Understand call classifications

Overview

Call classifications help managers and business owners know what the outcome of each call is. ServiceTitan automatically classifies calls by identifying whether they were answered, how long they lasted, and if they were successfully booked. This helps your business monitor CSR performance and ensures that calls are properly associated with the right records.

Who uses this feature

Administrators and managers

Things to know

You need to set up call reasons first; otherwise, any call longer than 60 seconds will be classified as a lead, impacting the CSR's conversion rate. Without proper setup, your call data and marketing reports may be unreliable, and you may not be able to calculate campaign ROI or CSR performance. For more information, see Set up call reasons.
Abandoned and unanswered calls hurt the accuracy of reporting and affect business efficiency. Be sure to Manage abandoned calls and unanswered calls.
Calls that are incorrectly classified due to CSR errors or other factors should be corrected. For more on how to classify calls, see Reclassify and edit calls.

Understanding calls vocabulary

ServiceTitan term	When is this term used?	What this triggers in ServiceTitan
Not a Lead	The CSR has selected a Call Reason with the Is Lead box deselected in Settings > Operations > Call Reasons.	The call is classified as Not a Lead and appears as NotLead under the CSR Metrics section of the Dashboard.
Booked Call	The CSR books a job. The lead is now a booked call.	Booking jobs positively impact the Call Booking Rate (% Booked) for the company and the individual CSR. On the Dashboard, the booked call appears as an Appt under Call Metrics.
Abandoned Call	A CSR answers a call but forgets to click the incoming call bubble in ServiceTitan. No one answers the call.	This indicates that the call doesn’t have an associated CSR account. Abandoned calls cannot be linked to the appropriate customer or job, which affects CSR conversion rates, call reporting, and related KPIs. On the Dashboard, abandoned calls are displayed in the Agent Scorecards section. You can navigate to the Abandoned screen to reclassify the abandoned call.
Unbooked Call	A CSR answers a customer call lasting over 60 seconds, but no job is booked.	Unbooked calls will impact the CSR call booking rate (CSR conversion rate). On the Dashboard, you need to click the call to follow up. Tip: You can listen to the call to see why no job was booked.
Excused Call	A call comes in from UPS. The user actions show it wasn’t related to job booking. For example, rescheduling a job would automatically mark it as excused.	You cannot manually mark a call as excused. When you specify a call reason, the call type will be either Unbooked or Not a Lead depending on your Call Reason settings.

Classifications in the Call Booking workflow

As you move through the process of answering, engaging in, and booking a call, the point at which the call ends determines its classification. The chart below shows which actions at specific points in the call booking process lead to which classifications.

Note: This process applies to basic phone integration only.

Each step in the call process is checked by the system for classification.

Call comes in:
1. Not answered? Abandoned Call
2. Call bubble not clicked? Abandoned Call
3. Call answered? Answered Call
Answered call:
1. Call ends in less than 60 seconds? Excused call
2. Call continues for 60 seconds? Ongoing call
Ongoing call:
1. Call ends without a booked job? Unbooked call
2. Call ends after a job is booked? Booked call

Want to learn more?

Visit ServiceTitan Academy to enroll in Call Booking Essentials
See Call Booking