Service Titan Knowledge Base

Unbooked and Abandoned Calls reportLast updated on 03/22/2022

The Unbooked and Abandoned Calls report lets you review incoming phone calls that are abandoned or unbooked to ensure that off-site customer service representatives (CSRs) are managing their call volume and maximizing opportunities. You can also review calls that could have been booked to identify coaching moments for CSRs.

Run report

Before running your report, set filters to get the most relevant information for your needs:

  1. Go to the navigation bar and click Reports. In the side menu, click All Reports.

  2. Click Unbooked and Abandoned Calls to open it. Tip: In the search field, enter a few letters from the report title for quick access.

  3. Use the From and To calendar fields to set a range of dates to run the report on.

  4. From the Filter by dropdown, select how you want to filter the report:

    • Call Date—Date of the call

    • Job Completion Date—Date the job was completed

    • Job Creation Date—Date the job was booked

    • Job Scheduled Date—Date work was scheduled to begin

  5. When you're done setting your filters, click Run Report.

Read report results

The report displays incoming calls that are classified as unbooked or abandoned, based on the filters you set. By default, the report includes the following columns:

  • ID—ID number of the call. Click the ID to view call details.

  • Call Date—Date the call was made

  • Call Time—Time the call was made

  • Call Type—The classification of the call. This report includes unbooked and abandoned calls.

  • Direction—Whether the call is inbound or outbound. This report includes inbound calls.

  • Name—Name of the employee who accepted the call

  • Call Campaign—Marketing campaign assigned to the inbound phone number

  • Caller Phone Number—Phone number of the customer calling

  • Customer Name—Name of the customer calling

  • Recording—Link to a recording of the call

Click a customer name to open their record in a new tab. Click a link in the Recording column to see additional call details and listen to a recording.

Customize and schedule your report

You can arrange and filter your results to narrow the focus of your report.

You can also schedule the report to be sent by email on a regular basis.

Want to learn more?

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.