Overview
If you want to access call recordings, play back call recordings to make sure the call is classified correctly to review call details and for overall improvement of customer service and office efficiency.
Who uses this feature
Administrators and office employees
The Listen to call recording and Pause call recording permissions are required to use this feature. Please contact the account administrator on your team.
Things to know
If a customer support representative (CSR) doesn't click the green call bubble to answer the call, the call is listed in the list of abandoned calls until it's reclassified.
Access call recordings
To access call recordings:
Under the Call Metrics of the Modular Dashboard, click the agent's scorecard to listen to a phone call.
The Call Playback window opens.
Under the Agent Scorecards of the Modular Dashboard, click Agent Scorecards to assess individual agent call performance.
The agent's scorecard opens in a new window. 
Click the agent to assess the agent's performance.
Select the call and the call type in the search column if you're looking for a specific call.
Click calls on the job history, the customer record, or the service location record if you're looking for a call associated with a specific job, customer, or service location.
Play call recordings
To access a call, click Play to listen to it. For more information about the call, click the associated customer record or job.
For more on what you can do from Call Playback, see Reclassify and edit calls.
Find all calls in your account
You can find all the calls in your account from either the Search page or Reports.
Find calls on the Search page
To find calls from the Search page:
Click Search (add magnifying glass) to go to the Search page.
Select Call from the dropdown menu. If you don't select any filter options, all calls appear in your search.
Press Enter or click Search (icon) to run the search.
(Optional) Use the filters to narrow down the search for a specific call.
Find calls using reports
You can create a report or use pre-built options to find calls:
Create a report
Go to the Reports section and select Create Report.
For report type, select Calls. For the report template, select Calls.
Include any other metrics you want and click Next to create the report. The report includes six metrics by default.
Give the report a name and sort the report into a category.
The date range connects to the date of the call, so set the From date back in time to report on all calls within that range.
Find all calls associated with a customer in your account
To find all calls associated with a customer in your account:
Go to the Search page by clicking Search (add magnifying glass).
Select Customer from the dropdown menu.
Enter the name of the customer you want to search for and press Enter or click Search (add green magnifying glass).
Click the name of the customer to go to their record.
On the custom record, go to the Calls section. Click Calls to go to all calls associated with the customer record.
Click the Playback link to listen to call recordings.
Want to learn more?
Visit ServiceTitan Academy to enroll in Call Booking Essentials
See Call Booking