Service Titan Knowledge Base

Office Performance report templateLast updated on 03/22/2022

The Office Performance template reports on call center performance including call volume, conversion rates, and more. Each row of the report represents an active office employee.

Example Office Performance reports:

  • Compare CSR booking rates

  • Schedule weekly delivery of employees’ completed revenue from jobs booked

Create an Office Performance report

Follow the steps to create a custom report based on the Office Performance template and select the columns to include in your report.

The Office Performance template has these columns selected by default:

  • Name—Name of the employee

  • Calls Taken—Number of inbound calls where the employee clicked the green call bubble

  • Inbound Calls Booked—Number of inbound calls booked into jobs

  • Inbound Booking Rate—Percentage of inbound calls booked into jobs

  • Manual Calls Booked—Number of jobs booked without an inbound call

  • Excused Calls—Number of inbound calls that are tied to an existing job or are assigned the call reason, This was not a service request. Excuse it.

You can customize the report by selecting additional columns from the these sections:

  • Call Center Basics—Metrics related call volume, call types, and call duration

  • Office Basics—Office employee details

  • Employee Job Performance—Details related to booked jobs

  • Employee Performance—Metrics related to job revenue and membership sales.

Run a report

Before running your report, set filters to focus your results:

  1. Click the From - To field to set date filters. You can:

    • Use the calendar to select a specific date range and click Apply.

    • Use the left menu to select a preset date range:

      • Today: From 12:00 AM to the current time

      • Yesterday: Previous day, from 12:00 AM to 11:59 PM

      • Last 7 Days: Previous seven days, including the current date

      • Last 14 Days: Previous 14 days, including the current date

      • Last 30 Days: Previous 30 days, including the current date

      • Month to Date: From the first of the current month to the current day

      • Last Month: Entire month before the current month. For example, if the date is February 5, the entire month of January.

      • Last 90 Days: Previous 90 days, including the current date

      • This Quarter: Current quarter, including future dates. For example, if the date is April 25, from April 1 - June 30.

      • Last Quarter: Entire quarter before the current quarter. For example, if the date is April 25, from January 1 - March 31.

      • Quarter to Date: From the first day of the current quarter to the current day

      • Year to Date: From January 1 of the current year to the current day

      • Last 365 Days: Previous 365 days, including the current date

  2. Click the Business Unit dropdown to select the business units (BUs) you want to report on. By default, the report includes all BUs.

    Note: How BU filters are applied depends on the metric.

  3. Select Include Inactive to include inactive office employees in your results.

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

Tip: You can arrange report columns and apply filters for further customization.

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.