Service Titan Knowledge Base

Report on appointments: Transition from a multi-job workflow to appointmentsLast updated on 03/22/2022

Before appointments were introduced in ServiceTitan, you would book separate jobs for each day of work to complete a multi-day install or service. With appointments, you create separate appointments for each day of work on a single job. This article documents the changes in reporting you can expect to see when transitioning to multi-appointment jobs.


Things to know

  • If you are not ready to book multiple appointments on a job, you can continue to book separate jobs for each day of work. Each job has a single appointment.

  • Key performance indicators (KPIs) in the modular dashboard match KPIs in reports. KPIs in reports that are affected by appointments are also affected in the dashboard.


Reporting changes with appointments

When transitioning from a multi-job workflow to multi-appointment jobs, you can expect to see the following changes in your reporting:

  • A reduction in the count of completed jobs

  • Jobs that span multiple days

While revenue and sales totals stay the same, these changes affect KPIs that rely on job count or job completion date. For example:

  • A decrease in job count leads to a decrease in sales opportunities, while total sales remain the same. Sales averages are likely to increase with appointments.

  • Billable hours are only reported for completed jobs. In the multi-job workflow, billable hours for an install could appear in reports across several days. With appointments, all billable hours for an install are reported on the job completion date.

Some additional reporting changes you can expect to see:

Changes with appointments

Explanation of change

Sample KPIs affected

Count of jobs

When you book a single job with multiple appointments instead of multiple jobs, the total number of jobs completed is lower. KPIs that display job counts are likely to decrease. KPIs that are divided by job count are likely to increase when the number of jobs decreases.

  • Completed jobs

  • Opportunities

  • Recall Jobs

  • No Charge Jobs

  • Total Job Average

Job completion date

Only completed jobs are included in many KPI calculations. Report details from a multi-appointment job can take longer to appear in reports because they are included only after the job is complete.

  • Completed Revenue

  • Average Lead Sale

  • Estimate Sales Installed

Completed revenue

Revenue is only recognized when a job is complete. While completed revenue is equal with appointments, the schedule that revenue is recognized is likely to be delayed compared to the multi-job workflow.

  • Completed Revenue

  • Opportunity Job Average

Invoice date

A multi-appointment job has a single invoice that isn’t closed out until the job is completed. Report results from multi-appointment jobs are likely to be delayed compared to the multi-job workflow since the invoice stays open for longer.

  • Invoiced Revenue

  • Performance Pay

  • Invoice Date

Job opportunities

A multi-appointment job is considered a single job opportunity. In the multi-job workflow, each work day is a separate job, and therefore a separate job opportunity. While invoice totals are the same with appointments, the decrease in the number of job opportunities can lead to an increase in conversion rates. Note: If you use the multi-job workflow and consistently mark jobs as No Charge, this KPI may not be affected by appointments.

  • Opportunities

  • Conversion Rate

Sales opportunities

A job with multiple appointments is considered a single sales opportunity. Before appointments, each work day was a separate job, and therefore a separate sales opportunity. While sold estimate totals are the same with appointments, the decrease in the number of sales opportunities can lead to an increase in close rates. If you use the multi-job workflow and consistently mark jobs as No Charge, some KPIs may not be affected by appointments. Note: A sales opportunity applies to all technicians on the job with a non-0% split. If a technician is not credited with a sold estimate, it’s considered a missed opportunity.

  • Sales Opportunities

  • Close Rate

Technician assignment

In the multi-job workflow, if you charge customers on the final job of an install, technicians who worked earlier jobs on the install are not recognized because they don’t appear on the final invoice. With appointments, all managed technicians who worked on a job appear on the job invoice. This makes it easier to credit technicians. Note: Make sure splits on invoices are accurate to ensure correct reporting and payroll.

  • Completed jobs

  • Opportunities

Recalls

A recall job is connected to the job that caused it and not the appointment that caused it. Because all technicians are listed on a job, if the job generates a recall, it is attributed to all technicians on the job with a non-0% split. Similarly, the office employee who booked the job that caused a recall is linked to the recall, not the office employee who booked the appointment that caused a recall.

  • Recalls Caused

  • Booked Jobs Recalled

Example: Five-day install

Here are two ways to book a five-day install:

  • Multi-job workflow—Book a separate job for each day of work and invoice $200 for each job. The total for all invoices is $1,000.

  • Multi-appointment job—Book a single job and create an appointment for each day of work. The job invoice totals $1,000.

If day three of the job lands at the end of the month and you run monthly reports, report results between the two methods vary significantly, even though the revenue totals for the completed installs are the same:

Report Date: Day 3

Report Date: Day 5 (install complete)

Multi-job workflow

  • Completed Jobs = 3

  • Job Opportunities = 3

  • Completed Revenue = $600

  • Average ticket/job = $200

  • Completed Jobs = 5

  • Job Opportunities = 5

  • Completed Revenue = $1,000

  • Average ticket/job = $200

Multi-appointment job

  • Completed Jobs = 0

  • Job Opportunities = 0

  • Completed Revenue = $0

  • Average ticket/job = $0

  • Completed Jobs = 1

  • Job Opportunities = 1

  • Completed Revenue = $1,000

  • Average ticket/job = $1,000


Report templates affected

Transitioning from the multi-job workflow to multi-appointment jobs affects several KPIs in multiple report templates:

Business Unit Performance template

KPI

Changes with appointments

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.

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 job, 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, or if no estimate is sold, 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.

Campaign Summary template

KPI

Changes with appointments

% 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

Changes with appointments

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

Changes with appointments

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

Changes with appointments

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

Changes with appointments

Completion Date

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

Jobs template

KPI

Changes with appointments

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.

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.

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

Changes with appointments

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

Changes with appointments

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

Changes with appointments

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.

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 may be assigned to lead jobs, which can increase tech lead job counts.


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