Mandatory Workflow Change
This change will automatically apply to all customers who have this feature enabled at the time of this release. Review the changes below.
Catch and fix job booking mistakes with Voice Intelligence Job Creation Evaluation
Find and fix jobs booked with the wrong job type, business unit, or tags, right from the call that created them. This is a new feature in Voice Intelligence.
Available inProMax
Feature type
New Feature
Industry
All business types
Roles
AdministratorsManagersCSRs
Region
United StatesCanada
What's new
Previously, Voice Intelligence scored and classified every bookable call, but it never checked the job booked from that call. A job with the wrong job type, business unit, or tags went unnoticed unless a manager listened to the call again and compared it to the job by hand. Now, Voice Intelligence predicts the job type, business unit, and tags for every bookable call and compares them to the job linked to the call. When they don't match, the call gets a Job Mismatch flag. A manager reviews the suggested values in the Call Details panel and selects Accept to correct the job, or Decline to keep it as booked. To improve the suggestions, describe what each job type, business unit, and tag means for your business on the new Call Playbooks settings screen. The Job Mismatch flag is separate from the outcome mismatch flag, which checks whether a call was booked.
Workflow comparison — before & after
← Before
✓ After
1.A customer service representative (CSR) books a job from a call and selects the job type, business unit, and tags.
1.Go to Settings > Voice Intelligence > Call Playbooks and add a description to each job type, business unit, and tag. Descriptions are optional, up to 500 characters each.
2.Voice Intelligence scores the call, but it doesn't check the job.
2.In the navigation bar, go to Job Booking > Call Analysis, click Filters, and select Job Mismatch.
3.To catch a booking mistake, a manager listens to the call again and compares it to the job by hand.
3.Click a flagged call. The suggested values appear under the job number in the Call Details panel.
4.The manager opens the job and corrects each field.
4.Select Accept to apply all suggested values to the job, or Decline to keep the job as booked. Either way, the call is marked reviewed and the decision is added to the call's audit history with who made it and when.
5.In Insights, review job mismatch flags per CSR and the acceptance rate on the Opportunity vs Loss tab.
⚠ Booking mistakes go unnoticed and carry into dispatch, reporting, and job value.
✓ Jobs are corrected at the source, without listening to the call again or editing the job by hand.
How it works for your industry
Residential Service and Replacement
- A CSR books a no-cool call as a tune-up. Voice Intelligence flags the mismatch, and a manager accepts the repair job type so the technician gets the right forms and parts.
- A caller mentions their furnace is over 10 years old, but the CSR skips the replacement tag. The suggested tag flags the job as a likely replacement opportunity.
- A call about a water heater leak is booked under the HVAC business unit. Accepting the suggestion moves the job and its revenue to the plumbing business unit.
Commercial Service and Replacement
- A rooftop unit (RTU) service call is booked as a preventive maintenance (PM) visit. Accepting the suggested job type schedules the right duration and skills for the repair.
- A CSR books a refrigeration call under the general HVAC business unit. The flag routes revenue to the refrigeration business unit for accurate reporting.
- A facilities manager asks for an emergency repair, but the job lacks an emergency tag. The suggested tag helps dispatch prioritize the job.
Residential Construction
- A caller asks for a bathroom remodel quote, but the job is booked as a service repair. Accepting the suggestion books the correct estimate job type.
- A new construction call lands in the service business unit. The flag moves the job to the construction business unit so project revenue reports correctly.
- A customer mentions permits during the call, but the job has no permit tag. The suggested tag reminds the team to plan for permitting.
Commercial Construction
- A tenant improvement inquiry is booked as a service call. Accepting the suggested job type sets up the work for the right crew.
- A CSR books a new build call under the wrong business unit. The flag corrects revenue attribution before the job reaches reporting.
- A general contractor mentions a bid deadline, but the job has no bid tag. The suggested tag helps the estimating team prioritize the follow-up.
Roofing and Exteriors
- A caller reports storm damage, but the job is booked as a gutter cleaning. Accepting the suggested job type sends a crew prepared for a roof inspection.
- A siding call is booked under the roofing business unit. The flag moves the job and its revenue to the exteriors business unit.
- A customer mentions an insurance claim, but the job has no insurance tag. The suggested tag helps your team prepare the right documentation.
How to prepare
01
Confirm Voice Intelligence is enabled for your account. To have it enabled, contact your Customer Success Manager (CSM). Reviewers also need the existing Voice Intelligence and View Call Analysis permissions, which are off by default for all roles.
02
Review the three new permissions and remove them from any role that shouldn't have them. All three are on by default for all roles.
- View the Call Playbook Page (new): Lets someone open the Call Playbooks settings screen and read the descriptions.
- Edit the Call Playbook Page (new): Lets someone add or change the description on a job type, business unit, or tag.
- Accept / Reject Job Suggestion (new): Lets someone see a suggestion and accept or decline it. Without this permission, the Job Mismatch flag still appears, but the suggestion does not.
03
Identify your most-used job types, business units, and tags, and write a description for each on the Call Playbooks settings screen. If you already wrote job type descriptions for Voice Agent, they appear here. If your business units are filtered by zone and the caller's zip code can't be found, Voice Intelligence doesn't predict the business unit and explains why.
04
Align your managers on a review routine. Filter Call Analysis by Job Mismatch and review flagged calls regularly. If the job is on hold, in progress, or complete, changing its business unit asks whether to change the business unit on its invoice items too.
05
Bookmark any knowledge base articles or Academy videos for team training.