Service Titan Knowledge Base

Report on appointments: Multi-day jobsLast updated on 03/22/2022

If you used a multi-day workflow for services and installs, your report results can change when you transition to appointments. See how your reports are enhanced by appointments.


Things to know

If you’re not ready to switch to the multiple appointments workflow, you can continue to book multi-day jobs using the single appointment automatically generated for each job.


Overview

Before appointments were introduced in ServiceTitan, there were three ways to book multi-day services and installs:

  • Method 1—Book a separate job for every day of work

  • Method 2—Book a single job lasting multiple days

  • Method 3—Book a single job and reschedule the job at the end of every workday using the Done for Now feature

With appointments, you can create separate appointments for each day of work on a single job. This allows you to:

  • More accurately schedule technicians

  • Manage multiple teams on a single install

  • Better track overall job progress


Transition to jobs with multiple appointments

When you transition your multi-day workflow to appointments, your report results can change.

Method 1 - Multi-job workflow

Before appointments, if you booked a separate job for every day of work, several job-related metrics in reports change when you transition to a multi-appointment workflow. For details, see Reporting: Transition from a multi-job workflow to appointments.

Method 2 - Single job, multiple days

Before appointments, if you booked a single job that spanned multiple days, when you transition to a multi-appointment workflow, job-related metrics in reports do not change.

However, because there are appointment-related metrics available in the Jobs dataset, you can drill down to view more specific report details than you could before appointments. For more details, see Run custom appointments reports.

Method 3 - Single job, rescheduled with Done for Now

Before appointments, if you rescheduled a single job at the end of the workday to manage multi-day jobs, the start date of the job changed to the new rescheduled date. For example, the job start date of a five-day job that you rescheduled multiple times would be the date of the fifth day of work.

When you transition to multi-appointment jobs, the job start date is the date of the earliest scheduled appointment. Reporting metrics that depend on job start date can differ from the job rescheduling workflow.

To report on appointment-related metrics, see Run custom appointments reports.


Key performance indicators affected

You can expect changes in reporting when you transition to an appointments-based workflow from methods 1 and 3 outlined above.

Review this list of report templates and the affected key performance indicators (KPIs):

Business Unit Performance template

KPI

Method 1: Multi-job workflow

Method 3: Single job, rescheduled daily

Active Jobs

If the job start date is outside the date filters, the job is not included in this KPI.

Multi-appointment jobs stay open longer which can affect job counts.

Before appointments, a rescheduled job changed the job start date to the next scheduled date. With appointments, the job start date is the date of the first appointment.

If a multi-appointment job start date is outside the date filters, the job is not included in this KPI. Adjust your date filters accordingly.

Average Lead Sale

Multi-appointment jobs can result in fewer jobs with the same number of estimate items. This can increase sale averages.

Closed Average Sale

Multi-appointment jobs can result in fewer jobs with the same number of estimate items. This can increase sale averages.

Closed Opportunities

Multi-appointment jobs can result in fewer jobs, which can result in fewer sales opportunities. Note: In the multi-job workflow, if you consistently mark jobs as No Charge, this KPI may not be affected by appointments.

Completed Jobs

Multi-appointment jobs can result in fewer jobs. Dependent on job completion. Active jobs are not included in reports.

Completed Non-Opportunities

Multi-appointment jobs can result in fewer completed non-opportunities.

KPI based on completed jobs. Multi-day jobs can take longer to be included in reports.

Completed Revenue

Dependent on job completion. Active jobs are not included in reports which can delay revenue from inclusion in KPI.

Converted Jobs

Multi-appointment jobs can result in fewer jobs. KPI based on completed jobs. Multi-day jobs can take longer to be included in reports.

Converted Revenue

KPI based on completed jobs. Multi-day jobs can take longer to be included in reports.

Current Weekly Pace

KPI based on completed jobs. Multi-day jobs can take longer to be included in reports.

Invoiced Jobs

Multi-appointment jobs can result in fewer jobs. KPI based on completed jobs. Multi-day jobs can take longer to be included in reports.

Invoiced Revenue

KPI based on the invoice date of completed jobs. Multi-day jobs can take longer to be included in reports.

Item Billable Hours

KPI based on completed jobs. Multi-day jobs can take longer to be included in reports.

Job Billable Hours

KPI based on completed jobs. Multi-day jobs can take longer to be included in reports.

Job Hours

KPI based on completed jobs. Multi-day jobs can take longer to be included in reports.

Lead Conversion Rate

Multi-appointment jobs can result in fewer jobs, which can result in higher conversion rates.

Lead Generation Opportunity

Multi-appointment jobs can result in fewer jobs, which can reduce the number of lead generating opportunities.

KPI based on completed jobs. Multi-day jobs can take longer to be included in reports.

Leads Set

KPI based on completed jobs. Multi-day jobs can take longer to be included in reports.

Leads Sold

KPI based on completed jobs. Multi-day jobs can take longer to be included in reports.

Membership Opportunities

Multi-appointment jobs can result in fewer jobs, which can reduce the number of membership opportunities. KPI based on completed jobs. Multi-day jobs can take longer to be included in reports.

Membership Total Invoiced Revenue

KPI based on the invoice date of completed jobs. Multi-day jobs can take longer to be included in reports.

Memberships Converted

KPI based on completed jobs. Multi-day jobs can take longer to be included in reports.

Opportunity

Multi-appointment jobs can result in fewer jobs, which can reduce the number of opportunities. KPI based on completed jobs. Multi-day jobs can take longer to be included in reports.

Opportunity Average Sale

Multi-appointment jobs can result in fewer jobs with the same number of estimate items. This can increase sale averages. KPI based on completed jobs. Multi-day jobs can take longer to be included in reports.

Opportunity Conversion Rate

Multi-appointment jobs can result in fewer jobs, which can affect conversion rates. Note: In the multi-job workflow, if you consistently mark jobs as No Charge, this KPI may not be affected by appointments.

Opportunity Job Average

Multi-appointment jobs can result in fewer jobs, which can increase job averages. KPI based on completed jobs. Multi-day jobs can take longer to be included in reports.

Options per Opportunity

Multi-appointment jobs can result in more options presented per opportunity since all technicians and days are rolled into a single opportunity. KPI based on completed jobs. Multi-day jobs can take longer to be included in reports.

Recall Jobs

No change

Recalls Caused

KPI based on completed jobs. Multi-day jobs can take longer to be included in reports.

Replacement Lead Jobs

KPI based on completed jobs. Multi-day jobs can take longer to be included in reports.

Replacement Opportunity

Multi-appointment jobs can result in fewer jobs, which can result in fewer replacement opportunities. KPI based on completed jobs. Multi-day jobs can take longer to be included in reports.

Sales Opportunity

Multi-appointment jobs can result in fewer jobs, which can result in fewer sales opportunities. This KPI is also based on either the estimate sold on date, if no estimate is sold, or the completion date. With multi-appointment jobs there is a greater chance the estimate sold on date differs from the job completion date. KPI based on completed jobs. Multi-day jobs can take longer to be included in reports.

Tasks per Opportunity

Multi-appointment jobs can result in fewer jobs, which can result in fewer opportunities. If the total number of tasks remains the same, the average number of tasks per opportunity increases. KPI based on completed jobs. Multi-day jobs can take longer to be included in reports.

Tasks Performed per Opportunity

Multi-appointment jobs can result in fewer jobs, which can result in fewer opportunities. If the total number of tasks remains the same, the average number of tasks per opportunity increases. KPI based on completed jobs. Multi-day jobs can take longer to be included in reports.

Tech Lead Jobs

KPI based on completed jobs. Multi-day jobs can take longer to be included in reports.

Total Lead Sales

KPI based on completed jobs. Multi-day jobs can take longer to be included in reports.

Unconverted Jobs

Multi-appointment jobs can result in fewer jobs, which can reduce the number of unconverted jobs. Note: In the multi-job workflow, if you consistently mark jobs as No Charge, this KPI may not be affected by appointments.

WIP Jobs

If the job start date is outside the date filters, the job is not included in this KPI. Multi-appointment jobs stay open longer which can affect job counts.

Before appointments, a rescheduled job changed the job start date to the next scheduled date. With appointments, the job start date is the date of the first appointment.

If a multi-appointment job start date is outside the date filters, the job is not included in this KPI. Adjust your date filters accordingly.

Campaign Summary template

KPI

Method 1: Multi-job workflow

Method 3: Single job, rescheduled daily

% Jobs Booked from Existing Customers

Multi-appointment jobs can result in fewer jobs, which can result in a lower percentage of jobs booked.

Completed Revenue Leader

KPI based on completed jobs. Multi-day jobs can take longer to be included in reports. Revenue is based on technician splits, so make sure splits accurately reflect the work done on each job.

ROI %

KPI based on completed jobs. Multi-day jobs can take longer to be included in reports.

Customer Memberships template

KPI

Method 1: Multi-job workflow

Method 3: Single job, rescheduled daily

Average Savings in Period

Multi-appointment jobs can result in fewer jobs. If the amount of savings remains the same, the average increases with fewer jobs. KPI based on completed jobs. Multi-day jobs can take longer to be included in reports.

Jobs Completed in Period

Multi-appointment jobs can result in fewer jobs. KPI based on completed jobs. Multi-day jobs can take longer to be included in reports.

Customers template

KPI

Method 1: Multi-job workflow

Method 3: Single job, rescheduled daily

Recall Jobs

No change, unless you booked out multiple jobs for a single recall. In this case, transitioning to appointments results in fewer jobs.

Equipment template

KPI

Method 1: Multi-job workflow

Method 3: Single job, rescheduled daily

Last Service Date

KPI based on completed jobs. Multi-day jobs can take longer to be included in reports.

Total Sold Hours from Warranty Jobs

KPI based on completed jobs. Multi-day jobs can take longer to be included in reports.

Warranty Jobs Completed

No change, unless you booked out multiple jobs for a single warranty service. In this case, transitioning to appointments results in fewer jobs.

Estimates template

KPI

Method 1: Multi-job workflow

Method 3: Single job, rescheduled daily

Completion Date

KPI based on completed jobs. Multi-day jobs can take longer to be included in reports.

Jobs template

KPI

Method 1: Multi-job workflow

Method 3: Single job, rescheduled daily

Completion Date

KPI based on completed jobs. Multi-day jobs can take longer to be included in reports.

Recall

No change, unless you booked out multiple jobs for a single recall. In this case, transitioning to appointments results in fewer jobs.

Recall For

No change, unless you booked out multiple jobs for a single recall. In this case, transitioning to appointments results in fewer jobs.

Scheduled Date

With multi-appointment jobs, the job start date is the date of the first appointment. If a multi-appointment job start date is outside the date filters, the job is not included in this KPI. Adjust your date filters accordingly.

Before appointments, a rescheduled job changed the job start date to the next scheduled date. With appointments, the job start date is the date of the first appointment.

If a multi-appointment job start date is outside the date filters, the job is not included in this KPI. Adjust your date filters accordingly.

Scheduled Time

With multi-appointment jobs, the job start time is the start time of the first appointment. If a multi-appointment job start date is outside the date filters, the job is not included in this KPI. Adjust your date filters accordingly.

Before appointments, a rescheduled job changed the job start time to the next scheduled time. With appointments, the job start time is the start time of the first appointment.

If a multi-appointment job start date is outside the date filters, the job is not included in this KPI. Adjust your date filters accordingly.

Locations template

This report is limited to locations with job activity in the date range. Since multi-appointment jobs can take longer to be included in reports, this could result in fewer locations populating in a given date range. Adjust your date filters accordingly.

KPI

Method 1: Multi-job workflow

Method 3: Single job, rescheduled daily

Cancellation %

Multi-appointment jobs can result in fewer jobs. If the number of cancellations remains the same, the cancellation percentage increases.

Projects

If you used projects to create separate jobs for a multi-day service or install, transitioning to a multi-appointment workflow decreases the number of projects.

Recall Jobs

No change, unless you booked out multiple jobs for a single recall. In this case, transitioning to appointments results in fewer jobs.

Warranty Jobs

No change, unless you booked out multiple jobs for a single warranty service. In this case, transitioning to appointments results in fewer jobs.

Office Performance template

KPI

Method 1: Multi-job workflow

Method 3: Single job, rescheduled daily

Booked Jobs Canceled

With a multi-appointment job, a canceled appointment does not cancel the job. Expect fewer canceled jobs.

Booked Jobs Completed

Multi-appointment jobs can result in fewer jobs.

Booked Jobs Converted

Multi-appointment jobs can result in fewer jobs, which can result in fewer converted jobs.

Booked Jobs Recalled

Office employee who booked the job that caused the recall is tagged in the report, not the office employee who booked the appointment that caused a recall.

Technician Performance template

Most KPIs require the technician to have a non-0% split on the job. Make sure splits are adjusted accurately on completed invoices to ensure accurate reporting.

KPI

Method 1: Multi-job workflow

Method 3: Single job, rescheduled daily

Active Jobs

If the job start date is outside the date filters, the job is not included in this KPI. Multi-appointment jobs stay open longer which can affect job counts.

Before appointments, a rescheduled job changed the job start date to the next scheduled date. With appointments, the job start date is the date of the earliest appointment.

If a multi-appointment job start date is outside the date filters, the job is not included in this KPI. Adjust your date filters accordingly.

Average Lead Sale

Multi-appointment jobs can result in fewer jobs. If the amount of sales remains the same, average lead sales increase. KPI based on completed jobs. Multi-day jobs can take longer to be included in reports.

Average Sale from Opportunities

Multi-appointment jobs can result in fewer opportunities. If the amount of sales remains the same, average sales increase. KPI based on completed jobs. Multi-day jobs can take longer to be included in reports.

Average Sale from Opportunities on Marketing Leads

Multi-appointment jobs can result in fewer opportunities. If the amount of sales remains the same, average sales increase. KPI based on completed jobs. Multi-day jobs can take longer to be included in reports.

Billable Efficiency

Multi-appointment jobs can result in multiple technicians assigned to the job invoice. Make sure splits are adjusted accurately on completed invoices. KPI based on completed jobs. Multi-day jobs can take longer to be included in reports.

Billable Hour Recall Deduction

Multi-appointment jobs can result in multiple technicians assigned to the job invoice. Make sure splits are adjusted accurately on completed invoices. KPI based on completed jobs. Multi-day jobs can take longer to be included in reports.

Close Rate

Multi-appointment jobs can result in multiple technicians assigned to the job invoice. Make sure splits are adjusted accurately on completed invoices. KPI based on completed jobs. Multi-day jobs can take longer to be included in reports.

Close Rate from Marketing Leads

Multi-appointment jobs can result in multiple technicians assigned to the job invoice. Make sure splits are adjusted accurately on completed invoices. KPI based on completed jobs. Multi-day jobs can take longer to be included in reports.

Item Billable Hours

Multi-appointment jobs can result in multiple technicians assigned to the job invoice. Make sure splits are adjusted accurately on completed invoices. KPI based on completed jobs. Multi-day jobs can take longer to be included in reports.

Job Billable Hours

Multi-appointment jobs can result in multiple technicians assigned to the job invoice. Make sure splits are adjusted accurately on completed invoices. KPI based on completed jobs. Multi-day jobs can take longer to be included in reports.

Marketing Lead Jobs

Multi-appointment jobs can result in multiple technicians assigned to the job invoice. Make sure splits are adjusted accurately on completed invoices. KPI based on completed jobs. Multi-day jobs can take longer to be included in reports.

Marketing Lead Jobs

Multi-appointment jobs can result in fewer marketing lead jobs.

Membership Conversion Rate

Multi-appointment jobs can result in multiple technicians assigned to the job invoice. Make sure splits are adjusted accurately on completed invoices. KPI based on completed jobs. Multi-day jobs can take longer to be included in reports.

Membership Opportunities

Multi-appointment jobs can result in fewer jobs, which leads to fewer membership opportunities. KPI based on completed jobs. Multi-day jobs can take longer to be included in reports.

Membership Renewal Opportunity

Multi-appointment jobs can result in fewer jobs, which leads to fewer membership renewal opportunities. KPI based on completed jobs. Multi-day jobs can take longer to be included in reports.

Net Billable Hour Efficiency

Multi-appointment jobs can result in multiple technicians assigned to the job invoice. Make sure splits are adjusted accurately on completed invoices. KPI based on completed jobs. Multi-day jobs can take longer to be included in reports.

Net Billable Hours

Multi-appointment jobs can result in multiple technicians assigned to the job invoice. Make sure splits are adjusted accurately on completed invoices. KPI based on completed jobs. Multi-day jobs can take longer to be included in reports.

Recall Jobs

Multi-appointment jobs can result in multiple technicians assigned to the job invoice. This can result in multiple technicians attached to a recall job caused by a job.

Sales Opportunity

Multi-appointment jobs can result in fewer jobs, which leads to fewer sales opportunities. Multiple technicians can be assigned to the job invoice. Make sure splits are adjusted accurately on completed invoices. KPI based on completed jobs. Multi-day jobs can take longer to be included in reports.

SLM Converted Jobs

Multi-appointment jobs can result in fewer jobs, which leads to fewer converted jobs. Multiple technicians can be assigned to the job invoice. Make sure splits are adjusted accurately on completed invoices. KPI based on completed jobs. Multi-day jobs can take longer to be included in reports.

Tech Lead Jobs

Multi-appointment jobs can result in fewer jobs, which can lead to fewer tech lead jobs. At the same time, multiple technicians can be assigned to lead jobs, which can increase tech lead job counts.


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