Dashboard call metrics

Overview

The Call Metrics section of the Modular Dashboard displays your call booking rate and lets you review calls dated within the dashboard reporting range.

Things to know

• By default, the Modular Dashboard shows metrics for the current day and all business units (BUs). You can filter the dashboard for specific date ranges.

• BU filters apply to booked jobs. Calls and leads are unaffected.

Inbound Call Booking Rate

The Call Metrics section displays a chart of your inbound call booking rate, filtered by call date. Inbound call booking rate is the percent of call leads that are booked into jobs. A call lead is an incoming call that lasts at least 60 seconds or is marked Is Lead.        

The total numbers of call leads and jobs booked from leads displays below the chart.

Unbooked and Abandoned Calls

The Call Metrics section also displays a chronological table of all incoming unbooked and abandoned calls within the reporting date range.

Each call includes the following details:

• Call length

• Timestamp

• Caller phone number

• Number dialed

• Office employee who answered the call

Call playback

Click a call to listen to a recording of it in the Call Playback pop-up.

Here, you can perform additional actions:

• Click Download to download an MP3 copy of the call.

• Click the customer name to open their customer record.

• Click the Tags field to attach tags to the call. Click the Disk icon to save your changes.

  Tip: You can tag noteworthy calls for training and coaching purposes. Later, you can search for calls by tag.

• Click Correct to confirm that the call was correctly classified by ServiceTitan. To reclassify the call, click I’d like to reclassify the call. For more, see Reclassify and edit calls.

Want to learn more?

• Visit ServiceTitan Academy to enroll in Modular Dashboard

• See Create custom reports