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Vulcan Score

CSR / Dispatch intelligence in Vulcan Score

Use CSR / Dispatch Department View for call-to-booking intelligence, call funnels, agent scorecards, source performance, and abandoned-call coaching.

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What CSR / Dispatch shows

CSR / Dispatch is the call-to-booking intelligence view. When normalized call facts are available, it stops showing service revenue cards and focuses on calls, leads, bookings, abandoned calls, source performance, campaign performance, agent scorecards, and call attribution quality.

Hero KPIs

KPIMeaningCoaching use
Booking rateBooked calls divided by trackable inbound opportunities.Coach call handling, urgency, script, objection handling, and source quality.
Calls handledCall volume handled by the team or agent.Balance volume, conversion, and staffing.
Abandoned / missed callsCalls that did not become handled booking opportunities.Fix routing, staffing, callbacks, and missed opportunity workflows.
Average inbound durationAverage call length for inbound calls.Find calls that are too short to qualify or too long without booking.
Source booking rateBooking performance by campaign, source, or call campaign.Compare Google, paid ads, repeat customers, business cards, and other sources.

Panels

  • Call funnel: Calls to leads to booked to not booked or abandoned.
  • Agent scorecards: CSR-level performance when attribution is available.
  • Source breakdown: campaign or source performance.
  • Abandoned/unbooked queue: calls that need follow-up or setup cleanup.
  • Vulcan Intelligence brief: manager-friendly coaching based on the call evidence.

Unavailable state

CSR / Dispatch should not fake call KPIs from job revenue. If call facts are unavailable, Vulcan Score shows a setup state instead. For ServiceTitan, call capability may depend on tenant access and scopes. For Housecall Pro, CSR call facts may require CallSpark or another approved call source.

What Coach may say

  • Google Business Profile produced leads but no booked calls.
  • Many calls are attributed to Abandoned, so individual CSR coaching is low-confidence.
  • Business Card calls are short and low-booking, so review whether they are repeat, non-bookable, or misrouted calls.

Before coaching individual CSRs

  1. Confirm calls map to named agents.
  2. Confirm booking outcomes are present.
  3. Confirm abandoned, excused, and missed calls are classified correctly.
  4. Confirm call source or campaign is meaningful.
  5. Use team coaching until individual attribution is trusted.