Call Analysis

Every inbound call to your shop is money on the line, and most of them you never hear. Call Analysis reads the recordings you're already making, tells you which callers wanted work done, and shows you the ones who wanted it and didn't get booked.

You'll find it under Call Analysis. It reads the calls that come in through your ServiceTitan connection, plus RingCentral, GoTo Connect or Dialpad if your phones run on one of those.

The four tabs

• Overview — your call volume, your booking rate, and a flow chart of where calls ended up.

• Needs attention — the short list worth acting on today.

• Team — the same numbers broken out by CSR.

• Evaluations — where you write the questions everything above is answering. See Call Evaluations.

A Date range picker sits at the top — Last 7 days, Last 14 days, Last 30 days or Last 90 days. It drives every number on the page.

The Overview tab

The page opens on Your calls, at a glance — "Review the calls that need attention, then explore what is driving performance." That's the order it's built in: the short list first, the analysis underneath.

Three cards across the top:

• Inbound calls — how many came in over the range you picked.

• Lead booking rate — "Bookable calls marked Booked in ServiceTitan". Of the people who wanted work done, how many ended up on the board.

• Non-lead handled rate — "Relevant no-booking-intent calls whose request was handled". The billing questions and the "is my tech still coming" calls — did the caller get an answer.

Each card compares against the previous period and reads "↑ 4 vs previous period" — the number is the change, the arrow its direction. When there isn't enough history you'll see "No comparable previous-period data".

Under the cards sits a short Needs attention list — the first five calls where someone wanted work done and no booking followed. Open review queue takes you to the full list on the Needs attention tab. Below that, your evaluations' results for the period.

Two definitions are worth knowing, because they're not what you'd guess:

• "Bookable" is about what the caller wanted, not what you could do. "'Bookable' means the caller expressed interest in getting new or additional work done. It includes both callers ready to schedule and those still asking about pricing or options. It doesn't mean the business can take the job—for example, the caller may be outside its service area."

• "Booked" comes from ServiceTitan, not from us. "Bookable calls that ServiceTitan classifies as Booked. This is a ServiceTitan classification, not an UpSmith evaluation." If your CSRs don't label calls consistently in ServiceTitan, this number inherits that. A call your CSR booked but never marked Booked counts as a miss.

The call outcome flow

Open Explore the call outcome flow at the bottom of the Overview for a band chart of where every call ended up — "Band width represents call volume. Each node shows its share of the preceding stage. Click a segment to see the matching calls below." Clicking a band loads the actual calls underneath it, which is the fastest way to go from "that number looks wrong" to "here are the eleven calls behind it."

A control above the chart switches between two ways of cutting the same calls:

• AI classification — what our evaluations heard. "High and low booking intent are grouped together, then split by ServiceTitan booking outcome. Calls with no booking intent split by AI handling. Missing and unclear evaluations stay separate." This is the default.

• ServiceTitan classification — what your office recorded. "All inbound calls grouped by their saved ServiceTitan classification, including calls without AI evaluations. Missing ServiceTitan outcomes stay separate."

Flipping between the two is the quickest read on whether your labelling and the recordings agree. Switching views clears whatever you had selected.

On the AI view, the Not evaluated band splits further when we know why — No recording, Not transcribed, Not evaluated and Evaluation pending each get their own node, and clicking one shows you just those calls. If that band is wide, start there before you read anything else on the page.

Needs attention

Two sub-tabs, and this is the part that earns the page back.

Booking opportunities — "Review calls that may need a follow-up". The heading on the panel reads Potential booking opportunities, and underneath: "Callers showed booking interest but weren't marked Booked in ServiceTitan. High intent calls appear first, followed by low intent calls."

Open How opportunities are identified for the full rules. The ones that matter day to day:

• Customers who booked later are already filtered out. "Calls with a later ServiceTitan job for the same customer are excluded; calls without a customer link remain visible."

• Your own staff calling in are filtered out. "Known internal staff calls are excluded."

• This is not a scorecard. UpSmith says so plainly: "Some callers may be ineligible for service; these signals do not establish a missed booking or a CSR error." Treat it as a call-back list, not a stick.

The table shows Time, Direction, Customer, Duration, ServiceTitan classification and Booking intent, with a Call column at the end that opens the call itself. Filter by ServiceTitan classification or by CSR. A dash under Customer means we couldn't match the caller to a customer record.

ServiceTitan corrections — "Review suggested changes to call classifications and reasons." Where an evaluation disagrees with how a call got labelled in ServiceTitan, the correction lands here for you to approve. Each card is headed ServiceTitan call # with the number, shows the change as old classification · old reason → new classification · new reason, and carries a status: Awaiting approval, Queued, Verification pending, Verified, Blocked, Execution failed and a few others.

• You can approve several at once. Tick the rows and click Approve selected with the count on it. You'll be asked to confirm — "Apply {n} corrections to ServiceTitan?", with your count in place of {n} — before anything is written.

• Approving queues the write, it doesn't finish it. "Approval saved and queued. Completion will appear after verification." If the queue fails you'll get "Approval saved, but execution could not be queued. Use Retry execution."

• You can listen before you decide. Review correction opens the call's evidence, and Load recording plays it.

• Use the View filter to see history. It defaults to Awaiting review; switch it to All corrections to see what's already been actioned.

What generates these is set up on the Evaluations tab — see Call Evaluations, which also covers the rule that calls already attached to a job are left alone.

Opening a call

Click the chip in the Call column on any list and the call opens in a panel down the right-hand side. You get, in order:

• A summary of what happened, then the call's ServiceTitan classification and reason as chips.

• Your evaluations' answers for this call, under Evaluations, with a count of how many of them covered it.

• The recording. Play, pause, scrub, change the speed. No need to go to ServiceTitan for it.

• The transcript, with the number of turns and the length at the top. Click any line and the recording jumps to that moment — the line playing is highlighted as it goes. There's a search box, and it opens showing the first six turns with Show all to see the rest.

• Open conversation ↗ in the header, which takes you to that customer's conversation thread in a new tab.

Two things worth knowing: speakers are labelled Speaker 1, Speaker 2 and so on rather than by name, and not every call has a customer conversation to open — if the caller has never dealt with an UpSmith agent, there's nothing on the other end of that link.

The Team tab

The same calls, attributed per person. The heading reads CSR performance — "Choose the metrics that matter, then open a person to compare against the team or another CSR."

CSR and Inbound calls are always shown. Everything else you pick yourself: click Metrics with the count on it, and the Table metrics dialog lets you add Booking rate, Handling rate, and a column per ServiceTitan label — Booked, Unbooked, Excused, Not Lead, Abandoned, Other and Missing classification. Use defaults puts it back to Booking rate and Handling rate.

Click a name to open their profile, where you can compare them against the team average or one teammate, and filter their calls to Booked, Unbooked, Excused and the rest.

Read this tab carefully before you take it anywhere near a review:

• Attribution is ServiceTitan's, not ours. "Attribution follows the CSR assigned in ServiceTitan. A dash means there are no eligible calls or the metric is unavailable. Unassigned calls are excluded from team comparisons." A CSR who doesn't get assigned in ServiceTitan simply won't appear here.

• Look at the call count before the rate. Three calls at 100% tells you nothing. The product says so itself on a CSR's profile: "Differences are percentage points, not a performance grade. Small samples and call mix affect comparisons. List column preferences do not hide profile metrics." A week is rarely enough calls to mean anything.

• Listen before you conclude. Every call on a CSR's profile opens with its recording and transcript. A rate is a reason to go and listen, not a finding on its own.

Troubleshooting

Your booking rate looks far too low. Check the Missing classification column on the Team tab first. Booking rate is bookable calls marked Booked in ServiceTitan — if a chunk of calls never got labelled, they count against you.

A call shows "Not evaluated". There's a transcript but no result. "A transcript is available, but no Booking Intent result is reported and no evaluation is pending. An account admin can review the Booking Intent evaluation and its Backfill options." Usually it means the evaluation wasn't running yet when the call came in — you can run it over past calls from the Evaluations tab.

A call shows "Evaluation pending". "The Booking Intent evaluation is queued or its result is waiting to appear in reporting. Check again later." Nothing to do.

A call shows "No recording" or "Not transcribed". Nothing was captured, or it was captured and couldn't be read. UpSmith's own advice on the row: "No saved recording or transcript is available. Ask your UpSmith team to check whether the recording can be recovered." Email support@upsmith.com.

There's no conversation to open from a call. Nothing is broken. You'll see either "No customer conversation is linked to this call." or "This ServiceTitan customer has no interactions with UpSmith agents on record, so there is no linked customer conversation to open in UpSmith." — the caller simply hasn't dealt with an UpSmith agent yet.

The transcript is there but the recording won't play. Close the panel and open the call again — the playback link is minted when you open it and refreshes itself while you listen. If it still won't play, email support@upsmith.com.

The page says "Call Analysis is not enabled for this organization." It hasn't been switched on for you yet. Email support@upsmith.com.

Common questions

Does this cover calls my AI agent handled, or only my people? Both, and you can tell them apart — an evaluation can be scoped to UpSmith Voice Agent or Someone else. The AI Voice Agent sub-tab under Evaluations is specifically for checking what your voice agent says.

Does it look at outbound calls too? Only where an evaluation's scope includes them. The Overview and Booking opportunities are built on inbound calls.

How far back does it go? When your account is first connected, we pull in the last seven days of calls so there's something to look at on day one. From then on, as far back as recordings have been reaching UpSmith and an evaluation has been running. Running an evaluation over older calls is capped at the last 14 days — see Call Evaluations.

Can I listen to the calls myself? Yes. Every call on these lists opens with its recording and a searchable transcript — click a line in the transcript and the audio jumps there.

Can I export this? Not from this page. Ask Jenny can query the same underlying call data — see Exporting Your Data from Ask Jenny.

Who can see it? Admins. If you can't see the page and your teammate can, that's the difference.

Where to go next

• Call Evaluations — writing the questions this page answers

• What to Ask Jenny — asking the same questions in plain English

• RingCentral, GoTo Connect and Dialpad — getting calls in from phone systems other than ServiceTitan