Overview
The CSR Metrics section of the Modular Dashboard reports on key performance indicators (KPIs) for your call center team. Charts offer visual measures of team performance or you can click into Agent Scorecards to view call metrics for individual employees.
Who uses this feature
Administrators and managers
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 job booking KPIs. Call and lead KPIs are unaffected.
Click Information
for detailed descriptions of the reported KPIs.
To drill deeper into the metrics displayed on the CSR dashboard, create a report using the Office Performace Template.
Agent Scorecards
The Agent Scorecards tab of the CSR Metrics section displays a table of office employees who answered incoming calls for the reporting date range.
Agent KPIs
Each table entry represents an office employee and includes the following KPIs:
Calls: Number of inbound calls
Note: If the green call bubble is not clicked, the call is considered Abandoned.Leads: Number of inbound calls considered leads. A lead call lasts at least 60 seconds where the call type is not excused.
Booked: Number of jobs that were successfully booked from inbound calls, whether handled by a live agent or a third-party agent.
Percent Booked: Percent of lead calls booked into jobs
Booked from Total: Percent of booked jobs that were booked by the employee
Excused Calls: Number of calls tied to an existing job or assigned the call reason This was not a service request. Excuse it.
Average Inbound Call Time: Average duration of inbound calls
Individual scorecards
Click an employee in the table to open their individual scorecard in a new browser tab.
The scorecard includes call-related KPIs and a table with call and job details.
Click on a KPI to refresh the table for that KPI. You can also click:
Review: Calls excused by the employee that have not yet been reviewed by a manager
Manual: Jobs booked by the employee without an incoming phone call
You can interact with items in the table:
If a job was booked, click View Job to open the job record.
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.
Charts
Click the Chart tab to view bar graphs comparing CSR KPIs. Each bar represents an office employee.
Click the tabs to chart different KPIs:
Booking Rate
Booked Calls
Average Call Time
Total Call Time
Tip: Hover over a bar to view KPI details.
FAQ
Why would a manual call not appear in the Agent Scorecards?
The Agent Scorecards in the Dashboard only include incoming calls and manual jobs. Agent Scorecards don't include outbound calls, so if a manual job is booked by an outbound call, it should not appear on the Agent Scorecard. To check if a call is a manual call, go to Settings > Job History > Calls.
What's the best way to report on manual calls?
You can't report on manual calls in a single report. However, you can try the following options:
If all of your tracking numbers have a campaign, you can filter a Jobs dataset report so that the Call Campaign is null, and find all jobs without a call.
Add a tag or custom field and report on the tag or field by using the Jobs dataset.
Does marketing reporting include manual calls?
No, manual calls aren't included in marketing analytics. New customers Key Performance Indicator (KPI) in Analytics' Performance Totals is taken from the Campaign Summary report's Unique Calls from New Customers KPI. That KPI only counts actual calls to tracking numbers, not manual calls.
How do I reclassify an outbound call?
There are several ways to reclassify an outbound call:
Identify the job that is missing from the Agent Scorecard, identify the call marked as booked on the job, and detach that call from the job. This marks the job as Manual Job and it appears under the Manual KPI of the Agent Scorecard. Then, to reclassify the call as unbooked, search for the call, reclassify the call as related to an existing job, and relate the call to the manual job.
Note: When you reclassify the call, you can mark the call with the A job was booked for this call option.
Use an Office Performance Report. The report includes a KPI called Total Jobs Booked by Employee and Outbound Calls Booked which can be used to help identify if the Agent Scorecard is accurate.
How do I get a report of a history of recorded calls?
Individual call metrics per employee can be located from the Modular Dashboard in the Agent Scorecard section. Reports for cumulative call history can be generated in a few ways:
Use the Search feature in ServiceTitan
Go to the navigation bar and click Search.
Select Call from the filter drop-down.
Enter additional information in the filters and click Search.
Once findings are generated, click the arrow next to Search and Export to Excel or Export to CSV as needed.
Create a custom report
Navigate to the Reports tab and click Create Report.
Select Calls for the report type and report template.
Choose the Columns to be displayed in the report and click Next.
Name the report, specify the category, then click Save.
Once finished, click Export and download the report as an Excel or PDF file.
How do I track and return missed calls that went to voicemail?
Missed calls show up and are classified in ServiceTitan as Abandoned. You can locate these calls on the Dashboard in the Agent Scorecard section. Click Abandoned.
A manager should regularly click each abandoned call to classify it properly. If it was a missed call, you can call the number back directly from your handset. If it turns out to be a job booking, click Manual Call from the Calls screen to start booking it. If you want someone else to follow up on it (and you have the Leads feature enabled), you can create a new lead.
Want to learn more?
Visit ServiceTitan Academy to enroll in Modular Dashboard