---
title: "Analyze CSR performance"
slug: "analyze-csr-performance"
updated: 2026-10-16T02:10:54Z
published: 2026-10-16T02:10:54Z
canonical: "help.servicetitan.com/analyze-csr-performance"
---

> ## 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.

# Analyze CSR performance

## Overview

With Voice Intelligence and Supervisor Insights, you can pinpoint specific calls that require your attention with real-time sentiment and transcription analysis of customer service representative (CSR) calls.

---

### 

#### Who uses this feature

- Administrators and managers
- Applies to all business types

#### Feature configuration

- To get started with Phones Pro, request a demo on our [Pro Products page](https://www.servicetitan.com/features/pro), or reach out to your Customer Success Manager (CSM) or Pro Account Manager.

## Things to know

- Voice Intelligence analyzes and transcribes phone calls in real time. Based on sentiment analysis, calls are labeled *Neutral*, *Positive*, *Negative*, or, if a call needs special care, *Attention*.

## Analyze sentiment analysis and transcription logs

With Phones Pro, you're empowered to track CSR performance as they work so that you can give them immediate follow-up and feedback. Listen to and view real-time transcripts of calls while CSRs are on the line with the customer:

1. From the Dialpad desktop, go to the Call Center.
2. Click **Active Calls**.
3. Calls show up with real-time sentiment analysis. Click **View Call** for a call marked as *Attention* or *Negative*. ![Call center interface showing active call details and real-time transcript of conversation.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/analyze-csr-performance-image-aee93rcq.png?sv=2026-02-06&spr=https&st=2026-10-27T06%3A52%3A38Z&se=2026-10-27T07%3A52%3A38Z&sr=c&sp=r&sig=OkkY1xJnjLn0IeFdSVKI%2BcQHZAKqkf6k%2F3TJ6%2FFPMYY%3D)

## Review post-call summary reports

After a call ends, view the post-call summary to analyze your CSR's performance on the call.

1. In Dialpad settings, click **Call History**.
2. Select an agent and click **View call summary**. ![Call history interface showing participants, date, time, and duration of calls.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/analyze-csr-performance-image-mom18on8.png?sv=2026-02-06&spr=https&st=2026-10-27T06%3A52%3A38Z&se=2026-10-27T07%3A52%3A38Z&sr=c&sp=r&sig=OkkY1xJnjLn0IeFdSVKI%2BcQHZAKqkf6k%2F3TJ6%2FFPMYY%3D)

In the window that opens, you can view call highlights, transcript, and much more.

![Transcript of a call between John Brown and Marina Skype with positive sentiment highlighted.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/analyze-csr-performance-image-qkrdk0u0.png?sv=2026-02-06&spr=https&st=2026-10-27T06%3A52%3A38Z&se=2026-10-27T07%3A52%3A38Z&sr=c&sp=r&sig=OkkY1xJnjLn0IeFdSVKI%2BcQHZAKqkf6k%2F3TJ6%2FFPMYY%3D)

## Want to learn more?

- See [Set up Phones Pro](/v1/docs/set-up-phones-pro)
- See [Phones Pro](/v1/docs/phones-pro-1)

ServiceTitan's integrated phone system that routes calls, records conversations, and connects call data to job and customer records.

**What it does:** Gives businesses a CSR productivity platform with call tracking, recording, and booking analytics built into the same system as their jobs.

**Also called:** ST Phones, Integrated phone system

**Tags:** Phones Pro

[See the full glossary →](https://help.servicetitan.com/docs/glossary-overview)