Use Enterprise Coach

Enterprise Coach aggregates supported call, agent, and rubric reporting across the teams in an enterprise. It also provides team-aware settings pages for rubrics, tags, agent groups, and alerts.

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Review the enterprise Overview

Open the enterprise workspace, then select Coach → Overview. Use the team selector inside Filters to report on:

• All eligible teams
• One team
• A selected subset of teams

The team selection is included in the active filter count and appears as a removable filter pill when it narrows the enterprise. The Overview can include:

• Total Calls
• Leads
• Booked Calls
• Booking Rate
• Average Score
• Average CSAT and Average FCR when survey data exists
• Initial Booking Rate and Post Booking Rate
• Call-performance trends
• Top unbooked reasons
• Top failed rubric items
• Supported breakdowns

Other Coach filters can be applied together with the team selection. Use Clear all to restore the default filter state and all eligible teams. When ServiceTitan memo reporting is enabled for the enterprise, Filters → ServiceTitan Call Memo can limit the current population to calls with or without a mirrored memo. The same rollout adds the memo column and read-only memo card when you open a call. It can be enabled independently from the team-level Coach experience.

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Group Team Performance by service type

When service-type reporting is enabled for the enterprise, use Group by → Service Types above Team Performance to replace the team rows with service-type rows for the current date range and filters. Each row can show:

• Total Calls
• Leads
• Booked
• Booking Rate, calculated as booked calls divided by leads
• Transferred
• External Transfer Rate, calculated as calls transferred to your team divided by total calls
• Recovered

Calls without a persisted service-type classification appear in Unclassified. Keep that row in the total when reconciling the table; a large Unclassified population means the service-type rows are not a complete view of the enterprise’s classified work. Use Group by → Teams when you need location-level accountability. Service-type grouping answers which kinds of work drive the outcome, while team grouping answers where the outcome occurred.

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Group Unbooked Reasons by service type

When the same service-type experience is enabled, the Unbooked Reasons table has its own Group by control. Choose Service Types to replace the team rows with service-type rows for the current date range and filters. Each row shows total unbooked calls and, for Call Back Later, Price Concern, Time Concern, Reject Agent, and Other Unbooked:

• The number and percentage of unbooked calls
• The number later recovered

The footer keeps the enterprise total and the recovery booking-rate impact for each reason group. Calls without a usable classification appear under Unclassified; include that row when reconciling the table. The Group by controls for Team Performance and Unbooked Reasons are independent. Set each table to the view needed for the question you are answering.

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Analyze enterprise agent performance

Open Agent Performance to compare CSRs across the enterprise. Agents are grouped by name across teams. The page can include:

• Enterprise performance cards and previous-period trends
• Agent groups as a filter or expandable group rows
• Direction and rubric filters
• Rubric-category score columns
• An XLSX export of the current agent rows

Select an agent to open:

• Their enterprise-wide performance cards
• Full metric trends
• Coaching Insights aggregated across teams
• Calls handled by that agent name
• Agent-level Rubric Performance

When you open a call from the enterprise view, the review uses the call’s owning team so supported edits and ServiceTitan links resolve in the correct context.

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Review enterprise Rubric Performance

Open the full rubric view from Top Failed Rubric Items or an agent’s Coaching Insights. You can:

• Filter the analysis to selected teams
• Filter calls by direction and other supported Coach fields
• Review success rate and prior-period change by category and criterion
• Expand a criterion for Coach Suggestions, recent calls, and its trend
• Open every call where the criterion was missed

Enterprise rubric options are deduplicated for analysis when rubrics share a title and direction across teams. Maintain equivalent rubric definitions if you expect their scores to be compared as one enterprise concept.

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Configure settings by source team

Enterprise Coach Settings includes:

• Rubrics
• Tags
• Agent Groups
• Alerts & Reporting

Each page uses a selected source team. Edit that team’s configuration first, save it, and then use the available copy control when you intend to distribute it. Copy operations use the saved configuration. If the page has unsaved edits, save them before copying or explicitly choose the offered save-and-copy flow.

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Copy rubrics

You can copy one saved rubric or all saved rubrics from the source team to selected target teams. Copying replaces the applicable rubric configuration on the targets. Before confirming:

1. Verify the source team.
2. Confirm whether you are copying one rubric or the full set.
3. Review every selected target team.
4. Confirm that the direction and selection criteria apply to those teams.

A copied rubric is not automatically appropriate merely because the teams belong to the same enterprise.

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Copy tags

You can copy one saved tag group or all saved tag groups. Existing target tag groups with matching normalized names are replaced rather than duplicated. Agent restrictions are resolved against each target team’s agent directory, and unmatched agent names are reported. Review the warning for each target:

• ServiceTitan tag mappings may differ by team.
• An agent restriction can be dropped when the agent cannot be matched.
• Copying all groups can replace existing target tag configuration.

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Copy agent groups

Agent-group members are matched by agent name. Groups with the same name are updated in place. You can optionally delete non-matching groups so each target mirrors the source more closely. Use the delete-non-matching option carefully. Recovery-related groups are not part of the copy operation, but other target-specific groups can be permanently removed. The target team’s available agents determine the final membership. Unmatched names are skipped and reported.

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Copy Alerts & Reporting

Enterprise copy distributes the saved structure of:

• Alert on/off state
• Event routing
• Daily-report mode
• Delivery time
• Included directions
• Summary and deep-dive sections

Each target team keeps its own recipients, channels, and destinations. This prevents a source team’s email addresses, Slack channel, or Teams webhook from being copied into another brand. After copying, open at least one target team and verify its recipients and destinations before assuming the alerts or report will deliver.

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Safe enterprise rollout checklist

• Use a representative source team.
• Save and test the source configuration first.
• Copy to a small target set before selecting every team.
• Review unmatched agents or tags reported by the copy flow.
• Preserve team-specific recipients and destinations.
• Open a recent call in a target team to validate classification and rubric selection.
• Compare enterprise metrics only after the target teams have accumulated calls under the new configuration.