Score calls your way with Voice Intelligence custom scorecards
This enhancement lets administrators build their own call scorecards in Voice Intelligence and set rules that decide which scorecard grades which calls, instead of every call being graded against one ServiceTitan-defined standard.
Available inProMax
Feature type
Enhancement
Industry
All business types
Roles
AdministratorsManagersCSRs
Region
All regions
What's changing
Before, Voice Intelligence graded every analyzed call against a single scoring standard set by ServiceTitan, so a business whose definition of a good call differed from that standard had no way to reflect it in the score. Now, you can build reusable components, group them into weighted sections inside a scorecard, and write rules that point each scorecard at the calls it should grade, so the score your managers coach against matches the way your business actually sells and serves.
Workflow comparison — before & after
← Before
✓ After
1.Go to Calls and open Call Analysis.
1.Go to Settings, then Voice Intelligence, and open the Components screen.
2.Select a call to open the Call Details panel.
2.Select Create component, choose Scoring or Call data, name it, and write the prompt instructions that tell the artificial intelligence (AI) what to look for.
3.Open the Playbook tab and review the four fixed sections: Professionalism and Branding, Customer Engagement, Information Gathering, and Outcome and Objection Handling.
3.Open the Scorecards screen, select Create scorecard, and add sections. Give each section a weighting between 1 and 100 percent, totaling 100 percent across the scorecard.
4.Note any coaching point your business cares about that the four sections do not cover.
4.Add your components under each section, then set the rules that decide which calls this scorecard grades: Number Dialed, Users, Tenant, and Direction.
5.Track that point outside ServiceTitan, in a spreadsheet or a manual call review.
5.Save the scorecard. Calls analyzed from that point forward are graded against it, and the result appears in the Call Analysis drawer and in Insights.
⚠ Your team is graded against a standard someone else wrote, so the score tells you how the call went in general terms but not whether it went the way your business needs it to go.
✓ Every analyzed call is graded against your own definition of a good call, so coaching conversations start from the criteria your managers already use.
How it works for your industry
Residential Service and Replacement
- A residential heating, ventilation, and air conditioning (HVAC) business adds a scoring component for whether the customer service representative (CSR) offered the maintenance plan, so plan attach rate shows up in the score instead of in a separate report.
- A plumbing company weights Information Gathering at 40 percent, because incomplete address and access details are what drive their callbacks.
- An electrical business builds a separate outbound scorecard for missed-call follow-ups, graded on speed and on whether the caller was offered a same-day slot.
Commercial Service and Replacement
- A commercial mechanical contractor adds a Yes/No call data component for whether the caller gave a purchase order number, so dispatch knows before the truck rolls.
- A commercial service business builds a scorecard for after-hours emergency calls and targets it by dialed number, so those calls are graded on triage rather than on booking.
- A facilities services provider weights Outcome and Objection Handling highest, because their calls turn on how well a CSR handles a site contact who cannot authorize the spend.
Residential Construction
- A home remodeling business adds a component for whether the caller was asked about project timeline and budget range, so unqualified leads stop reaching the sales calendar.
- A residential builder targets a scorecard at the sales intake line only, leaving warranty calls on the default scorecard.
- A design-build firm adds an AI Narrative call data component that summarizes the scope the caller described, giving estimators a head start before the first site visit.
Commercial Construction
- A commercial construction contractor adds a Bucket call data component that sorts calls by project phase, so bid-stage calls are easy to separate from active-project calls.
- A general contractor builds an outbound scorecard graded on whether the caller confirmed the submittal deadline.
- A mechanical construction business weights Professionalism and Branding lower and Information Gathering higher, because their intake calls are technical rather than promotional.
Roofing and Exteriors
- A roofing business adds a component for whether the CSR asked about storm date and insurance carrier, so claims-driven leads are graded on the details that matter to them.
- An exteriors contractor targets a scorecard at their canvassing team's outbound line, graded on appointment-setting rather than on booking.
- A roofing company adds a Metric component scoring how clearly the inspection process was explained, because that conversation drives whether the appointment holds.
How to prepare
01
Have an administrator complete the Voice Intelligence access request form to request Voice Intelligence and custom scorecards, or reach out to Support or your Customer Success Manager (CSM) to have Voice Intelligence and any prerequisite configurations enabled. Custom scorecards is in Private Preview, and Voice Intelligence must already be on before scorecards can be configured.
02
Have an administrator grant the two new permissions to the right roles. Both are new, both are off by default for every role, and neither is assigned automatically.
- View Voice Intelligence Scorecards: a new permission that lets an employee see scorecards, components, and rules, and see scorecard results in Call Analysis. Off by default for all roles.
- Edit Voice Intelligence Scorecards: a new permission that lets an employee create and change scorecards, components, and rules, and override scorecard results. Overrides are logged. Off by default for all roles, nested under View, and stays hidden until View is selected.
03
Identify what your managers already coach on. Write down the questions they ask when they review a call, then map each one to a component and each group of questions to a weighted section before you build anything in ServiceTitan.
04
Start from the three default scorecards, Inbound, Outbound, and Speed-to-Lead, and adjust them rather than building from a blank screen. The defaults can be changed but not removed, so calls that match no rule always have a scorecard to fall back on.
05
Brief your managers and CSRs before the first custom scorecard goes live, so the team knows the grading criteria changed and why. Bookmark any knowledge base articles or Academy videos for team training.