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.

Pinpoint coaching moments by filtering Voice Intelligence calls by call data, workflow, and queue

This enhancement gives Voice Intelligence one filter layout across Call Analysis, Insights, and Coaching Hub, and lets you filter calls by call data, workflow, and queue.

Available inProMax

Feature type

Enhancement

Industry

All business types

Roles

AdministratorsCSRs

Region

United StatesCanada

What's changing

Previously, each Voice Intelligence screen had its own filter bar, with multiple filters options for each row. You could read a call data component's answer only one call at a time, and you couldn't narrow calls to one workflow or queue. Now, Call Analysis, Insights, and Coaching Hub share one header, with the date range at the top right and one Filters button.

Call Analysis shows five quick filters above the table: Channel, Is Bookable, Outcome, Scorecard, and Flags. Every other filter moves into the Filters panel, which is grouped into sections.
Outcome now sorts results under Booked and Unbooked, and it replaces the Booking Status filter.
In Contact Center Pro, you can filter by workflow and queue. A queue filter finds every call that passed through that queue, and workflow filters cover standard workflows, not transfer workflows.
On the Call Analysis screen, you can also filter by any call data component, default or custom. Anyone who can view Call Analysis can use these filters. Scores now show the number next to the letter grade, such as 92% A+, and the score filter lists the score range for each grade.

Your filter choices stay in place when you reload the screen. In Settings, a call data component's output type can't be changed after you save it.

Workflow comparison — before & after

← Before

✓ After

1.Go to the Call Analysis screen and set the date range.

1.Go to the Call Analysis or Insights screen and set the date range in the header.

2.Scan the filter bar for the filters you need.

2.Click Filters.

3.Open calls one at a time.

3.In Assignments, select the queue you want to review.

4.Read the captured data on each call to see whether a membership was offered.

4.In Call data, select the component that tracks membership offers and set it to No.

5.Click Apply.

⚠ Finding calls by a call data answer means opening every call. You can't focus on one queue.

✓ Call Analysis lists only the calls on that queue where a membership wasn't offered. You can start coaching right away.

Resources

ArticleView and manage Call Analysis in ServiceTitan→ArticleMonitor call performance with Voice Intelligence in ServiceTitan→ArticleView and manage Insights in ServiceTitan→

How it works for your industry

Residential Service and Replacement

A call center manager filters Call Analysis for calls where a membership wasn't offered, then coaches each customer service representative (CSR) on the membership offer.
A heating, ventilation, and air conditioning (HVAC) company selects its after-hours queue to review only the calls that came in overnight.
A plumbing company sets Outcome to Unbooked, then Customer dissatisfied, to find calls that need a follow-up.

Commercial Service and Replacement

A company filters by its commercial service queue to keep commercial calls separate from residential calls.
A manager adds a custom call data component for whether a service agreement came up, then filters for the calls where it did.
A call center lead uses Outcome to find booked calls whose jobs are still on hold.

Residential Construction

A remodeling company filters by the workflow that handles new project inquiries.
A manager uses the number next to each grade to rank agents for a monthly contest.
A company filters by a custom component that tracks whether an in-home consultation was offered.

Commercial Construction

A project intake team filters by queue to review calls about bid requests.
A manager uses the Outcome filter to find unbooked calls that were escalated.
A company filters Insights by workflow to compare how two lines of business handle calls.

Roofing and Exteriors

A roofing company filters by its storm response queue after a hail event.
A manager filters by a custom component that tracks whether a free inspection was offered.
A siding company uses the Scorecard quick filter and numeric scores to coach agents who score in the low 70s.

How to prepare

Have an administrator reach out to Support or your Customer Success Manager (CSM) to have workflow and queue filters, call data filters, and any prerequisite configurations enabled.

Go to Settings > Voice Intelligence > Components and check the output type on each call data component. You can't change it after the component is saved. Deleting a component removes it from Call Analysis filters, so remove it from your scorecards instead if you still want to filter past calls.

Attach the components you want to filter on to an active scorecard so ServiceTitan captures them on new calls.

Identify the queues, workflows, and call data answers your managers check most, and train them on the new Filters panel.

Bookmark any knowledge base articles or Academy videos for team training.