Overview
The Voice Agent Reporting Dashboard provides a centralized view of AI Voice Agent (VA) performance. Use it to track booking rates and revenue from completed jobs booked by the Voice Agent to understand overall performance. The dashboard also helps you identify common reasons for call escalations and call outcomes in call handling, without reviewing individual call recordings.
Who uses this feature
Administrators and office employees
Applies to all business types
Applies to all trades
Feature configuration
Account configuration is required to use this feature.
Contact Center Pro is currently in Early Access and available for specific accounts. It is subject to change. If you want to enable this feature for your account, book a demo here.
Contact Center Pro requires an Enterprise Hub network. Contact your Customer Success Manager or Pro Account Manager to request a network.
Things to know
If certain features are not enabled, such as Voice Agent Job Booking, related metrics will show as 0%. We recommend enabling all Voice Agent features for the best experience and most complete data.
Call recordings and transcripts are stored securely. Only users with permission to view call recordings can play audio from the dashboard.
Use cases
Administrators check the Revenue generated by the VA to report on monthly ROI.
Managers evaluate the Booking Rate to compare AI performance against human CSR benchmarks as well as analyze Call outcomes (booked, rescheduled, confirmed, lead collected) to understand how many customers are successfully self-serving.
Office employees review Escalation reasons (sooner appointment, requested a live agent) to identify when more human intervention is required.
Access the Voice Agent Dashboard
Access the dashboard from the side navigation to begin reviewing your AI performance.
Go to your Contact Center Pro account.
In the side menu, click Reports > Voice Agent Dashboard.
The Voice Agent Dashboard screen opens.
Apply filters
Filter your data to see performance over specific timeframes or for certain parts of your business.
On the Voice Agent Dashboard screen, locate the filter bar at the top.
Narrow down your results:
Click the Date Range dropdown to select a timeframe.
Apply the Account (Tenant) filter to narrow results to a specific ServiceTitan account.
Select the Agent to narrow results to a specific AI Voice Agent instance.
When finished, click Apply.
Understanding Voice Agent metrics
The dashboard categorizes data into high-level KPIs and outcome-based analysis.
Performance KPIs
Revenue: Total revenue from all invoiced jobs where the Voice Agent is the Booked By user. The revenue is calculated from final invoice totals. Jobs that are booked but not yet invoiced do not show revenue data.
Booking Rate: The percentage of bookable calls that result in a scheduled job, calculated as total booked jobs divided by total leads, as shown on the Agent Scorecard dashboard.
Calls Handled: Total number of incoming calls answered by the Voice Agent, including booked, unbooked, excused, and non-lead calls.
Avg Call Duration: The average amount of time callers spend interacting with the Voice Agent, calculated as total call time divided by the number of calls.
Outcome Analysis
Call Outcomes: Lists the total number and percentage of calls by outcome, such as excused, bookable, and booked jobs.
Excused: An excused call is any incoming call that is not related to a past, current, or future job. This may include inquiries about confirming or rescheduling existing appointments.
Bookable: Indicates that the caller expressed intent to schedule a service.
Booked Jobs: A booked job occurs when the Voice Agent successfully schedules a job during an incoming call.
Escalated Calls: Lists the reasons for escalation and explains why the Voice Agent transferred the call, such as scheduling conflicts or customer frustration.
Escalated: A call is escalated when it falls outside the Voice Agent's supported scope (for example, appointment cancellations or billing inquiries), or when the caller explicitly requests to speak with a live agent.
View detailed results and transcripts
You can drill down into any metric to view the specific calls and transcripts behind the numbers.
On the Voice Agent Dashboard, click any segment in a chart (for example, the Escalated bar).
On the side panel that opens, review the list of matching calls.
(Optional) Apply filters to narrow your results. Click Download Call List to download a CSV file to your computer.
Select a specific call record.
Review the transcript to find the exact point of the conversation where the outcome was decided.
Click Play on the audio player to listen to the recording.
