Open Products → Coach → Recovery to track missed booking opportunities. Recovery appears only for teams with the required call data and for roles allowed to view it.
Recovery has two route-backed tabs: Recovery Analytics and Recovery Items. The date range applies to both.
Read Recovery Analytics
The summary cards show:
- To Recover: total missed opportunities minus recovered opportunities
- Recovered: recovered opportunities out of total missed
- Recovery Rate: the recovered share of missed opportunities
- Attempt Rate: opportunities with at least one attempt
- Avg First Contact: average time from the missed call to the first outbound attempt
Objections Breakdown groups opportunities by the recorded objection. Use it to identify why customers did not book, then review the individual queue items before changing scripts or policy.
Work the Recovery Queue
The queue includes priority, customer, issue, objection, age, attempt count, call agent, task assignee, task status, and recovered revenue when available.
- Select the expand control to see earlier missed calls for the same opportunity.
- Hover or open the call-summary control for additional context.
- Use Unassigned Agent, Unassigned Team, and Show Recovered to focus the queue.
- A recovered value is tied to the recovered job data available to Avoca; it is not calculated from task notes alone.
Review the customer and issue before creating work. Repeated missed calls can be displayed under one current opportunity, so creating one task per visible call can produce duplicates.
Create an internal recovery task
Choose the plus button on an opportunity that does not already have a task.
- Confirm or edit the task title.
- Add a description with the expected follow-up.
- Set Urgent, High, Medium, or Low priority.
- Add the relevant tags.
- Set a due date.
- Choose Create Task.
Creating a recovery task records internal work. It does not call or message the customer automatically. Use your team’s approved outbound workflow to make contact, then update the task with the result.
Manage Recovery Items
Open Recovery Items to see task counts and the paginated task list. Filter by any combination of:
- In Progress, Need To Follow Up, Completed, Booked, or Lost
- Assignee, including Assigned to me and unassigned
- Assigned team, when team assignment is available
- Date range
Select a task row to edit its title, description, status, priority, due date, assignee, and supported team assignment. The task can also link to the Coach call and the ServiceTitan customer when those records are available.
For a terminal status, add outcome notes:
- Booked: the recovery was successful.
- Lost: the recovery was unsuccessful; select the most accurate lost reason.
- Completed: the work is closed without marking it Booked or Lost.
Use Need To Follow Up when another contact is required instead of closing the task prematurely.
Protect reporting quality
- Do not mark a task Booked until the recovery outcome is verified.
- Use Lost only after the team’s follow-up policy has been completed.
- Keep outcome notes factual and avoid unnecessary sensitive customer data.
- Update assignment and due date rather than creating a duplicate task.
- Compare metrics with the same date range; recovery and attempt rates can change as follow-up work progresses.
Deleting a recovery task cannot be undone and removes its work record. If the task is merely no longer urgent or needs a different owner, change its priority, assignment, due date, or status instead.
