Praxis Productivity Reports
Client Care Report Card
Productivity reports track Praxis’ most important KPIs. Once enabled for a tenant account, the Client Care Report Card measures the performance of CSRs who answer phone calls and book jobs.
A Praxis productivity report that tracks the performance of CSRs (Customer Service Representatives) who answer phone calls and book jobs.
Navigate to Reports > Reports 2.0 tab > Specialized Reports > Client Care Report Card in ServiceTitan. Requires Praxis reports to be enabled on the tenant account.
Reference
Explanation of Report KPIs
Each KPI in the Client Care Report Card is calculated using specific data from ServiceTitan. The report includes scores for the current period, quarter, and year-to-date.
Client Care Report Card — ServiceTitan Reports 2.0
| Management Topic | Calculation |
|---|---|
| Call Booking Conversion Ratio | Calculation — Call Booking Conversion Ratio: [Total booked jobs] / [Total calls with a duration greater than or equal to 60 seconds and where an Excuse Memo is Null] taken by the CSR. |
| Age of Equipment Identified Percentage | Calculation — Age of Equipment Identified Percentage: [Total booked jobs where the location’s installed equipment has an Install Date] / [Total booked jobs]. |
| Demand Service Call Cancellation Percentage | Calculation — Demand Service Call Cancellation Percentage: [Total jobs Canceled with the reason Client Canceled where the Division is set to Demand] / [Total jobs booked where the Division is set to Demand]. |
| Scheduled Service Call Cancellation Percentage | Calculation — Scheduled Service Call Cancellation Percentage: [Total jobs Canceled with the reason Client Canceled where the division is set to Maintenance or Scheduled Service] / [Total jobs booked where the Division is set to Maintenance or Scheduled Service]. |
| Calls Scheduled vs Total Calls Answered Percentage | Calculation — Calls Scheduled vs Total Calls Answered Percentage: [Total jobs booked] / [Total calls with the Agent ID set to the selected employee]. |
| Number of Outbound Calls Needed to Book A Scheduled Service Call | Calculation — Number of Outbound Calls Needed to Book A Scheduled Service Call: [Total calls with the Agent ID set to the selected employee where the direction is set to Outbound] / [Total jobs booked where the Division is set to Maintenance or Scheduled Service]. |
| Scheduled Service Revenue Percentage to Budget | Calculation — Scheduled Service Revenue Percentage to Budget: [Sum subtotals of invoices booked by the CSR with the Division set to Maintenance or Scheduled Service] / [Budget for Scheduled Service Revenue]. |
| Demand Service Revenue Percentage to Budget | Calculation — Demand Service Revenue Percentage to Budget: [Sum of subtotals of invoices booked by the CSR with the Division set to Demand] / [Budget for Demand Revenue]. |
Need help? Contact your ServiceTitan KnowledgeBase team or reach out to your Praxis specialist for additional support.