Find and manage abandoned and unbooked callsLast updated on 03/15/2023

BEST PRACTICES

Understand how abandoned calls will negatively impact your office efficiency, KPIs, and reporting

When ServiceTitan classifies a call as an abandoned call, this means that ServiceTitan can't determine which CSR took the call, or which customer or job should be attached to the call. When a call has been abandoned, the call can't be attached to the appropriate customer or relevant job, nor will the call be properly accounted for in CSR conversion rates, call reporting, or any call-related KPIs.

Train CSRs to click the incoming call bubble, to avoid unnecessary abandoned calls

CSRs should remember to click the green incoming call bubble every time they answer a call. When CSRs do this, your office will be more efficient and you won't need to listen to and reclassify calls.

Find abandoned and unbooked calls
Manage abandoned and unbooked calls
FAQ

Find abandoned and unbooked calls

Go to the navigation bar and click Dashboard. Use the Unbooked Calls section to see all calls that require special attention.

If a call is in the Unbooked Calls section, it requires the manager's attention.

The icon to the far left tells you whether it was an unbooked call or an unanswered call.

Unbooked Call:

Unanswered Call:

Click any call in the Unbooked Calls section to listen to the call, add tags to the call, fill out call forms, or reclassify the call.

Note: Ideally, every call you see in the Unbooked Calls section of the dashboard should be a call that truly requires your attention. For example, an after-hours call or an unbooked call. Not a call where the CSR booked a job or talked to an existing customer, but simply forgot to click the call bubble.

Find abandoned calls in Agent Scorecards

In addition to the Unbooked Calls section, abandoned calls will also appear under the CSR Metrics section of the dashboard in agent scorecards (CSR scorecards).

If you have abandoned calls, ServiceTitan automatically generates a CSR profile that says Abandoned Calls. This profile shows the number of abandoned calls only, not the unbooked calls.

Use Search to find abandoned calls

Go to the navigation bar and click Search .
Click the Search dropdown then select Call.
Use the Call Type filter to search for abandoned or unbooked calls.
Tip: You can search for other types of calls too.

Manage abandoned and unbooked calls

Your office manager needs to attach the correct CSR and reclassify the call.

Click the abandoned call.
Click to listen to the call. Determine who the CSR was, and what happened during the call (was it a wrong number? was a job booked? is this an unbooked call lead? does the customer need a call back?)
Once you've listened to the call, you can perform the necessary follow-up. Click I’d like to reclassify the call to correctly log the call (booked job, unbooked call, excused call, etc). Attach the correct CSR to the call. Enter other call details if needed (notes, tags, etc.)
For more, see Reclassify and edit calls.

FAQ

Abandoned Call - FAQ

What is the difference between an abandoned call vs. unbooked call?

An abandoned call is not the same as an unbooked call.

Abandoned call: The call was answered, but the CSR did not click the incoming call bubble. Or, no one picked up the phone (the call was unanswered). For more, see the Abandoned call section of the ServiceTitan Glossary (commonly used ServiceTitan terms).
Unbooked call: The CSR clicked the incoming call bubble, but a job was not booked. For more, see the Unbooked call section of the ServiceTitan Glossary (commonly used ServiceTitan terms).

Why are there so many abandoned calls in the ServiceTitan Dashboard?

An abandoned call in ServiceTitan is a call where the CSR did not click the green call bubble in ServiceTitan. For more, see the Abandoned call section of the ServiceTitan Glossary (commonly used ServiceTitan terms).

Phones Pro users can have a Standard Seat or an Advanced Seat. For more, see Understand standard and advanced seats.

Standard Seat users should click the green call bubble to claim the call. If a standard seat user answers a call but does not click the green call bubble in ServiceTitan, this call appears as an abandoned call in the ServiceTitan Dashboard.

If an inbound call is not answered, this call also appears as an abandoned call in the ServiceTitan Dashboard. To verify if a call is not answered, a Dialpad administrator can follow the steps below to look up the call in Dialpad using the caller’s number:

Impersonate an admin in Dialpad.
Click Call History.
Click Users or Groups and enter the caller’s phone number.
Search for the call.
Hover your mouse over the black phone icon between the user/group and the participant to view the status of the call.

If the status of the call in Dialpad is Abandoned, Missed, Missed & Voicemail, or Voicemail, the call is expected to appear as an Abandoned call in the ServiceTitan Dashboard.

If I don't click the green call bubble, does this mean ServiceTitan won't record the call?

If you don't click the green call bubble, the call will still be recorded. ServiceTitan automatically records every call answered within the office, even if the call is abandoned (green call bubble isn't clicked).

To maintain accurate records and reporting, your office manager needs to listen to all abandoned calls, and attach the correct CSR to the call. Clicking the green call bubble avoids this unnecessary step.

Why are abandoned calls listed in Agent Scorecards and Unbooked Calls?

Important note: Some features may not be currently included in your account and additional configuration may be required. Please contact technical support for details.

Disclaimer: Information provided in this article is for informational purposes only and it should not be construed to be legal advice. Information provided in this article may also not constitute the most up-to-date legal or other information. You should not act or refrain from acting on the basis of any information in this article to meet any compliance requirements without seeking independent legal or other professional advice.