Overview
Viewing and adjusting Technician Ranking Settings gives you more transparency and control in the decision-making process behind Dispatch Pro.
Who uses this feature
Administrators and managers
Primarily for Residential Service and Replacement business types
Feature configuration
To get started with Dispatch Pro, review pricing and select your package here. You can also request a demo on our Pro Products page, or reach out to your Customer Success Manager (CSM) or Pro Account Manager (PAM).
Certain permissions are required to set up and manage Dispatch Pro. To have these enabled, please contact the account administrator on your team. For more, see the Required permissions section of Dispatch Pro.
Things to know
Dispatch Pro only works with managed technicians. For more, see Managed technicians and non-managed technicians in ServiceTitan Mobile.
Technician Ranking Settings only update once per hour. After you make and save changes, allow Dispatch Pro at least one hour before changes are reflected on the Dispatch Board.
Technician ranking settings for specific job types in Dispatch Pro Prioritization Settings override the settings in Technician Ranking Settings.
Best practices
We recommend that you review and adjust your settings as needed during shoulder slow seasons to prepare for the busy season.
How Dispatch Pro calculates and ranks technician performance
Dispatch Pro ranks each technician's performance based on conversion rate and average ticket.
Note: Conversion rate and average ticket are calculated separately for jobs and leads for each technician and each job type. In this case, leads are defined as jobs generated by previous jobs, linked through either an estimate or as a Technician-Generated Lead (TGL).
Conversion rate and average ticket scores
By default, Dispatch Pro looks at average ticket scores and conversion rate scores equally when it ranks technicians.
Job conversion rate score: This is calculated as [total number of sold jobs] divided by [total number of completed jobs (excluding recall and warranty jobs)]. Range = 0-100%.
Lead conversion rate score: This is calculated as [total number of sold leads] divided by [total number of completed jobs]. Range = 0-100%.
Job average ticket rate score: This is calculated as [technician's average ticket for all sold jobs (excluding recall and warranty jobs)]. The score is calculated as the difference between the technician's average ticket versus the median average ticket for the job type. Range = 0-1000%.
Lead average ticket rate score: This is calculated as [lead average ticket] minus [technician's average ticket for all sold leads]. The score is calculated as the difference between the technician's average ticket versus the median average ticket for the job type. Range = 0-1000%.
Technician performance
By default, Dispatch Pro considers short term and long term performance equally when ranking technicians. You can change this weighing in your Dispatch Pro settings for technician ranking.
Short term performance: This looks at the technician performance over the last 30 days.
Long term performance: This looks at technician performance over the last 12 months.
Open Dispatch Pro Technician Ranking Settings
Go to the navigation bar and click Settings
.In the side panel, go to Dispatch Pro > Settings.
On the Dispatch Pro Settings screen that opens, click the Technician Ranking tab under Settings.
The Technician Ranking tab opens.
Tip: Read the details listed under each setting for helpful information, definitions, and recommendations.
Setting 5.1 - Choose how you want Dispatch Pro to weigh short-term and long-term performance
In setting 5.1, you can click an option within the slider to choose how heavily Dispatch Pro weighs short-term and long-term performance when ranking technicians:
Only Short Term: Dispatch Pro will only consider short-term performance when ranking technicians.
Mostly Short Term: Dispatch Pro will consider short-term performance at 75% and long-term performance at 25% when ranking technicians.
Balanced: This is the default option. Dispatch Pro will consider short-term performance at 50% and long-term performance at 50% when ranking technicians.
Mostly Long Term: Dispatch Pro will consider short-term performance at 25% and long-term performance at 75% when ranking technicians.
Only Long Term: Dispatch Pro will only consider long-term performance when ranking technicians.
If no further changes are needed, click Save.
Setting 5.2 - Choose how you want Dispatch Pro to weigh average ticket and conversion rate scores
In Settings 5.2, you can click an option to choose how Dispatch Pro calculates technician performance, based either on lead creation or lead sale completion. This determines when technicians receive credit for their leads.
Leads Created: Technicians earn credit as soon as they create a lead. This shortens the performance measurement cycle and rewards proactive lead generation.
Leads Sold: Technicians earn credit only after jobs generated from their leads are completed and payment is received. This extends the measurement cycle but ties credit directly to actual revenue.
If no further changes are needed, click Save.
Setting 5.3 - Select a technician minimum job count threshold
In setting 5.3, you can set the minimum number of jobs required for technicians to receive a specific ranking, instead of the job type default—controlled by setting 5.4. The default is five. You can change this to be anywhere between 3 and 10.
Note: If your shop is large and you have enough data per technician and per job type, we recommend choosing a higher number. If your shop is small or if you have many new job types, we recommend lowering this to five, or three when necessary.
If no further changes are needed, click Save.
Setting 5.4 - Rank technicians without enough data
By default, Dispatch Pro ranks technicians who don't have the minimum number of jobs—defined in setting 5.3—completed per job type at the 40th percentile for the job type. In setting 5.4 you can make this higher or lower, depending on how you want new technicians to be placed in the ranking.
Bottom: Dispatch Pro will rank technicians without enough data at zero.
Below Average: Dispatch Pro will rank technicians without enough data at the 40th percentile for the job type.
Average: Dispatch Pro will rank technicians without enough data above the 50th percentile for the job type.
If no further changes are needed, click Save.
Want to learn more?
Visit ServiceTitan Academy and enroll in Dispatch Pro: Detailed Setup