View and manage Insights in ServiceTitan

Coming ST-80

Overview

Insights is the reporting side of Voice Intelligence. It gives managers a team-level view of booking rates, objection patterns, and agent quality in one place. Use Insights to see why bookable calls aren't converting, track performance over time, and decide where coaching will have the most effect.

Things to know

• All rate and count metrics update based on the filters you have selected.

• The Bookable Rate is the percentage of all calls classified as bookable. The Booking Rate is the percentage of bookable calls that resulted in a booked job.

• For accounts on ServiceTitan Max, the Voice Intelligence booking rate replaces the legacy booking rate. The legacy number no longer appears in your dashboards.

• Coaching Opportunities rank behaviors by how often they appear as improvement areas across all analyzed calls.

• Only recorded calls are analyzed, so Insights reflects your recorded call volume rather than your total call volume.

Filter Insights

Insights has three tabs: Overview, Opportunity vs Loss, and Performance. All three share the same filter controls, so setting a filter on one tab applies it everywhere.

1. In the navigation bar, go to Calls > Insights.

2. To adjust the date range, click the Date range filter at the top of the screen, then enter or select a start and end date.

3. To filter by campaign, click Campaigns and select one or more campaigns.

4. To filter by agent, click Agents and select one or more agents from the list.

5. To apply additional filters, click Filters, select from the available options, then click Apply.

6. To reset all filters, click Clear Filters.

Review the Overview tab

The Overview tab gives you a funnel view of call performance, alongside trend charts and objection breakdowns.

1. In the navigation bar, go to Calls > Insights. The Overview tab opens by default.

2. At the top of the screen, review the summary metrics:

   • Total Calls for the selected period

   • Calls Answered, and the percentage of total calls answered

   • Bookable Calls, and the percentage of answered calls that were bookable

   • Captured, meaning booked calls, and the percentage of total calls that resulted in a booking

   These metrics also appear as a Call Funnel, showing how calls narrow from total volume down to booked outcomes.

3. Review the Rates section to see trends over time. The chart plots three lines:

   • Abandoned Rate: Percentage of total calls abandoned before being answered

   • Bookable Rate: Percentage of calls classified as bookable

   • Booking Rate: Percentage of bookable calls that resulted in a booking

   Hover over any point on the chart to see the exact values for that day. Average rates across the date range appear above the chart as summary tiles.

   Tip: Use the All Rates and Individual toggle to switch between a combined view of all three rates and one rate at a time.

4. Review the Top Objections bar chart to see which objections most often prevent bookings. Each bar shows the percentage of unbooked calls where that objection occurred.

5. Review the Objections by Agent table to see which agents encounter the most objections. You can search for a specific agent or filter by objection type.

6. Review the Top Coaching Opportunities bar chart to see the behaviors most often flagged for improvement across all calls.

Review the Opportunity vs Loss tab

The Opportunity vs Loss tab breaks down how calls are being handled, from how many were answered through to how bookable calls are distributed across service types.

1. In the navigation bar, go to Calls > Insights.

2. Click the Opportunity vs Loss tab.

3. Review the summary metrics at the top of the screen:

   • Total Calls, split by inbound and outbound

   • Answer Rate: Percentage of calls answered, with answered and abandoned counts

   • Bookable Rate: Percentage of calls classified as bookable, with bookable and unbookable counts

   • Booking Rate: Percentage of bookable calls that were booked, with booked and unbooked counts

   • Booked Jobs and Paid Revenue associated with the booked calls

4. Review the Non-Bookable Calls chart to see what kinds of calls are not generating revenue, such as General Inquiry, Appointment Confirmation, or Status Check.

5. Review the Bookable Calls chart to see how bookable calls are distributed across service types, such as Repair or Fix, and Maintenance.

6. Review the Lost Opportunities section to see the top objections that prevented bookings during the selected date range.

Review the Performance tab

The Performance tab gives you an agent-level view of scorecards and coaching opportunities, along with a handle time breakdown.

1. In the navigation bar, go to Calls > Insights.

2. Click the Performance tab.

3. Review the summary metrics at the top of the screen: Total Calls, Acceptance Rate, Bookable Rate, and Booking Rate for the selected period.

4. Review the Playbook Score section. The Overall score is the average composite score across all analyzed calls for your selected filters. Four category scores break it down:

   • Professionalism & Branding: Average score for greeting, branding, and call closing

   • Customer Engagement: Average score for rapport, empathy, and call control

   • Information Gathering: Average score for customer detail collection and need discovery

   • Outcome & Objection Handling: Average score for booking attempts and objection recovery

5. Review the Overall Performance leaderboard to see how agents rank by score, listed highest to lowest.

6. Review the Top Coaching Opportunities bar chart to see the behaviors most commonly flagged for improvement across all agents.

7. Review the Handle Time Breakdown to see how agents are spending time on calls. Average Handle Time is shown as a total, then split into three segments:

   • Time to Accept: Average time before the agent picked up the call

   • Talk Time: Average duration of the conversation

   • After-Call Work: Average time spent on post-call tasks

Want to learn more?

• See Monitor call performance with Voice Intelligence in ServiceTitan

• See View and manage Call Analysis in ServiceTitan