Question about the CSR and Agent Scorecards

[barbaral]

If calls are classified correctly, according to the parameters that are set up in our ST, is there any reason to not have confidence in the Booking Rate?   I classify my own calls, and they are double checked on a weekly basis.  (Indeed, I am paid weekly, and a portion of my pay directly correlates to that Booking Rate)

If my overall Booking Rate is a particular number/percentage, would there be any reason to think Service Titan does not calculate it accurately?

[JessicaSmith · Accepted solution]

I make sure to classify ABANDONED LEADS to a fake user I named ABANDONED if they weren't really leads (like if we talked to the customer after the missed call), otherwise it drags the company wide booking rate down. I wish you could classify an abandoned as NOT A LEAD without having to create a fake user, but alas, you cannot.

[christiew821]

We recently updated our dispositions. There are still a few more I'd like to add, but this is what we have so far: 

[barbaral]

Okay, thank you!

[Sheena_Palacios]

 Hi @barbaral - should not be an issue as long as you understand the metrics and how it's derived. The calculation differs from an inbound call versus a manual call for booking. If booked from inbound, the date filters apply to the "call date." If booked from a manual call, the date filters apply to the "job creation" date. Here's more info on understanding dashboard CSR metrics that you may find useful.

- Sheena @ NiFT