--- title: "View and manage Insights in ServiceTitan" slug: "view-and-manage-insights-in-servicetitan" status: "update" updated: 2026-09-08T15:01:04Z published: 2026-09-08T15:01:04Z canonical: "help.servicetitan.com/view-and-manage-insights-in-servicetitan" --- > ## Documentation Index > Fetch the complete documentation index at: https://help.servicetitan.com/llms.txt > Use this file to discover all available pages before exploring further. # View and manage Insights in ServiceTitan ## 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. --- ### #### Who uses this feature - Administrators and managers - Applies to all business types - Applies to all trades #### Feature configuration - This feature is currently in Early Access and is subject to change. - To have Voice Intelligence enabled for your account, contact your Customer Success Manager (CSM). - The *Voice Intelligence* and *View Insights* permissions are required to use this feature. Please contact the account administrator on your team. This permission is off by default for all roles. ## 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. ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/image(316).png) 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: These metrics also appear as a *Call Funnel*, showing how calls narrow from total volume down to booked outcomes. - **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 3. Review the *Rates* section to see trends over time. The chart plots three lines: 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] > **Tip:** Use the **All Rates** and **Individual** toggle to switch between a combined view of all three rates and one rate at a time. - **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 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. ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/image(315).png) 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. ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/image(314).png) 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](/v1/docs/monitor-call-performance-with-voice-intelligence-in-servicetitan) - See [View and manage Call Analysis in ServiceTitan](/v1/docs/view-and-manage-call-analysis-in-servicetitan)