Service Titan Knowledge Base

Understand call classificationsLast updated on 09/14/2022

Call classifications help CSR managers and business owners know what the outcome of each call is. ServiceTitan automatically classifies calls indicating whether the call is answered, the length of the call, and whether the call is booked. This helps your business track CSR performance and makes sure that calls are linked to the correct records.


Things to know

  • You must first set up call reasons. If not, the system automatically treats every call more than 60 seconds long as a lead. These count against the CSR’s conversion rate. Additionally, your calls, data, and marketing reporting may not be reliable, and you may not be able to calculate campaign ROI or CSR performance.  For more information, see  Set up call reasons.

  • Abandoned and unanswered calls hurt the accuracy of reporting and affect business efficiency. Be sure to Manage abandoned calls and unanswered calls.

  • Calls that are incorrectly classified due to CSR errors or other factors should be corrected. For more on how to classify calls, see Reclassify and edit calls.


Classifications in the Call Booking Workflow

As you move through the process of answering, engaging in, and booking a call, at what point the call ends is what determines its classification. The chart below shows what actions at what point in the call booking process lead to which classifications. Note: This process applies to basic phone integration only.

Each step in the call process is checked by the system for classification.

  1. Call comes in: 

    1. Not answered? Abandoned Call

    2. Call bubble not clicked? Abandoned Call

    3. Call answered? Answered Call

  2. Answered call: 

    1. Call ends in less than 60 seconds? Excused call

    2. Call continues for 60 seconds? Ongoing call

  3. Ongoing call:

    1. Call ends without a booked job? Unbooked call

    2. Call ends after job is booked? Booked call


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