Recording Profiles and Scorecards in Field Pro V2

Overview

A recording profile decides which signals Field Pro evaluates on a recording, how they're scored, and how the recording summary is written. It also holds the settings for the Mid-Call Check-In and the mid-call manager summary. Every recording is scored against one recording profile.

Technicians don't pick a profile after the call. Field Pro applies it automatically. One default profile is the standard setup, and you can optionally assign others to teams or Job Types. You define your own scorecard categories.

Profiles and scorecards are built from signals. If you're new to signals, start with Signals in Field Pro v2: Types, Instructions, and Tuning.

Things to know

• Nobody picks a recording profile at the end of a call. Field Pro applies your default profile, or another profile you've optionally assigned to the technician's team or the job type.

• A profile evaluates more signals than it scores. Signals you only track, such as objections and Customer Difficulty Rating, are evaluated on every recording but don't appear on the scorecard. See Track signals without scoring them under Advanced.

• You define the scorecard categories and their weights.

• Scorecard changes apply to past recordings too. When you save a scorecard, Field Pro recalculates the scores of every recording on that profile. It uses the signal results those recordings already have and doesn't evaluate signals again. A signal you newly add to the profile isn't evaluated on past recordings, so it won't appear in their scores unless you re-analyze a recording from its recording page.

• Your account always has a Default Profile, which scores any recording that no team or job-type assignment covers.

Basics

Start here. This part covers what a recording profile is, how the scorecard works, and how to adjust your Default Profile.

What a recording profile does

A recording profile has two layers.

Tracking signals are everything the profile evaluates. Every signal attached to the profile is evaluated on every recording that profile covers. Objections usually live here. They're measured so you can filter, report, and trigger on them, not scored.

The scorecard is the subset that produces a number. It is built from tracking signals you have grouped into categories and weighted. A signal can be tracked without being scored. A signal cannot be scored without being tracked.

One tracked signal worth knowing is Customer Difficulty Rating. It rates how hard the Appointment was to win, from the customer's side, regardless of the outcome or the technician's skill. It's tracked on every recording and isn't scored. It is simply tracked now, but it may be used for insights reports down the road.

Both layers show on a recording. Scored signals appear on the Scorecard tab with their score and a short explanation. Tracked signals that aren't on the scorecard appear on the Signals tab.

Navigate to recording profiles

1. Go to Settings > Field Pro > Settings.

2. Select the Recording Profiles tab. 

The tab shows your Default Profile at the top, then every profile in your account with its description and number of signals.

Configure the scorecard

Create categories and group signals

You create and name the categories, with no required set or number. A category groups related signals you want to read as one number, so your categories can follow your own sales or service process.

A signal must belong to a category to be scored. Each category needs at least one signal, and a signal can belong to only one category. To add signals to a category, select Add Signals and choose from the profile's tracking signals. The default profile uses two categories: Process (25%) and Skills (75%).

Note: Custom Output signals can't go on a scorecard because they don't produce a score. Yes/No, Grade Scale and Metric signals can. For signal types, see Signals in Field Pro v2: Types, Instructions, and Tuning.

Weight each category

Every category carries a weight. Weights are percentages and must total 100. Individual signals inside a category are not weighted separately; they contribute equally to their category's score.

So weighting is about categories, not individual behaviors. If closing matters twice as much to you as process, that's a category weight. If one behavior matters more than another, the lever is which category it sits in.

The editor shows the running total and warns you until your category weights add up to 100%. If no signal in a category can be scored on a given recording, that category is left out and the others are re-weighted for that recording.

Make small edits to your Default Profile

Most accounts only need small changes to the Default Profile. Edit it from the Recording Profiles tab, then on the Signals / Scorecard tab add or remove tracking signals, or adjust categories and weights under Scorecard Signals, and select Save. Saving a scorecard change recalculates past scores, so read the Advanced section on editing a live scorecard first.

Advanced

The rest of this article covers optional setup and details. Most accounts don't need it to get started.

Assign recording profiles

You can assign recording profiles at four levels. Start with the simplest and add a layer only if you need it:

1. Your account's Default Profile. This is the standard setup, and most companies need only this.

2. A profile for a team.

3. A profile for a job type, across your whole account.

4. A profile for a job type on one team.

When more than one applies, the most specific match wins. An account-wide job type profile takes priority over a team profile. For each recording, Field Pro uses the first of these that's set:

1. A profile set for that job type on the technician's team.

2. A profile set for that job type across your account.

3. The team's default profile.

4. Your account's Default Profile.

Set a team's profiles (optional)

1. Go to Settings > Field Pro > Settings and select the Teams tab.

2. Edit the team.

3. Under Recording Profile Assignment, choose the team's Default Profile. It's used when no job type profile applies, either for this team or across your account. 

4. To use a different profile for some job types, select Add Assignments, choose the job types and the profile. 

5. Select Save.

Set your account's defaults

On the Recording Profiles tab, choose your account's Default Profile. To set a profile for a job type across all teams, select Change Default per Job Type. New accounts start with a profile called General as the default. You can't delete the profile that's currently the Default Profile; choose another one first.

If you assign profiles to teams, a technician's recordings use the profiles of the team they belong to. Make sure every technician is on a team. See Field Pro v2 Settings, Permissions, and Teams.

Score mixed work by job type

A technician who runs both sales and service calls doesn't need to be split across teams. If you want different scoring for each kind of job, assign a different profile to each job type, for the team or for your whole account, and Field Pro scores each job against the right profile.

Mid-Call Check-In on a profile

Your scorecard also shapes the Mid-Call Check-In. The check-in uses your scorecard, including its objection-handling guidance, so its advice reflects your sales process. Each profile has a Mid-Call Check-In tab where you turn the check-in on or off and adjust its prompts. New profiles have it on. For details, see Mid-Call Check-In with Ask Atlas in Field Pro v2.

Signals that only sometimes apply

Some behaviors only matter on some jobs. A signal with Treat Absence as "No Score" turned on is left out of the score when it doesn't apply to the call, instead of counting as 0. This is set on the signal, not the scorecard. See Signals in Field Pro v2: Types, Instructions, and Tuning.

Track signals without scoring them

A tracked signal is evaluated on every recording and shows on the recording's Signals tab, where you can see it and filter on it, but it doesn't affect anyone's score. Track a signal without scoring it when:

• The information is useful but isn't a technician skill, such as customer difficulty, objections the customer raised, needs the customer mentioned, the age or condition of equipment discussed, or competitor mentions.

• Scoring it would penalize technicians for things outside their control, such as a difficult customer or a customer who raises many objections.

• You want to watch it for a while, for example with Signal Watch, before you decide whether to score it.

Understand what changes when you edit a live scorecard

Scorecard changes apply to past recordings. When you save changes to categories, weights or which signals are scored, Field Pro recalculates the scores of every recording on that profile, using the results it already has. Dashboards, leaderboards and trends update right away.

• If you move a signal you were already tracking onto the scorecard, past recordings already have a result for it, so their scores change to include it.

• A signal that past recordings were never evaluated on is left out of their scores. It doesn't count as 0.

Signal changes work differently. Editing a signal's instructions or settings affects recordings processed afterward. Past recordings keep their results unless you re-analyze them. See Signals in Field Pro v2: Types, Instructions, and Tuning.

Changing which profile a team or job type uses affects new recordings only. Each recording keeps the profile it was given when it was initially evaluated (unless you manually re-analyze).

Caution: Tell your managers before you change a live scorecard. Trends can move for reasons that have nothing to do with performance.

Build a recording profile

1. On the Recording Profiles tab, select New Profile.

2. On the Details tab, enter a Profile Name and Description. Under Recording Summary Configuration, choose the signal that writes the recording summary. 

3. On the Signals / Scorecard tab, review the Tracking Signals. Signals tagged Default start out selected. Uncheck any you don't want, and use Add Signals to add more. 

4. Under Scorecard Signals, build your scorecard (see Configure the scorecard above).

5. On the Mid-Call Check-In tab, set the check-in options.

6. Select Save.

Note: Signals tagged Default start out selected when you create a profile. Out of the box, that's the objection signals, Customer Difficulty Rating and the recording summary. You can add or remove the Default tag on any signal, including system signals. Changing a tag affects only profiles you create afterward.

Change what the recording summary covers. The summary appears at the top of each recording and is also posted to the job's history in ServiceTitan. Its sections come from the instructions of a Custom Output signal. To change them, copy the system summary signal on the Signals tab, edit the copy's instructions, then select the copy under Recording Summary Configuration on the profile's Details tab.

Decide how many profiles you need

Profile count tracks distinct scoring models, not teams. If two groups should be held to the same standard, one profile serves both.

The default profile tracks about 60 signals and scores about 20 of them, so a large profile isn't a long scorecard. Most accounts run one to four profiles.

To make a second profile quickly, copy one you have. On the Recording Profiles tab, open the profile's menu and select Copy. You can choose whether to include the scorecard. Job type assignments aren't copied.

A common pattern is one scorecard per kind of call (e.g. sales and service).

Start low. Every profile is a scorecard someone has to maintain. Two well-maintained profiles beat six stale ones.

When to bring in your Pro Product Specialist

You can build and tune recording profiles yourself. Contact your Pro Product Specialist when:

• You are translating a formal sales process into categories and weights for the first time.

• Your scores do not match what your managers observe, and adjusting signals has not closed the gap.

• You are deciding whether two kinds of work need separate profiles or one shared profile.

• You are planning a change to a live scorecard and want to understand what it does to your history.

Bring specifics: the profile, the category, what you expected, what you got, and an example recording.

If you don't know who your Pro Product Specialist is, ask your Customer Success Manager.

Want to learn more?

• See Signals in Field Pro v2: Types, Instructions, and Tuning

• See Field Pro v2 Settings, Permissions, and Teamsd Teams]

• See Mid-Call Check-In with Ask Atlas in Field Pro v2