Rolling last 90 days. An opportunity is a call that booked a job or created a CRM lead, or a web booking. Booking rate = booked ÷ opportunities. Replacement-opportunity tagging fires when a booked job carries a ServiceTitan opportunity tag or the customer’s equipment exceeds the age rule (Plumbing 6 yrs, HVAC 12 yrs, Electrical 20 yrs). Drains home-age rule pending a data source.
Booking Rate
Call-Taker Recap
Tag Accuracy
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Booking rate by lead source
Phone = inbound calls (opportunity = booked a job or logged a lead). Web Booking = online booking requests by source (booked = converted).
Bookable vs. all other calls
Average talk time and volume. Bookable (opportunity) calls typically run longer than routine calls.
Call-taker recap — CSR & Dispatcher only
Booking performance and talk time per call taker. Roles limited to CSR and Dispatcher. Click a column to sort.
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Tag buckets by trade & business unit
Every booked job falls into Recall, Service Call, or Replacement Opportunity. Click a row to see the replacement-opportunity jobs behind it.