--- title: "Manage Team Performance in Field Pro v2: Dashboards, Recordings, and Coaching" slug: "manage-team-performance-in-field-pro-v2-dashboards-recordings-and-coaching" updated: 2026-10-20T15:04:44Z published: 2026-10-20T15:04:44Z canonical: "help.servicetitan.com/manage-team-performance-in-field-pro-v2-dashboards-recordings-and-coaching" --- > ## Documentation Index > Fetch the complete documentation index at: https://help.servicetitan.com/llms.txt > Use this file to discover all available pages before exploring further. # Manage Team Performance in Field Pro v2: Dashboards, Recordings, and Coaching ## Overview Field Pro v2 gives managers one place to see how their team is performing and act on it. Start with score trends across the whole team, drill into a single scorecard, skill, or technician, then open the recording behind the number. From there you can comment, build a coaching playlist, and share the moment that matters. #### Who uses this feature - Managers and administrators #### Feature configuration - For help setting up Field Pro v2, contact your Pro Product Specialist. If you don't know who that is, ask your Customer Success Manager. - The following permissions apply. Contact the account administrator on your team if you're missing one. - **View Field Pro**: opens all the Field Pro pages in this article. - **View Field Pro Settings** and **Edit Field Pro Settings**: needed to change Field Pro settings, such as teams, recording profiles and signals. This isn't limited to admins. - Your team access decides whose recordings you can see. Each person has an **Assigned Team** (the one team they belong to) and **Team Access** (the teams they can see). Both are set in **Settings > Field Pro > Settings**, on the **Users** tab, under **Edit Teams**. ## Things to know - You see recordings for the teams in your team access, plus your own. If you move a technician to another team, their past recordings move with them. - Which scorecard a recording is graded against is set by its recording profile. Most companies use one default profile, and you can optionally assign other profiles to teams or Job Types. Two technicians on different profiles are not measured the same way. - Performance summaries, coaching insights, and suggested comments are written by Atlas. Every one links back to the recording so you can verify before you coach. - Recordings are only as complete as your team's recording coverage. Gaps in recording show up as gaps in every dashboard on this page. - Field Pro v2 recordings also appear in ServiceTitan's standard Field Pro reports, such as **Field Pro: Job Recordings**. See [Use Field Pro v2 reports](/roofing/docs/use-field-pro-v2-reports). ## Best practices - Comment on recordings regularly. Teams get the most from Field Pro when managers listen and comment often, because technicians see that feedback and learn what to work on. - Compare score against a business metric before you act. A skill score that moves without close rate or average ticket moving may not be the thing to coach. ## Use cases - A service manager sees a team's score trending down while close rate holds steady, drills into Objection Handling, and finds two technicians pulling the average down. - A manager with a one-on-one at 2:00 opens the technician's profile at 1:50, reads the performance summary, and picks one recording to review together. - An administrator reviewing a manager's setup confirms the manager's team access covers the teams they coach, and that the team's recording profile is the one they expect. ## Step 1: Review score trends on the Scorecards dashboard Start here when you want to know how the team is doing rather than how one Call went. 1. Go to **Field Pro > Scorecards**. ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/manage-team-performance-in-field-pro-v2-dashboards-recordings-and-coaching-image-imhsblb2.png?sv=2026-02-06&spr=https&st=2026-11-01T19%3A51%3A48Z&se=2026-11-01T20%3A51%3A48Z&sr=c&sp=r&sig=Cr715SOTToG7MMnznrqi%2Fm59xiK7PcY4eYJNwVybPAk%3D) 2. Choose a team (or All Teams) and a period (Last 7, 14, 30, 60 or 90 Days, or Month To Date). 3. Review the **Score Trend** for the period. Use **Compare to** to add a second line for a business metric: **Close Rate** (the default), **Average Ticket**, **Tech Generated Leads** or **Recording Rate**. The comparison line covers every team you can see, even when you pick one team. ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/manage-team-performance-in-field-pro-v2-dashboards-recordings-and-coaching-image-dlkpx0v0.png?sv=2026-02-06&spr=https&st=2026-11-01T19%3A51%3A48Z&se=2026-11-01T20%3A51%3A48Z&sr=c&sp=r&sig=Cr715SOTToG7MMnznrqi%2Fm59xiK7PcY4eYJNwVybPAk%3D) 4. Review the team leaderboard for the metric you selected. 5. Read the **Team Performance Summary**. Atlas writes it once a day from the last week of recordings and the past month's trend. It lists focus areas and names the **Most improved** and **Needs attention** technicians. It doesn't change when you change the period. When you pick one team, **Standout recordings** shows up to three recent calls Atlas picked from the team's highest and lowest scorers, with a note on why each was chosen and an **Add to playlist** button. ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/manage-team-performance-in-field-pro-v2-dashboards-recordings-and-coaching-image-sburbfmy.png?sv=2026-02-06&spr=https&st=2026-11-01T19%3A51%3A48Z&se=2026-11-01T20%3A51%3A48Z&sr=c&sp=r&sig=Cr715SOTToG7MMnznrqi%2Fm59xiK7PcY4eYJNwVybPAk%3D) **Score Comparison** shows each team's (or technician's) scores by scorecard, with trends against the previous period. What the metrics mean: - **Close Rate**: sold jobs as a share of jobs with a Sales opportunity. - **Average Ticket**: the average sold amount on sold jobs. - **Tech Generated Leads**: jobs where the technician created a Lead. - **Recording Rate**: how much of the technician's completed work was recorded. > [!TIP] > **Tip:** A score trend built on a low recording rate describes a small sample, not the whole team. Every Field Pro page on desktop has Ask Atlas. It knows which page, team and period you're looking at. Ask it about what you see, or ask it to help you prepare a coaching session from a technician's recordings, follow-ups and comments. ## Step 2: Drill into a team, a scorecard, and a skill Each level narrows what you are looking at. Work down until you reach something you can coach. 1. On the Scorecards screen, click a team. The leaderboard switches from teams to the individual users on that team. 2. Select a scorecard in **Score Comparison** to open its page: its trend, a leaderboard, and a breakdown by category and rubric item. 3. Select a rubric item, for example Building Rapport, to see that one signal: its trend, a leaderboard on it, and the recordings for it, sorted by score. > [!TIP] > **Tip:** This is the fastest way to prepare training. Open one skill, add the top-scoring examples to a playlist, and take that playlist into your next team meeting. ## Step 3: Prepare for a one-on-one from a technician profile Select a technician's name in a leaderboard to open their profile. In order, it shows: - **Performance Metrics**: Average Ticket, Close Rate and Tech Generated Leads, with trends - **Recording Rate**, with their last recorded job - **Performance Summary**: a positive trend, a strength and a growth area, with example recordings ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/manage-team-performance-in-field-pro-v2-dashboards-recordings-and-coaching-image-ld0zfsoy.png?sv=2026-02-06&spr=https&st=2026-11-01T19%3A51%3A48Z&se=2026-11-01T20%3A51%3A48Z&sr=c&sp=r&sig=Cr715SOTToG7MMnznrqi%2Fm59xiK7PcY4eYJNwVybPAk%3D) - That technician's **Suggested Actions** - **Score Trend** for the scorecard you pick - **Recordings**, best to worst by default ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/manage-team-performance-in-field-pro-v2-dashboards-recordings-and-coaching-image-ag3qn2ci.png?sv=2026-02-06&spr=https&st=2026-11-01T19%3A51%3A48Z&se=2026-11-01T20%3A51%3A48Z&sr=c&sp=r&sig=Cr715SOTToG7MMnznrqi%2Fm59xiK7PcY4eYJNwVybPAk%3D) - A comparison with the **Team Average** > [!TIP] > **Tip:** Treat the profile as your one-on-one cheat sheet. Ten minutes before the meeting is enough time to read it and pick the recording you want to review together. ## Step 4: Find the recording you need 1. Go to **Field Pro > Recordings**. ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/manage-team-performance-in-field-pro-v2-dashboards-recordings-and-coaching-image-v2kt9903.png?sv=2026-02-06&spr=https&st=2026-11-01T19%3A51%3A48Z&se=2026-11-01T20%3A51%3A48Z&sr=c&sp=r&sig=Cr715SOTToG7MMnznrqi%2Fm59xiK7PcY4eYJNwVybPAk%3D) 2. Narrow the list with the filters: date range, user, team, duration, score, disposition, amount, recording profile, **Signal**, **Objection**, **Status**, **Sources** and scored. Search finds words in transcripts and titles. The newest recordings are first. - **Status**: Recording, Processing, Complete, Incomplete or Error. - **Sources**: Mobile, Upload or Import. - **Signal** filters by any signal. Objections have their own filter. 3. Click a recording to open it. ### Upload a recording directly Select **Upload Recording**. Choose the **User** (it starts on you) and the **Audio File**. You can also add a **Title**, a **Profile**, a **Job ID** and an **Appointment ID**. You can upload for yourself or for anyone on a team you have access to. Uploaded recordings show **Upload** under Sources. ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/manage-team-performance-in-field-pro-v2-dashboards-recordings-and-coaching-image-k0p16gym.png?sv=2026-02-06&spr=https&st=2026-11-01T19%3A51%3A48Z&se=2026-11-01T20%3A51%3A48Z&sr=c&sp=r&sig=Cr715SOTToG7MMnznrqi%2Fm59xiK7PcY4eYJNwVybPAk%3D) ### Manage a recording Open the recording's menu to: - **Copy Link**, **Download As** (audio or text), or **Add To Playlist**. - **Edit Recording**: change the title, description, job ID or appointment ID. - **Reprocess**: **Re-analyze** scores it again with the same transcript; **Full Reprocess** starts over. - **Exclude From Scoring** (or **Include In Scoring**). - **Delete**: this also deletes the recording's comments. The technician who made the recording, and anyone with access to that technician's team, can use these. Recordings can't be marked private. ## Step 5: Review the recording 1. Read the summary at the top of the recording. The summary is also posted to the job's history in ServiceTitan. ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/manage-team-performance-in-field-pro-v2-dashboards-recordings-and-coaching-image-ltqgjjoc.png?sv=2026-02-06&spr=https&st=2026-11-01T19%3A51%3A48Z&se=2026-11-01T20%3A51%3A48Z&sr=c&sp=r&sig=Cr715SOTToG7MMnznrqi%2Fm59xiK7PcY4eYJNwVybPAk%3D) > [!NOTE] > **Note:** Your Field Pro settings choose the summary sections for each recording profile. See [Recording Profiles and Scorecards in Field Pro V2](/roofing/docs/recording-profiles-and-scorecards-in-field-pro-v2). 2. Select a timestamp in the summary to jump there. The audio plays from that point and the transcript scrolls to it. 3. On the **Transcript** tab, bookmarks mark the key moments. A moment is bookmarked when a signal tagged Bookmark finds it, so which bookmarks appear depends on the recording profile. 4. Play back at 0.25x to 2x, and use the search box in the player to find a word or phrase. The transcript follows the audio; select **Resume auto-scroll** if you scroll away. ### Act on a moment Select text in the transcript to: - **Add comment**. The technician is tagged automatically, and you can @mention others on teams you have access to. Check **Private comment** to limit it to you, the technician, anyone you mention and anyone who replies. Admins and owners can't see private comments either. ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/manage-team-performance-in-field-pro-v2-dashboards-recordings-and-coaching-image-o6vydzth.png?sv=2026-02-06&spr=https&st=2026-11-01T19%3A51%3A48Z&se=2026-11-01T20%3A51%3A48Z&sr=c&sp=r&sig=Cr715SOTToG7MMnznrqi%2Fm59xiK7PcY4eYJNwVybPAk%3D) - **Add to playlist**. - **Copy Link**. The link opens the recording at that moment. ### Read the scorecard The **Scorecard** tab gives a score and a rationale for every signal that was evaluated, with the transcript moments behind it. Signals your profile tracks but doesn't score are on the **Signals** tab. ### Read the coaching section The **Coaching** tab shows up to one strength and one growth area for the call, with timestamps you can jump to. ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/manage-team-performance-in-field-pro-v2-dashboards-recordings-and-coaching-image-x35h2xcq.png?sv=2026-02-06&spr=https&st=2026-11-01T19%3A51%3A48Z&se=2026-11-01T20%3A51%3A48Z&sr=c&sp=r&sig=Cr715SOTToG7MMnznrqi%2Fm59xiK7PcY4eYJNwVybPAk%3D) ## Step 6: Post a comment Getting comments to technicians is the point of the review. Field Pro v2 drafts one for you so the habit is easier to keep. 1. Open the recording's **Comments** tab. 2. Expand **Suggested comments**. Each draft is labeled Praise or Feedback and has a timestamp and **Why this suggestion**. 3. Edit the text in place, if you want. 4. Check **Private comment** to keep it private. 5. Select **Add Comment**. To keep up with replies across all recordings, go to **Field Pro > Comments**. The **All** and **Unread** tabs list comment threads on recordings you can see. Select a thread to read and reply, or use **Mark as Read**. Private threads appear only to the people in them. ## Step 7: Rate Atlas output Suggested actions, suggested comments, scores, coaching insights, performance summaries and Ask Atlas replies have a thumbs up and thumbs down. If you choose thumbs down, **What went wrong?** lets you pick Not accurate, Not the information I want, or Unhelpful, and add a note. You can also just submit. Your ratings help ServiceTitan improve these results. ## Step 8: Watch a job while it is still running You do not have to wait for a job to close to see what is happening on it. A call that is currently being recorded appears in the recordings list, and you open it the same way you open any other recording. > [!NOTE] > **Note:** Watching a live job is available on desktop only. A recording in progress shows **Recording** status in Recordings. Open it to see: - A **LIVE** label and a near real-time transcript. It's usually a few minutes behind, and speaker labels are less accurate than in the final transcript. The time it was last updated is shown at the bottom. If the technician's phone goes offline, the transcript stops updating and may be out of date. ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/manage-team-performance-in-field-pro-v2-dashboards-recordings-and-coaching-image-blilrlw2.png?sv=2026-02-06&spr=https&st=2026-11-01T19%3A51%3A48Z&se=2026-11-01T20%3A51%3A48Z&sr=c&sp=r&sig=Cr715SOTToG7MMnznrqi%2Fm59xiK7PcY4eYJNwVybPAk%3D) - **Manager Summary**: Atlas's summary of the call so far, written for you, covering where the deal stands, objections and risks, and a coaching angle. It shows when it was generated. Select refresh for a new one; this doesn't change what the technician sees. - **Tech Guidance**: the Mid-Call Check-In your technician received. ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/manage-team-performance-in-field-pro-v2-dashboards-recordings-and-coaching-image-xlcsi91r.png?sv=2026-02-06&spr=https&st=2026-11-01T19%3A51%3A48Z&se=2026-11-01T20%3A51%3A48Z&sr=c&sp=r&sig=Cr715SOTToG7MMnznrqi%2Fm59xiK7PcY4eYJNwVybPAk%3D) Both need **Enable Mid-Call Check-In** turned on in the technician's recording profile. It's on by default. Your company can edit both the Tech Guidance Prompt and the Manager Summary Prompt on the profile's Mid-Call Check-In tab. You also need access to the technician's team. ## Build and share coaching playlists Playlists are under **Field Pro > Recordings > Playlists**. Add a moment by selecting transcript text and choosing **Add to playlist**, or add a whole recording from the recording's menu. You can also build playlists from **Prepare Coaching** in the Manager Console and from **Standout recordings**. ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/manage-team-performance-in-field-pro-v2-dashboards-recordings-and-coaching-image-xhmncjhk.png?sv=2026-02-06&spr=https&st=2026-11-01T19%3A51%3A48Z&se=2026-11-01T20%3A51%3A48Z&sr=c&sp=r&sig=Cr715SOTToG7MMnznrqi%2Fm59xiK7PcY4eYJNwVybPAk%3D) A playlist is private to you until you share it. Open its menu, choose **Team Visibility**, and pick the teams that should see it. Only you can edit, share or delete your playlists. People only see the recordings in it from teams they have access to. Sharing is done on desktop. ## Want to learn more? - See [Field Pro v2 Manager Console: What to Do Today](/roofing/docs/field-pro-v2-manager-console-what-to-do-today). - See [Use Field Pro v2 reports](/roofing/docs/use-field-pro-v2-reports). - See [Mid-Call Check-In with Ask Atlas in Field Pro v2](/roofing/docs/mid-call-check-in-with-ask-atlas-in-field-pro-v2). - See [Recording Profiles and Scorecards in Field Pro V2](/roofing/docs/recording-profiles-and-scorecards-in-field-pro-v2). - See [Field Pro v2 Settings, Permissions, and Teams](/roofing/docs/field-pro-v2-settings-permissions-and-teams). Configurable categories that classify jobs (e.g., HVAC Install, Drain Cleaning, Roof Replacement) for reporting and routing. **What it does:** Enables targeted pricing, technician skill matching, reporting segmentation, and correct workflow routing by type of work. **Also called:** Service types, Work categories **Tags:** Core [See the full glossary →](https://help.servicetitan.com/docs/glossary-overview) A call in ServiceTitan is a phone call that is usually received by the system or occasionally added manually. The call can lead to a job being booked. For more, see Understanding call classifications. [Learn more →](https://help.servicetitan.com/docs/servicetitan-glossary) · [See the full glossary →](https://help.servicetitan.com/docs/glossary-overview) A sales technician is dispatched to a marketing lead or technician-generated lead—these are sales opportunities. What this triggers in ServiceTitan When the sales technician creates one or more estimates for the customer, the opportunity appears Follow Ups. The opportunity includes all estimates created for that job. [Learn more →](https://help.servicetitan.com/docs/understanding-sales-vocab) · [See the full glossary →](https://help.servicetitan.com/docs/glossary-overview) A prospective customer or job who presents a revenue-generating opportunity. In ServiceTitan, a Lead is an incoming call that lasts at least 60 seconds or is assigned the call reason, Is Lead. There are several types of Leads that you can use to report on different aspects of your business. For more, see Leads. [Learn more →](https://help.servicetitan.com/docs/servicetitan-glossary) · [See the full glossary →](https://help.servicetitan.com/docs/glossary-overview) In-app button that lets technicians or managers ask AI a question about a job, recording, or troubleshooting topic. **What it does:** Gives techs instant AI answers in the field without leaving the app, improving first-visit resolution. **Tags:** AI-Powered [See the full glossary →](https://help.servicetitan.com/docs/glossary-overview) **a.k.a.** Ask Field Pro