Feature Guide
Dashboard — Nexstar Edition
A complete reference guide to the Nexstar Edition dashboard — covering all KPI sections, metric definitions, calculations, and filters. Last updated 02/25/20.
The Nexstar Edition dashboard gives managers an overview of total company revenue, revenue trends, membership sales, and technician statistics — all built on Nexstar KPI methodology.
Managers and office employees. Account configuration is required — contact your success or implementation manager to enable the Nexstar Edition dashboard.
📌 Note: Dashboard KPIs use the same formulas and data as custom reports. For example, Total Revenue on the dashboard matches the Total Revenue column of the Business Unit Performance report template. For more, see Create and edit custom reports.
Overview
The dashboard gives you an overview of your business metrics, such as total company revenue, revenue trends, membership sales, and technician statistics, giving you insight into your overall business performance.
Things to Know
To access your dashboard, go to the navigation bar and click Dashboard.
The dashboard calculates KPIs using the same formulas and data that reports use. Each KPI described below includes the equivalent custom report template and column.
To create a custom report: go to Reports > click Create Report > select the template you want to use.
Configuration
Set Dashboard Filters
By default, the dashboard reports on all business units (BUs) for the current day. You can report on specific BUs and on custom date ranges.
Select BUs
Click the Select business units dropdown.
Deselect Select all.
Select the BUs you want to report on.
Click Apply. The dashboard automatically refreshes showing filtered metrics.
Set Custom Report Dates
Click the date dropdown and select one of the following options:
| Option | Date Range |
|---|---|
| Today | From 12:00 AM to the current time |
| Yesterday | Previous calendar day from 12:00 AM to 11:59 PM |
| Last 7 Days | Previous seven days, not including the current day |
| Last 30 Days | Previous 30 days, not including the current day |
| This Month | First of the month to the current day |
| Last Month | Entire previous calendar month |
| Custom Range | Use the date picker to set a specific span of dates |
Reference
Dashboard Sections & Calculations
The tables below explain each metric and the calculation used to derive it. Under each metric name is the equivalent custom report template and column — for example, Total Sales corresponds to Business Unit Performance > Total Sales. For more on custom reports, see Create and edit custom reports.
Dashboard Terminology
| Term | Definition |
|---|---|
| Converted job | A job with an invoice subtotal greater than or equal to the Sold threshold. |
| Income item | A pricebook item assigned to an income general ledger (GL) account. |
| Lead | An incoming call that lasts at least 60 seconds or is assigned the call reason Is lead. Marketing Lead — A job booked from the Call Booking screen assigned to a technician. Technician-Generated Lead (TGL) — When a technician convinces a customer to schedule another job or request an estimate for additional services. |
| Opportunity | A completed job not marked as No Charge, or a completed No charge job with an invoice subtotal equal to or greater than the sold threshold. Types include: Closed, Lead generation, Membership, Replacement, and Sales opportunities. |
| Recall job | A No Charge job created when a problem persists after a completed job. References the original job in the Is recall for field. Also known as call backs. |
| Replacement opportunity tag | A tag attached to equipment types. When installed equipment reaches the replacement age, the tag displays on jobs and the customer's service location. Configure at Pricebook > Equipment Types > Edit > Tags. |
| Sold hours | The estimated number of labor hours to complete a service as set in your pricebook. |
| Sold threshold | The minimum subtotal dollar amount for a job or estimate to be considered converted. Configure per job type at Settings > Job Type > Sold Threshold. |
Revenue Trends
The top of the dashboard shows revenue trends based on your dashboard filters.
| Metric | Definition & Calculation |
|---|---|
| Total Revenue Business Unit Performance > Total Revenue | Sum of all income items on invoices. Includes: completed jobs within the date filter, non-job membership sales, membership billing invoices, and adjustment invoices within the date filter. Calculation: [sum of completed revenue] + [sum of membership sales and billing revenue] + [sum of adjustment revenue] |
| Missed Revenue Business Unit Performance > Missed Revenue | Sum of the 30-day total job averages for: Unbooked calls, unconverted jobs, and canceled jobs. Unbooked calls are distributed among BUs based on the 30-day average booking rate. Calculation: ([count of unbooked calls] × [30-day BU booking rate] × [30-day total job avg]) + ([count of canceled jobs] × [total job avg for job type]) + ([count of unconverted jobs] × [30-day total job avg for job type]) |
| 12-Month Trend Business Unit Performance > Completed Revenue | A bar graph of completed revenue for the twelve months trailing the last day of the date filter. Date filter applies to job completion date. Calculation: [sum of income items on job]  |
| 26-Week Trend Business Unit Performance > Completed Revenue | Weekly revenue trends over the 26-week period before the last day of the date filter. Weeks begin on Sunday and end on Saturday. Calculation: [sum of income items on jobs completed that week]  |
Company Metrics
Shows overall sales and revenue figures based on your dashboard filters.
| Metric | Definition & Calculation |
|---|---|
| Total Sales Business Unit Performance > Total Sales | Sum of all Sold estimate subtotals. Date filter: estimate sold date. BU filter: estimate BU. Calculation: [sum of estimate subtotals] |
| Closed Avg. Sale Business Unit Performance > Closed Average Sale | Average sale from closed opportunities. Date filter: estimate sold date. BU filter: job BU. Calculation: [sum of sales from closed opportunities] / [count of closed opportunities] |
| Completed Revenue Business Unit Performance > Completed Revenue | Sum of all income items from completed jobs. Excludes adjustment invoices and membership sales/billing. Date filter: completion date. BU filter: invoice item BU. Calculation: [sum of all income items from completed jobs] |
| Opportunity Job Avg. Business Unit Performance > Opportunity Job Average | Average revenue from opportunities. Excludes adjustment invoices. Date filter: job completion date. BU filter: invoice item BU. Calculation: [sum of revenue from opportunities] / [count of opportunities] |
| Membership Sales & Billing Business Unit Performance > Membership Sales & Billing Revenue | Sum of all income items on non-job invoices generated from membership sales, renewals, and billing. Date filter: invoice date. BU filter: invoice item BU. Calculation: [sum of all income items on membership sales and billing invoices] |
| Adj. Revenue Business Unit Performance > Adjustment Revenue | Sum of all income items on adjustment invoices (any status). Date filter: invoice date. BU filter: invoice item BU. Calculation: [sum of all income items on adjustment invoices] |
| Call Booking Rate | Percentage of leads (incoming calls ≥60 seconds or assigned Is lead) that were booked. Date filter: date call was received. Calculation: [count of calls booked from leads] / [count of leads] × 100% |
| Total Conversion Rate Technician Performance > Total Conversion Rate | Percentage of completed jobs that are converted jobs. Date filter: job completion date. BU filter: invoice item BU. Calculation: [count of completed, converted jobs] / [count of completed jobs] × 100% |
| Customer Satisfaction Business Unit Performance > Customer Satisfaction | Average score of ServiceTitan survey responses on a 0–5 scale. Date filter: survey date. NPS surveys (10-point scale) are converted to 5-star scale. Calculation: [sum of survey scores] / [count of surveys received] For more, see How to enable job completion surveys. |
| Total Cancellations Business Unit Performance > Canceled Jobs | Number of canceled jobs (excludes No Charge jobs). Date filter: most recent cancellation date. BU filter: job BU. Calculation: [count of canceled jobs] |
| Memberships Converted Business Unit Performance > Memberships Converted | Number of membership opportunities that resulted in a membership sale or renewal. Date filter: job completion date. Calculation: [count of membership opportunities with at least one invoice item that sells or renews a membership] |
Performance
Technician Scorecard
The technician scorecard gives you a snapshot of technician performance.
Click a section name (Service, Maintenance, Sales, Install) to view jobs in that division.
Click the tabs at the top to switch between reporting metric sets (Nexstar, Overview, Lead Generation, Memberships, Productivity).
📌 Note: A technician receives credit for jobs they're assigned to with a non-zero Split. Click a technician to view their individual scorecard including job details.
Divisions
Service & Maintenance
Reports on revenue, conversion rates, job averages, lead generation, membership conversion, and productivity for your service and maintenance divisions.
Service / Maintenance > Nexstar
| Metric | Definition & Calculation |
|---|---|
| Total Revenue Technician Performance > Completed Revenue | Split-adjusted sum of all income items from completed jobs. Excludes adjustment invoices. Calculation: [sum of all income items from completed jobs] × [technician split] |
| Average Sale Technician Performance > Opportunity Job Average | Average revenue from opportunities, adjusted by technician split. Excludes adjustment invoices. Calculation: [sum of split-adjusted revenue of completed opportunities] / [count of opportunities] |
| Conversion Rate % Technician Performance > Opportunity Conversion Rate | Percentage of opportunities that are converted jobs. Excludes adjustment invoices. Calculation: [count of converted jobs] / [count of opportunities] × 100% |
| # SPPs Sold Technician Performance > Memberships Sold | Total number of service partner plans (memberships) sold. Job must be completed. The technician must be the Sold By on the membership sales item. Excludes adjustment invoices. Calculation: [count of completed jobs with a membership sales invoice item where technician is set as Sold By] |
| # Tech Generated Leads Technician Performance > Leads Set | Total number of leads generated by a technician. Date filter: job completion date of opportunity where the TGL was set. Calculation: [count of jobs where technician set a lead] |
| Sold Hours Technician Performance > Job Billable Hours | Total split-adjusted sold hours from income invoice items. Excludes adjustment invoices. Calculation: [sum of split-adjusted sold hours from income invoice items] |
| # Tech Sold Hour Efficiency Technician Performance > Tech Sold Hour Efficiency | Ratio of split-adjusted sold hours to actual job hours. A value >1 means the technician completed work faster than estimated. Total paid hours includes idle time and non-job appointments, but not PTO. Calculation: [sum of split-adjusted sold hours] / [sum of total paid hours] |
| # Flat Rate Tasks Per Call Technician Performance > Tasks Performed per Opportunity | Ratio of income invoice service items with price >$0 to total opportunities. Excludes equipment, material, discounts, and dispatch fee items. Calculation: [count of split-adjusted income invoice service items on opportunities] / [count of opportunities] |
Service / Maintenance > Overview
| Metric | Definition & Calculation |
|---|---|
| Revenue | Total income items from completed jobs, technician splits applied. Excludes adjustment invoices. Calculation: [sum of split-adjusted income items] |
| Opp. Job Avg | Average revenue per opportunity. Excludes adjustment invoices. Calculation: [sum of split-adjusted revenue from completed opportunities] / [count of opportunities] |
| Opp. Conversion Rate | Percentage of opportunities that are converted jobs. Calculation: [count of completed converted jobs] / [count of opportunities] |
| # Opps | Total number of opportunities. Calculation: [count of completed jobs that are not No Charge] + [count of No Charge completed jobs with invoice subtotal ≥ sold threshold] |
| Converted Jobs | Number of completed jobs with an invoice subtotal that meets the sold threshold. Excludes adjustment invoices. Calculation: [count of completed jobs with invoice subtotal ≥ sold threshold] |
| Customer Satisfaction | Average ServiceTitan survey score (0–5 scale). NPS surveys converted to 5-star scale. Calculation: [sum of survey scores] / [count of surveys received] |
Service / Maintenance > Lead Generation
| Metric | Definition & Calculation |
|---|---|
| # Opps | Total lead generation opportunities. A lead generation opportunity is a completed non-No Charge job, or a completed No Charge job where the technician set a lead. Calculation: [count of completed jobs not No Charge] + [count of completed No Charge jobs where technician set a lead] |
| Leads Set | Total leads generated by a technician on lead generation opportunities. Calculation: [count of leads generated on lead generation opportunities] |
| Conv. Rate | Percentage of lead generation opportunities where the technician set a lead. Calculation: [count of leads set on a lead generation opportunity] / [count of lead generation opportunities] × 100% |
| Avg. Sale | Average estimate subtotal of estimates sold on technician-generated leads. Calculation: [sum of subtotals of sold estimates from TGLs] / [count of TGLs with sold estimates] |
Service / Maintenance > Lead Generation > Replacements
| Metric | Definition & Calculation |
|---|---|
| # Opps | Total replacement opportunities. Calculation: [count of completed replacement jobs not No Charge] + [count of completed No Charge replacement jobs with invoice subtotal ≥ sold threshold] |
| Leads Set | Total replacement leads set by the technician. Calculation: [count of leads generated on replacement opportunities] |
| Conv. Rate | Percentage of replacement opportunities where the technician set a lead. Calculation: [count of leads generated on replacement opportunities] / [count of replacement opportunities] |
| # Sales | Total replacement leads that resulted in a sold estimate. Calculation: [count of leads generated on replacement opportunities with sold estimates] |
| Avg. Sale | Average of sold estimate subtotals from replacement leads. Calculation: [sum of sold estimate subtotals from replacement leads] / [count of replacement lead estimates] |
| $ Sold | Total of sold estimates from replacement leads set by the technician. Calculation: [sum of sold estimate subtotals from replacement leads] |
Service / Maintenance > Memberships
| Metric | Definition & Calculation |
|---|---|
| Total Mem Sold | Memberships sold by the technician. Excludes adjustment invoices. Calculation: [count of membership opportunities where technician is set as Sold By on membership sale task] |
| Total Mem Opps | Membership opportunities. If not sold, all assigned technicians receive an opportunity credit. If sold, only the selling technician receives credit. Calculation: [count of completed jobs tagged Potential Member or Potential Renewal] + [count of completed jobs with no tag with membership sale or Renewal task] |
| Total Mem % | Percentage of membership opportunities that resulted in sold memberships. Calculation: [count of memberships sold] / [count of membership opportunities] × 100% |
Service / Maintenance > Productivity
| Metric | Definition & Calculation |
|---|---|
| Rev/hr | Income items from completed jobs per total technician job hours (Arrive to Done working). Calculation: [sum of completed revenue] / [sum of job hours] |
| Billable Hours | Total split-adjusted sold hours from income items, including equipment multiples. Calculation: [sum of (split-adjusted sold hours of income item × quantity of income item)] |
| Sold Hours to On-Job Time | Ratio of split-adjusted billable hours to actual job hours. Value >1 means faster than estimated. Calculation: [sum of split-adjusted billable hours] / [sum of job hours] |
| Tasks per Opp | Average income service items per opportunity. Excludes equipment, material, discounts, and dispatch fee items. Calculation: [count of split-adjusted income invoice service items on opportunities] / [count of opportunities] |
| Options per Opp | Average estimates created on sales opportunities. Technician is set as Sold By. Calculation: [count of estimates created on sales opportunities] / [count of sales opportunities] |
| Recalls | Total completed jobs that resulted in recall jobs. Date filter: original job completion date. Calculation: [count of completed jobs included in the Is recall for field of other jobs] |
Divisions
Sales
Reports on estimate sales, conversion rates, and lead metrics for your sales division. Filter: Division is equal to Sales.
Sales > Nexstar
| Metric | Definition & Calculation |
|---|---|
| Conv Rate % Technician Performance > Close Rate | Percentage of sales opportunities that are closed opportunities. Multiple estimates sold on a job counts as one opportunity. Calculation: [count of closed opportunities where technician is set as Sold By] / [count of sales opportunities] × 100% |
| Total Sales Technician Performance > Total Sales | Total dollar amount of sold estimate subtotals. Calculation: [sum of estimate subtotals] |
| Closed Average Sale Technician Performance > Closed Average Sale | Average total sales from closed opportunities. Calculation: [sum of sales from closed opportunities where technician is set as Sold By] / [count of closed opportunities] |
| # SPPs Sold Technician Performance > Memberships Sold | Total memberships and renewals sold on completed jobs where the technician is set as Sold By on the invoice. Calculation: [count of completed jobs with membership or renewal task on invoice where technician is set as Sold By] |
| Sold Hours | Total sold hours booked on estimates sold by the technician. The sold hours are on the install job booked from the sold estimate. Note: If the sales technician is unassigned from the job, they are not credited. Calculation: [sum of sold hours for invoice items booked from sold estimates] |
Sales > All
| Metric | Definition & Calculation |
|---|---|
| Total Sales | Sum of sold estimate subtotals where technician is set as Sold By. Calculation: [sum of estimate subtotals for sold estimates where technician is set as Sold By] |
| Closed Avg. Sale | Average estimate subtotal for closed opportunities. Calculation: [sum of sales from closed opportunities] / [count of closed opportunities] |
| Close Rate | Percentage of sales opportunities that are closed. Multiple estimates on a job = one opportunity. Calculation: [count of closed opportunities] / [count of sales opportunities] |
| Sales Opps | Total sales opportunities. Calculation: [count of completed jobs not No Charge] + [count of completed No Charge jobs with estimate subtotal ≥ sold threshold] |
| Options per Opp | Average estimates created on sales opportunities. Calculation: [sum of estimates created on sales opportunities] / [count of sales opportunities] |
| Customer Satisfaction | Average ServiceTitan survey score (0–5). NPS surveys converted to 5-star scale. Calculation: [sum of survey scores] / [count of surveys received] |
Sales > Tech Leads
📌 Note: A technician-generated lead (TGL) is a job marked as a lead from another job. For more, see Understand and book different types of leads.
| Metric | Definition & Calculation |
|---|---|
| Total Sales | Sum of all estimate items sold by technician on TGL jobs. Calculation: [sum of estimate subtotals for TGL jobs where technician is set as Sold By] |
| Closed Avg. Sales | Average total sales from closed TGL opportunities. Calculation: [sum of sales from closed TGL opportunities where technician is Sold By] / [count of closed TGL opportunities] |
| Close Rate | Percentage of sales opportunities from TGLs that are closed. Calculation: [count of closed TGL opportunities where technician is Sold By] / [count of sales opportunities that are TGLs] × 100% |
| Sales Opps | Number of sales opportunities from TGLs. Calculation: [count of completed TGL jobs not No Charge] + [count of completed No Charge TGL jobs with estimate subtotal ≥ sold threshold] |
| Options Per Opp | Average estimates created for sales opportunities from TGLs. Technician is set as Created By. Calculation: [count of estimates on TGL sales opportunities] / [count of TGL sales opportunities] |
Sales > Marketing Leads
| Metric | Definition & Calculation |
|---|---|
| Total Sales | Sum of income items on estimates sold on marketing lead jobs. Calculation: [sum of estimate subtotals where technician is Sold By on marketing lead jobs] |
| Closed Avg. Sales | Average sales from marketing leads per closed opportunity. Calculation: [sum of sales from closed marketing lead opportunities] / [count of closed marketing lead opportunities] |
| Close Rate | Percent of sales opportunities from marketing leads that are closed. Calculation: [count of closed marketing lead opportunities] / [count of marketing lead sales opportunities] × 100% |
| Sales Opps | Marketing leads that are sales opportunities. Calculation: [count of completed marketing lead jobs not No Charge] + [count of completed No Charge marketing lead jobs with sold estimate subtotal ≥ sold threshold] |
| Options Per Opp | Average estimates for sales opportunities that are marketing leads. Calculation: [count of created estimates on marketing lead sales opportunities] / [count of marketing lead sales opportunities] |
Divisions
Install
Reports on revenue, conversion rates, job averages, and productivity for your Install division. Filter: Division is equal to Install.
Install > Nexstar
| Metric | Definition & Calculation |
|---|---|
| Sold Hours | Total split-adjusted sold hours from income items. Calculation: [sum of (split-adjusted sold hours of income item) × (quantity of income item)] |
| Tech Sold Hour Efficiency | Ratio of split-adjusted sold hours to actual job hours. Value >1 means faster than estimated. Total paid hours includes idle time and non-job appointments, but not PTO. Calculation: [sum of split-adjusted sold hours] / [sum of total paid hours] |
| Total Revenue | Total split-adjusted prices of all income items on completed jobs. Calculation: [sum of split-adjusted income item subtotals for completed jobs] |
Install > Overview
| Metric | Definition & Calculation |
|---|---|
| # Opps | Total install opportunities. Calculation: [count of completed install jobs not No Charge] + [count of completed No Charge install jobs with invoice subtotal ≥ sold threshold] |
| $ Completed | Split-adjusted sum of all income item prices from completed jobs. Excludes adjustments, membership sales, and billing invoices. Calculation: [sum of split-adjusted income items on completed jobs] |
| Opp. Job Avg. | Average revenue from opportunities. Excludes adjustment invoices. Calculation: [sum of split-adjusted revenue from opportunities] / [count of opportunities] |
| $ Upsold | Invoice items not originally on the estimate that booked the job — added by selling an additional estimate and selecting Perform work now. Calculation: If technician selects Perform work now, the estimate subtotal populates as the Upsold amount. Job must be booked from an estimate whose items have all been booked. |
| # WIP | Count of assigned jobs with status: scheduled, dispatched, or working. Calculation: [count of jobs where status is scheduled, dispatched, or working] |
| Customer Satisfaction | Average ServiceTitan survey score (0–5). NPS surveys converted to 5-star scale. Calculation: [sum of survey scores] / [count of surveys received] |
Install > Productivity
| Metric | Definition & Calculation |
|---|---|
| Billable Hours | Total split-adjusted sold hours from income items, including equipment. Calculation: [sum of (split-adjusted sold hours on income item) × (quantity of income item)] |
| Billable Efficiency | Ratio of split-adjusted billable hours to actual job hours. Value >1 means faster than estimated. Calculation: [sum of split-adjusted sold hours] / [sum of job hours] |
| Recalls | Total completed jobs that resulted in recall jobs. Calculation: [count of completed jobs included in the Is recall for field of other jobs] |
Communications
Call Metrics
Gives you an overview of call volume and booking rates.
| Metric | Definition & Calculation |
|---|---|
| Booked % | Percentage of incoming call leads booked into jobs. Date filter: call date. BU filter: job BU. Calculation: [count of jobs booked from incoming call leads] / [count of incoming call leads] × 100% |
| Leads | Total incoming leads to ServiceTitan tracking phone numbers. BU filter does not apply. Calculation: [count of incoming call leads answered within ServiceTitan] |
| Booked | Total jobs booked from incoming calls within ServiceTitan. Calls can also be manually reclassified as booked appointments. Calculation: [count of incoming calls that resulted in a booked job] |
Agent Scorecards
Agent scorecards break down call metrics by individual customer service representative (CSR). Click a scorecard to view additional details and individual call records.
Unbooked Calls
View individual calls that were not booked into jobs. Date filter applies to call date. BU filter does not apply. Click an individual call to view details and listen to a recording.
Marketing
Marketing Scorecards
Show the performance of your marketing campaigns, including revenue, leads, bookings, and sales. Click on a campaign to view individual call and job metrics.
| Metric | Definition & Calculation |
|---|---|
| Leads | Total incoming call leads for a campaign. BU filter does not apply. Calculation: [count of leads that are incoming calls to the campaign tracking number] |
| Booked | Jobs booked from incoming calls to a campaign. Calculation: [count of jobs booked from incoming calls to the campaign tracking number] |
| Sales | Completed, converted jobs attached to a campaign (from calls and manually attached). Calculation: [count of completed jobs attached to campaign with invoice subtotal ≥ sold threshold] |
| Revenue | Total revenue from a campaign, based on income items (from calls and manually attached jobs). Calculation: [sum of income items from completed jobs attached to the campaign] |
Geography
Heat Map
Displays an overview of your most frequently serviced areas. Shows up to 50 of the most recently completed, converted jobs, filtered by job completion date and job BU.
Each blue dot represents a completed, converted job. The larger the dot, the greater the invoice subtotal.
Click a dot to view job details. Drag the map to move it. Use + / − or scroll to zoom.
💡 Want to learn more? Watch Improved Dashboard on ServiceTitan Academy to learn how to set up your new dashboard.
Need help? Contact your success or implementation manager to configure the Nexstar Edition dashboard on your account.
A job with an invoice subtotal greater than or equal to the sold threshold.
The minimum subtotal dollar amount when you consider a job or estimate to be converted. When an invoice subtotal on completed job meets the sold threshold, it's considered a converted job. When an estimate meets the sold threshold, it's considered a closed estimate.
A lead created when a CSR books a job and a sales technician is dispatched; the sales technician is assigned the marketing lead.
What it does: Counts in the Sales section of the dashboard (under # Opps → All Leads and Marketing Leads), attributing sales opportunities to marketing.
Where to find it: Dashboard › Sales; leads managed in Follow Up.
Also called: Call lead
Tags: Core
A Technician-Generated Lead is when a technician convinces a customer to schedule another job or request an estimate for additional services. For example, if a technician on a service call convinces a customer to get an estimate to replace aging equipment, you set a Technician-Generated Lead on the job record.
Learn more → · See the full glossary →
a.k.a. TGL, tech-generated lead
A job where the customer isn’t charged for the service (e.g., recall and warranty jobs). It doesn’t affect technician conversion rates. Income items can be added to the invoice; if the subtotal is at or above the sold threshold, the job counts as converted.
a.k.a. Non-convertible job, Unconvertible job
When an installed equipment item reaches the replacement age of that equipment type, a replacement opportunity tag displays on jobs and the customer's service location record. A replacement opportunity is a job with a replacement opportunity tag that is not marked as No charge.
A CSR answers a call lead, but no job is booked. This is an unbooked call. What this triggers in ServiceTitan Unbooked calls will have an impact on the CSR call booking rate (CSR conversion rate). • On the dashboard: You'll see unbooked calls in the Unbooked Calls section of the dashboard.
A sales tech sells an estimate. -or- A service, maintenance, or install tech sells an estimate. -or- A CSR sells an estimate over the phone. Let's say the estimate total is below the sold threshold (the customer wants to schedule the work, but hasn't fully decided).
The percentage of inbound calls that result in a booked job.
What it does: Measures CSR effectiveness; a low CBR signals coaching needs or missed revenue opportunities from unanswered or mishandled calls.
Also called: Call conversion rate
Tags: Phones Pro
a.k.a. CBR
Split determines how much credit each technician is getting for the job. For example: If two technicians perform work on a job, the split could be an even 50%-50%, or it could be 75%-25% if the first technician did a bulk of the work. By default 100% of the technician split will go to the first technician assigned to the job.
A pricebook service item that activates a membership when added to an invoice. Every membership type needs a sale task to sell the membership.
A pricebook service item that renews a membership when added to an invoice. Every fixed-duration membership type needs a renewal task to renew the membership.
A customer calls in who intends to hire someone (the lasts over 60 seconds). This is a call lead. What this triggers in ServiceTitan The call is classified as a lead. On the dashboard, the call lead appears as a Lead under Call Metrics.