Service Titan Knowledge Base

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

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 search-icon.

  • 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.


Abandoned Call - FAQ

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

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

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

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.