Set up Call Playbooks and review job mismatches in Voice Intelligence

Overview

Voice Intelligence checks whether the job booked from a call matches what the call was about. When the job type or business unit doesn't match, the call gets a Job Mismatch flag. Managers can accept the suggested values to fix the job without re-listening to the call.

Things to know

• Voice Intelligence predicts a job type and business unit for every call it marks bookable, whether or not a job was booked.

• Call Playbooks descriptions are shared with Voice Agent, so you only write them once. Descriptions you already wrote for Voice Agent appear in Call Playbooks.

• If your business units are filtered by zone and the customer's zip code can't be found, Voice Intelligence doesn't predict a business unit and explains why.

• Until a suggestion is accepted or declined, it follows whichever job is linked to the call now. Once accepted or declined, the result is locked.

• Accept and Decline apply to all suggested values at once. You can't accept some values and decline others.

• Trades and custom fields aren't included yet.

Best practices

• Write a clear description for each job type, business unit, and tag. Descriptions are optional, but better descriptions lead to better suggestions.

• Remove the Accept / Reject Job Suggestion permission from anyone who shouldn't change jobs. It's on for all users by default.

• Check the unreviewed job mismatch count in Insights regularly, and use the per-CSR mismatch chart to coach booking accuracy.

Use cases

• A CSR books a water heater replacement call under a repair job type. Voice Intelligence flags the mismatch, and a manager accepts the suggested job type so dispatch and reporting are correct.

• A manager notices one CSR has many job mismatch flags. The acceptance rate shows the flags are accurate, so the manager coaches that CSR on choosing business units.

Step 1: Describe your job types, business units, and tags in Call Playbooks

1. Go to the top toolbar and click Settings.

2. In the side panel, go to Voice Intelligence > Call Playbooks.

   Note: In Contact Center Pro, the Call Playbooks tab in Voice Intelligence settings opens the same page.

3. Click the Job Types, Business Units, or Tags tab.

4. For each item, enter a plain-language Description of what it means for your business, up to 500 characters.

5. When finished, save your changes.

Step 2: Review job mismatches in Call Analysis

1. In the navigation bar, go to Calls > Call Analysis.

2. Filter the table by the Job Mismatch flag.

3. Click a flagged call. In the Call Details panel, the suggested job type and business unit appear under the job number.

4. Click Accept to update the job with the suggested values, or Decline to leave the job as it is. Either way, the call is marked reviewed, and the decision is added to the call's audit history with who made it and when.

   

5. If the job is on hold, in progress, or completed and the business unit changes, choose whether to also update the business unit on the job's invoice items: Yes, update invoice item's business unit, No, do not update, or Cancel.

Note: On a bookable call with no job, the predicted values are shown for reference only. If the job is unlinked from the call, the suggestion stays on the call with a Job [number] detached note, and Accept returns if the job is linked again.

Track job mismatches in Insights

• The Overview tab shows the count of unreviewed job mismatches.

• The Opportunity vs Loss tab shows job mismatch flags per CSR with the acceptance rate, and job type counts split by booked and unbooked calls.

• A job type and business unit filter works across all Insights pages and the Call Analysis table.

Want to learn more?

• See View and manage Call Analysis in ServiceTitan

• See View and manage Insights in ServiceTitan

• See Voice Agent: Job type description library