Overview
Use Insights in Field Pro to understand technician and team performance, coach with evidence, and spot meaningful trends. The summary screen highlights key KPIs, such as weekly revenue, conversion rates, and average ticket percentage, so you can quickly assess overall progress.
You also see a breakdown of performance drivers, including wins, opportunities, coaching tips, and top performers, helping you save time and lead focused team discussions.
Who uses this feature
Administrators, business owners, and sales managers
Primarily for Residential Service and Replacement business types
Feature configuration
To get started with Field Pro, request a demo on our Pro Products page, or reach out to your Customer Success Manager (CSM) or Pro Account Manager (PAM).
If you're an existing Sales Pro customer and want to migrate to Field Pro, please fill out this form.
Insights overview
The Insights screen provides visibility into your technicians' sales performance and helps you coach effectively. To access Insights:
Go to the navigation bar and click Field Pro > Insights.
Tip: Use filters for date range, technicians, sales managers, and teams to focus on the exact group or time period you want to analyze.
Choose the tab that matches the insights you want to explore:
Summary: View a weekly snapshot of key performance metrics such as conversion rate, revenue, average ticket, and the main drivers of wins and losses. Quickly spot what's improving, where attention is needed, and which recordings to review first.
Objections: See the rejection rates for all conversations, with highlighted reasons such as Getting other quotes or Options were too expensive.
Process Adherence: Understand how closely technicians are following your established sales processes.
Listening Usage: See who listened to technician recordings and provided feedback or comments.
Recording Usage: Identify which technicians use Field Pro to record their conversations during jobs.
Speech Analytics: Dive deeper into conversation data to identify trends in spoken words and phrases, uncovering patterns that impact performance.
Tip: You can export charts and tables for further analysis or reporting. Click Export to export the KPI data.
Summary
Get a clear weekly view of technician performance trends and the behaviors driving results. The Summary screen shows how performance is trending over the past four weeks. Each week, it highlights the top two or three behaviors, showing what's working, what needs attention, and offering real examples and coaching tips to help you improve.
Use the Date filter to choose a week, and the Team filter to focus the summary on one team.
On the Weekly Insights Summary screen that opens, you can review:
Key performance Drivers:
See two to three of the most important behaviors from the past week that drove results, both wins and opportunities for improvement.
Each driver includes real examples from the field that you can play back to reinforce good habits or coach areas that need improvement.
Field Rep Performance:
Top Closers: See which technicians converted the most jobs and review their strengths and recommended feedback.
Missed Opportunities: Identify up to three reps who missed closing potential jobs, along with the reasons why and tailored coaching tips.
Manager Engagement:
Track how many recordings were listened to, comments left, and overall manager participation in coaching activities.
Tip: Use the Summary screen as part of your weekly team meetings. Celebrate top performers, play examples of effective calls, and review improvement opportunities together so everyone learns from real situations.
Objections
Identify the most common objections in the sales process.
View the objections' Key Performance Indicators (KPIs):
Total Objections: The total number of objections recorded.
Total Recordings: The total number of recordings from all Field Pro jobs within the selected date range.
List of Objections: A list of objections and the percentage of recordings that include each one.
All Recordings: A list of all recordings that include an objection.
Objections by Technician: A breakdown of objections for each technician.
Process Adherence
Evaluate how effectively technicians are following the sales process.
KPIs:
Total Bookmarks: The total number of bookmarks in all Field Pro recordings within the selected time period.
Total Recordings: The total number of recordings from all Field Pro jobs in the selected time period.
Adherence Data:
Process Adherence table: Shows bookmarks and the percentage of recordings that include each bookmark. You can click on a bookmark to view a side panel with more information, including a description and a chart of recordings by technician.
Listening Usage
Track who is listening to technician recordings.
KPIs:
Total Listens: The total number of recordings listened to.
Total Users Listening: The total number of unique users who have listened to recordings.
Total Team Listening: The total number of teams that have listened to recordings.
Listening Data:
Recording Listens Per User: A table showing each technician's number of recordings listened to and their listen rate.
Recording Listens Per Team: A table showing listening data for each team.
Recording Usage
See which technicians are using Field Pro to record conversations.
KPIs:
Total Recordings: The total number of recordings made.
Technicians that Recorded: The total number of technicians who recorded a job.
Recordings per Technician: The average number of recordings for each technician.
Recording Data:
Recordings by User: A chart showing recording data for each user.
Recordings by Team: A chart showing recording data for each team.
Speech Analytics
Analyze spoken metrics from recorded conversations.
By Team (Average) Chart: Displays average speech analytics metrics for each team.
By Technician (Average) Table: Shows average speech analytics metrics for individual technicians.
Want to learn more?
See Field Pro