputation and follow-up workflows close the loop after the job.
Contact Center answers the inbound call, books the job, and writes the opportunity into ServiceTitan with full context. (Contact Center replaces Phones Pro for ServiceTitan Max customers.)
Scheduling captures self-scheduled bookings from your website 24/7, feeding the same dispatch queue.
Dispatch uses Titan Intelligence to assign the right technician based on skills, location, and capacity.
Pricebook powers the catalog the technician will quote from, with Dynamic Pricing rules already applied.
Field records the conversation, links the recording to the job, and ties the outcome to estimates the technician built. Atlas answers troubleshooting and equipment questions inside the Field Mobile App during the conversation. Field Insights, Scorecards, and Recordings turn that conversation into coaching evidence in the office.
This matters for the manager view because the data you see in Field is only as good as the upstream workflow. Clean lead capture in Contact Center produces accurate job-source attribution in Reports. Dispatch matching the right technician to the right job produces fairer scorecard comparisons. Pricebook keeping prices current means estimates close at the price the technician quoted — and the Won/Lost outcome tied to the recording reflects real sales performance, not pricing noise.
Best practices
Set a weekly coaching cadence around the Insights Summary. It's designed for weekly meetings — celebrate Top Closers, replay examples from Key Performance Drivers, and review Missed Opportunities together.
Filter Insights by team or technician before drawing conclusions. Whole-company averages hide the variation that matters. Use the Team and date-range filters on every tab.
Pair Recording Usage with Job Recordings reports. Recording Usage in Insights shows who's recording in Field Pro; the Field Pro Recordings Per Technician report in ServiceTitan Reports shows appointments run versus recordings captured. Together they tell you whether a coverage gap is an adoption problem or a missed-jobs problem.
Use playlists for onboarding. Build a "Top examples" playlist with strong objection-handling and rapport moments, and a "Coaching opportunities" playlist for common growth areas. New hires hear real examples from your own team.
Listen to at least one recording per technician per week and leave a comment. Listening Usage in Insights surfaces manager engagement — and reps know when a manager is paying attention.
Verify with the source. Coaching spotlight and Ask Field are AI-generated. Each one links to the moment in the transcript so you can confirm before coaching.
Mark outcomes correctly. The Won / Not won status drives win-rate metrics across Scorecards and Insights. If an estimate sold above the Sold Threshold for the job type, the recording outcome is set automatically — but if you change a sale after the fact, update the recording status to match.
Use cases
A residential service manager opens Insights > Summary every Monday, plays the two Key Performance Drivers from last week in the team huddle, and assigns one rep a playlist of Top Closer examples for self-study.
A business owner uses Insights > Objections to spot that Options were too expensive spiked 30% last month, then runs Insights > Process Adherence to check whether technicians are still pitching financing — and uses the Process Adherence table to drill into who isn't.
A sales manager opens the Scorecards > Teams tab, sees a technician's Skills score is well below the team average for Objection Handling, and uses Coaching spotlight's example recordings as the basis for their 1:1.
An administrator schedules the Field Pro Recordings Per Technician report to email team leads every Monday, so coverage gaps get addressed before they become trends.
A manager reviews a high-value estimate that didn't close: opens the recording from Field Pro > Recordings, reads the AI Summary, jumps to the Closing bookmark in the Transcript, and uses Ask Field Pro to ask "How did the technician handle the objection?" before coaching.
Step 1: Review individual recordings in Field Pro
The Recordings screen is where you go when a specific job or technician needs attention. Use it to scan summaries, jump through transcripts, score the call against your process, and capture coaching feedback.
Open and manage a recording
Go to the navigation bar and click Field Pro
.In the side panel, click Recordings.
On the All Recordings screen, use the Search field and filters to find the recording.
Tip: Combine Team and Score filters to quickly find targeted recordings (for example, low-scoring closes on a specific team).
Click a recording to open it.
To take action on the recording, click More
and choose one of:Share — copy a link for your team.
Download as — save as Audio or Text.
Add to playlist — collect examples for coaching or onboarding.
Status — mark the sales outcome to Won or Not won.
Transcription language — switch the transcript between English, Spanish, or French.
Delete — remove the recording from your account.
Review the call
The Summary tab shows an AI-generated overview of the call, including services offered, customer concerns, accepted work, and suggested next steps. Each item links directly to the matching point in the transcript.
The Transcript tab shows the full conversation. Click any section to play that part of the call. Highlight text to add a public or private comment.
Tip: Use bookmarks to jump straight to key events.
In the side panel, click Show Job Details to open the Job Details flyout. It shows key job information and links to the two most recent customer recordings for quick comparison.
The Estimates tab shows all estimates linked to the job. Click any estimate to view its details.
Note: Recording outcome is tied to estimate outcome — Won when a sold estimate exceeds the Sold Threshold of the Job Type, Lost if the opportunity is marked Dismissed, Open if no estimate exists or the appointment is No Charge, and Empty if the recording captured no audio.
Score and coach the recording
The scorecards section on the recording detail screen evaluates the call across three areas with weights set during onboarding: Process, Skills (Building Rapport, Finding a Compelling Need, Objection Handling, Closing), and Communication (Speaker Share, Pacing).
Click a scorecard section to view the breakdown and metric descriptions. Each metric links to the exact moment in the transcript with a time stamp.
Click Ask Field Pro to analyze the transcript and answer specific coaching questions, such as What could the technician improve? or How did the technician handle the objection? Each answer cites direct references from the transcript.
Use the Comments tab to see all feedback on the recording, reply to threads, and add new comments. To add one, highlight text in the transcript, choose Public or Private, then click Send.
Step 2: Track team and technician performance in Scorecards
Use Scorecards when you want to see how performance is trending across the organization rather than digging into one call.
View the Scorecards Overview
Go to the navigation bar and click Field Pro > Scorecards.
On the Overview tab, you'll see:
Company name and overall score — a single, company-level score.
Scorecards — Process, Skills, and Communication, each showing score and weight.
Categories — the categories configured for your account during onboarding.
Team cards — one card per team, showing the team's score, number of recordings, and win rate (%).
Click any scorecard to open its categories. Click a team card to open that team's performance breakdown in the sidebar.
Drill into a team
On the Scorecards screen, click Teams.
Choose the team from the Team dropdown, the scorecard from the Scorecard dropdown, and a time range from the Date filter.
The Teams screen shows the selected team's overall score, the three scorecards (Process, Skills, Communication) with their scores and weights, the categories for each, and Technician cards — one per technician, with score, number of recordings, and win rate.
Click a technician card to open their performance details in the sidebar, including Coaching spotlight — an AI-driven summary that highlights one key strength and one growth area from recent recordings, with example recordings linked so you can verify and coach.
Step 3: Use Insights as your weekly performance dashboard
Insights is the closest thing to a Field "manager dashboard." It pulls KPIs and trends across the team into a single set of tabs and is designed to drive weekly coaching conversations.
Go to the navigation bar and click Field Pro > Insights.
Tip: Use the date range, technician, sales manager, and team filters to focus on the exact group or time period you want to analyze. Click Export to export KPI data.
Choose the tab that matches what you want to explore:
Summary
A weekly snapshot showing how performance is trending over the past four weeks. Use the Date filter to choose a week and the Team filter to focus on one team. The Weekly Insights Summary shows:
Key Performance Drivers — two to three of the most important behaviors from the past week that drove results, each with real examples you can play back.
Field Rep Performance — Top Closers (technicians who converted the most jobs, with strengths and recommended feedback) and Missed Opportunities (up to three reps who missed potential closes, with reasons and coaching tips).
Manager Engagement — recordings listened to, comments left, and overall coaching participation.
Objections
Identifies the most common objections in the sales process. KPIs include:
Total Objections — total objections recorded.
Total Recordings — total recordings in the selected date range.
List of Objections — objections with the percentage of recordings that include each one.
All Recordings — every recording containing an objection.
Objections by Technician — per-technician breakdown.
Process Adherence
Shows how closely technicians are following your established sales process. KPIs include Total Bookmarks (across all recordings in the time period) and Total Recordings. The Process Adherence table lists bookmarks and the percentage of recordings that include each one. Click any bookmark to see a description and a chart of recordings by technician.
Listening Usage
Tracks who's listening to recordings — your own coaching engagement, in other words. KPIs include Total Listens, Total Users Listening, and Total Team Listening, plus tables for Recording Listens Per User and Recording Listens Per Team.
Recording Usage
Identifies which technicians are using Field to record their conversations. KPIs include Total Recordings, Technicians that Recorded, and Recordings per Technician, plus Recordings by User and Recordings by Team charts.
Speech Analytics
Analyzes spoken metrics from recorded conversations. Includes a By Team (Average) chart and a By Technician (Average) table for individual speech analytics metrics.
Step 4: Cross-reference recording activity in ServiceTitan Reports
For analysis that combines recording data with job, opportunity, technician, and lead-source data, use the Job Recordings dataset in ServiceTitan Reports.
Go to Reports and open one of the four preloaded Field Pro reports, or create a custom report using the Job Recordings dataset:
Field Pro Job Recordings
Field Pro Recordings Overview
Field Pro Recordings Per Technician
Field Pro Technician Recording Activity
Filter by date range, technician, or event type to focus on specific recording activity.
Review recording metrics like average duration, recording source, and appointments run compared to recordings captured per technician.
Export or schedule the report to share with your team.
Tip: The Field Pro Recordings Per Technician report is especially useful for spotting adoption gaps — appointments run versus recordings captured tells you whether a coverage problem is about job volume or about consistent app use.
Maximizing recording quality and compliance
Recording quality is upstream of every metric in this article. If technicians aren't recording consistently, or recordings are coming back empty, your dashboards will be unreliable.
Set technicians up to capture clean recordings
One device per job. Multi-device recording is not supported in the Field Mobile App. Technicians should install and arrive on a single device per job to capture the full recording.
Open the Field Mobile App in the foreground. Recording does not start with the device locked or the app backgrounded. If a technician relies on Auto-Arrive (within 125 meters of the job site) but their phone is locked, the recording won't start.
Avoid switching devices mid-job. The recording starts on the device where the technician taps Arrive and ends when they mark the job Completed. Switching devices can break the recording link.
Charge fully each shift. Recording, GPS, and Atlas all consume battery — a dead phone means lost recordings.
Separate recordings for multi-day jobs. Recordings cannot be paused overnight. The phone's system closes apps after extended inactivity. Technicians should create a new recording for each day on a multi-day job.
Compliance and consent
Customer consent practices vary by state and country. ServiceTitan customers are responsible for ensuring Field use complies with applicable laws — seek advice from independent legal counsel for compliance questions.
One-party consent jurisdictions: Recording does not require the other party's consent, but transparency is still a best practice. Technicians should verbally inform customers as part of their standard greeting.
Two-party consent jurisdictions: Technicians must inform the customer that the conversation is being recorded before the recording begins. If the customer continues the conversation after being informed, that constitutes implied consent.
SMS pre-notification helps but isn't enough. You can customize Contact Center dispatch and reminder messages (and ServiceTitan customer notifications) to let customers know conversations may be recorded — a good first step. But an SMS might be received by someone other than the person speaking with the technician, so technicians in two-party-consent jurisdictions must still verbally inform customers at the door.
In-product consent confirmation. Depending on applicable laws, Field can be configured to prompt for in-product consent on a confirmation window before recording begins. Work with your PAM to configure this.
Set a data retention period. Recordings are stored indefinitely by default. You're responsible for setting a retention period in line with applicable privacy laws. Contact your PAM to configure retention.
PII and credit card redaction is automatic when detected by Titan Intelligence, but you should still coach technicians not to read sensitive details aloud unnecessarily.