Overview
Coming Soon
The Insights page in Outbound Virtual Agents gives administrators and customer service representatives (CSRs) a centralized view of how outbound campaigns are performing. It tracks key metrics like lead volume, response rates, and conversion rates across all active goals, so you can identify what's working and adjust messaging, timing, or targeting to improve results over time.
Who uses this feature
Administrators and CSRs
Primarily benefits Residential Service and Replacement
Tailored for Plumbing, HVAC, Electrical, and Garage Door trades
Feature configuration
To get started with Outbound Virtual Agents, reach out to your Customer Success Manager (CSM) or Pro Account Manager (PAM).
The following permissions are required to use this feature. Please contact the account administrator on your team.
View Customer Chats: Required to access the Interactions page
Send Message: Required to use Takeover on interactions
Listen to Call Recording: Required to view call transcripts and recordings in the interaction detail drawer. Without this, call data is hidden even if the user can see the rest of the interaction.
Things to know
Insights data is filtered by time period. Use the Time Period dropdown at the top of the page to adjust the date range. The default view is the last 30 days.
Top-level metrics on the Insights page reflect performance across all active goals. Click into a specific goal card to see a detailed breakdown for that goal only.
The Conversion Funnel chart shows how leads move through each stage of the outreach sequence — from initial contact through to job completion — so you can see exactly where leads are dropping off.
Jobs and revenue data reflects bookings and completed jobs that were originated by Outbound Virtual Agents campaigns. Bookings created by the AI agent are tagged for reporting.
Best practices
Review Insights regularly and adjust messaging or cadence timing based on conversion performance.
Compare response rates across campaigns to identify which lead sources are engaging most. Lower response rates on a specific campaign may indicate the message needs to be adjusted or the cadence changed.
If you don't have campaigns specific to different lead sources, test out distinct campaigns.
Check your lead sources and make sure your integrations are set up properly. If you're having issues with your integrations please loop in integrations@servicetitan.com
If you're using Scheduling Pro, make sure you send abandoned leads to ServiceTitan via Bookings or Leads.
Use cases
An administrator reviews Insights at the start of each week to compare how the Google LSA and Angi campaigns are converting, then adjusts the follow-up cadence on the lower-performing campaign.
A CSR uses the Conversion Funnel to identify that most leads are dropping off after the first SMS but before the Voice Agent step, then works with the admin to shorten the delay between steps.
Review top-level Insights metrics
Go to the navigation bar and click Growth.
Select Insights.
At the top of the page, use the Time Period dropdown to select the date range you want to review.
Review the four top-level metric cards:
Leads: Total number of leads contacted by Outbound Virtual Agents in the selected period
Avg Response Rate: The percentage of leads who responded to at least one outreach attempt
Conversions: The number of leads that resulted in a booked job
Avg Conversion Rate: The percentage of leads that converted to a booked job
Tip: Each metric also shows a trend indicator (increase or decrease) compared to the previous equivalent time period.
Review goal-level performance
On the Insights page, scroll down to Goal Performance Metrics.
Locate the goal card you want to review (for example, Speed to Lead).
Review the goal-level summary, which shows:
Conversion Rate for this goal
Response Rate for this goal
Total Revenue generated by bookings from this goal
Click the arrow icon on the goal card to open the detailed Speed to Lead Insights page.
Review the Conversion Funnel
On the Speed to Lead Insights page, review the Conversion Funnel chart.
The funnel shows the number of records at each stage of the outreach sequence:
Leads: Total leads that entered the campaign
Conversations Started: Leads the agent initiated contact with
Responses: Leads who replied to at least one message
Conversions: Leads who converted (job booked)
Jobs Booked: Confirmed booked jobs
Jobs Completed: Jobs that have been completed
Each bar also shows the percentage change compared to the previous time period.
Review detailed performance metrics
Below the Conversion Funnel, review the collapsible metric sections.
Conversion
Conversion Rate: Percentage of leads that became booked jobs
Conversions: Total number of converted leads
Leads: Total leads in the period
Median Time to Convert: The median time from first contact to booking
Jobs & Revenue
Jobs Booked: Total jobs booked by the AI agent
Jobs Completed: Total completed jobs originating from Outbound Virtual Agents
Completed Job Revenue: Total revenue from completed jobs
Average Ticket: Average revenue per completed job
Performance
Median Speed to Lead Time: The median time between a lead entering ServiceTitan and the agent's first outreach
Opt Out Rate: The percentage of leads who opted out of further messages
