Review calls in the Call Metrics scoreboardLast updated on 02/08/2022
Now you can review calls that aren’t booked into jobs in the Call Metrics section of the Modular Dashboard and make sure customer support representatives (CSRs) review unbooked jobs and provide correct analysis.
Things to know
The Review tab is built:
To highlight calls that aren’t booked into jobs
To serve as a teaching tool for reviewing unbooked jobs
To make sure CSRs provide correct classifications
Review unbooked or not lead calls
Review unbooked or not lead calls in the Review tab.
In ServiceTitan, go to the navigation bar, and click Dashboard.
Specify the date from the dropdown list.
Go to the Call Metrics.
Click the call to learn more about the call.
Go to the CSR Metrics.
Select an agent from Agent Scorecards. The agent’s scorecard opens.
Click the Review tab.
In the Review tab, you can review Unbooked, Not Lead, or Excused calls and reclassify them, if needed.
Note: Booked, or Lead calls don’t appear in this tab.
Important note: Some features may not be currently included in your account and additional configuration may be required. Please contact technical support for details.