The 5‑Line Phone → Cash Scoreboard (ST / Jobber / HCP variants)

• Week of: [YYYY‑MM‑DD]
• Trade: [HVAC | Plumbing | Electrical | Other]
• Season: [Peak | Shoulder | Off‑peak]
• Team on duty (Fri): [# CSRs] | Techs scheduled (next week): [#] | Hours open: [HH:MM–HH:MM]
• Owner/GM reviewer: [NAME] | Next Tuesday huddle: [YYYY‑MM‑DD @ TIME]

Scoreboard lines to fill (write values and circle green/yellow/red):

1. Missed‑call rate: [VALUE %] Target: [TARGET %]
2. % first responses <15 min (all leads): [VALUE %] Target: [TARGET %]
3. Estimate close rate: [VALUE %] Target: [TARGET %]
4. Schedule utilization (next 7 days): [VALUE %] Target: [TARGET %]
5. Days‑to‑Cash (or % collected ≤7 days): [VALUE DAYS or %] Target: [TARGET]

Denominator decisions (set once; keep consistent):

• Count calls under [X] seconds? [YES/NO]. If no, exclude “short abandons.”
• For close rate, include [WON+LOST] only? Or platform’s [WON/(WON+LOST+OPEN)]? Circle one and stick with it.
• Utilization denominator = [CONFIGURED CAPACITY HRS | STAFFED/PLANNED HRS FROM TIMESHEETS]. PTO included? [YES/NO].
• Days‑to‑Cash measured as [MEDIAN DAYS FROM INVOICE TO PAYMENT] or [% PAID ≤7 DAYS]. Circle one.

Tuesday huddle rule: Pick one red or slipping line. Assign one behavior change this week. Review in 7 days.

Run these five pulls each Friday between [TIME WINDOW]. Write the result on the line above. Definitions, exact in‑app paths, fields, pitfalls, and a one‑line coaching prompt are below.

1) Missed‑call rate — [VALUE %]

• Definition: Percent of inbound calls that were not answered live.
• Formula: missed / total inbound for [DATE RANGE].
• In‑app path: Phones Pro (or Contact Center Pro) › Abandoned Calls.
• Quick pull: Filter to [THIS WEEK or CUSTOM RANGE]; note “Total Calls” and “Abandoned/Missed.” If you also receive webform/chat leads, this metric still focuses phones only.
• Export fields (optional): Call Start Time, Direction, Status (Answered/Abandoned), Queue, Caller Number.
• Pitfalls: Short rings/“short abandons” can inflate misses. Decide once whether to exclude calls under [X] seconds and document it above.
• Tuesday coaching line: “Which missed calls did we recover within 15 minutes—and who owned the rest?”

2) % first responses <15 min — [VALUE %]

• Definition: Share of new leads (calls, web forms, texts) first contacted by your team within 15 minutes.
• Formula: # leads responded ≤15 min / # new leads.
• In‑app path (phones): Phones Pro › Abandoned Calls (for missed) + Calls (All Calls) to confirm callback time.
• In‑app path (forms/text): Office/Communications › [Activities or Inbox] to read created_at vs first outbound.
• Quick pull: Export new leads (created this week) with timestamps; compare to first outbound call/text/email timestamp; count those ≤15 min.
• Export fields: Lead Source, Created Time, First Outbound Time, Assignee.
• Pitfalls: Duplicates from the same customer; auto‑replies count only if they include a real booking path (not just “we got your message”). Decide your rule once.
• Tuesday coaching line: “What blocked us from answering or calling back inside 15 minutes on the slowest day?”

3) Estimate close rate — [VALUE %]

• Definition: Percent of estimates decided that became approved/won.
• Formula (recommended): won / (won + lost) for estimates decided this week.
• In‑app path: Reports › Estimates (Estimates/Estimate Performance).
• Quick pull: Filter by [THIS WEEK SENT or DECIDED]; capture won and lost counts. If you use the platform’s own conversion %, write that but document the denominator above.
• Export fields: Estimate ID, Status (Won/Lost/Open), Sent Date, Decision Date, Amount.
• Pitfalls: Open/canceled quotes in the denominator, duplicate quotes for the same job, financing/promo options not presented.
• Tuesday coaching line: “Did every quote go out with 3–4 options and one scheduled follow‑up due date?”

4) Schedule utilization (next 7 days) — [VALUE %]

• Definition: Share of available technician capacity already booked for the next 7 days.
• Formula (ServiceTitan native): Utilization % from Adaptive Capacity.
• Formula (fallback): booked hours / available hours for next 7 days.
• In‑app path (native): Reports › Templates › Adaptive Capacity Scheduling Utilization (or Dispatch › Capacity/Adaptive Capacity › Utilization).
• Export fields: Date, Capacity Provided (hrs), Capacity Used (hrs), Utilization %.
• Pitfalls: PTO/non‑job events not reflected in capacity; double‑booking; travel time assumptions. Decide if denominator is configured capacity or staffed hours from timesheets.
• Tuesday coaching line: “Which days next week are under 70% by Tuesday—what’s our fill plan by close of business today?”

5) Days‑to‑Cash or % collected ≤7 days — [VALUE]

• Definition: How fast invoices turn into cash.
• Formula (simple): % of invoices paid ≤7 days = # invoices paid within 7 days / # invoices issued.
• Formula (DSO/median): median days from invoice date to payment date for invoices paid this week.
• In‑app path: Reports › AR Transactions (or Accounting › AR/Aging), plus Payments.
• Export fields: Invoice ID, Invoice Date, Amount, Payment Date, Amount Paid, Status.
• Pitfalls: Progress invoices/partials; batch deposits posted late; write‑offs hiding slow payers.
• Tuesday coaching line: “Which invoices older than 7 days still have no owner or next action?”

Run these five pulls each Friday between [TIME WINDOW]. If you use Jobber Phone/Receptionist, include phone data; if not, use your phone system’s call log for the first two lines and Jobber for the rest.

1) Missed‑call rate — [VALUE %]

• Definition: Percent of inbound calls not answered live.
• Formula: missed / total inbound for [DATE RANGE].
• In‑app path (if enabled): Jobber AI Receptionist / Jobber Phone › Inbox/Calls — filter Missed and Total.
• Fallback: Use your phone carrier/call‑tracking log for counts; document source.
• Export fields: Caller, Time, Status (Answered/Missed), Thread/Task owner.
• Pitfalls: After‑hours calls counted as misses; short rings. Decide exclusion rules once.
• Tuesday coaching line: “Which missed calls didn’t get a same‑day recovery call or text?”

2) % first responses <15 min — [VALUE %]

• Definition: Share of new leads first contacted by your team within 15 minutes.
• Formula: # leads responded ≤15 min / # new leads.
• In‑app path: Communications › Messages/Inbox (threads created this week). If using Receptionist, each missed call/thread has timestamps for created and first team reply.
• Quick pull: Export thread list; compare created_at vs first internal reply/outbound.
• Export fields: Lead Source, Created Time, First Reply Time, Assignee.
• Pitfalls: Auto‑replies counting as “response,” duplicates from the same customer.
• Tuesday coaching line: “What blocked us from replying inside 15 minutes on [DAY]? Fix it before Friday.”

3) Estimate close rate — [VALUE %]

• Definition: Percent of quotes that convert to jobs.
• In‑app path: Insights › Reports › Quotes Report.
• Quick pull: Set [DATE RANGE]; use Jobber’s “Quote conversion rate,” or compute won / (won + lost) from the export.
• Export fields: Quote Number, Status (Converted/Won/Lost/Open), Sent On, Converted On, Amount.
• Pitfalls: Open quotes inflating denominators; multiple quotes per job; quotes never sent.
• Tuesday coaching line: “Did every sent quote get at least two follow‑ups with next‑step language?”

4) Schedule utilization (next 7 days) — [VALUE %]

• Definition: Share of staffed hours already booked for the next week.
• Formula (fallback): booked job hours on calendar / staffed hours from timesheets for next 7 days.
• In‑app path: Schedule › Calendar (week view) for booked hours; Time › Timesheets for staffed hours (exclude PTO if desired).
• Export fields: Job Date, Scheduled Duration; Timesheet Hours by Tech by Day.
• Pitfalls: Drive/non‑job time; techs on PTO; crew jobs double‑counting hours.
• Tuesday coaching line: “Which days are under [TARGET %—e.g., 80%] and which two moves fill them?”

5) Days‑to‑Cash or % collected ≤7 days — [VALUE]

• Definition: Speed from invoice to payment.
• In‑app path: Insights › Reports › Invoice Report and Payment Report.
• Quick pull (percent ≤7 days): Export invoices issued this week with payment dates; compute % paid ≤7 days.
• Quick pull (median days): Export invoices paid this week with invoice dates; compute median days between.
• Export fields: Invoice Number, Invoice Date, Amount, Payment Date/Type, Status.
• Pitfalls: Partial payments not linked; batch deposits dated later than payment collection; manually closed invoices.
• Tuesday coaching line: “Which invoices >7 days have no owner or scheduled touch today?”

Run these five pulls each Friday between [TIME WINDOW]. Use Voice and Inbox for phones/leads, Reporting for estimates and payments, and Timesheets + Schedule for utilization.

1) Missed‑call rate — [VALUE %]

• Definition: Percent of inbound calls not answered live.
• Formula: missed / total inbound for [DATE RANGE].
• In‑app path: Voice › Call Log — filter by Missed (and Voicemail) vs All.
• Export fields: Call Time, Caller, Status (Answered/Missed/Voicemail), User.
• Pitfalls: After‑hours calls counted as misses; duplicate dials.
• Tuesday coaching line: “Which missed calls did we not recover inside 15 minutes—and who’s on them today?”

2) % first responses <15 min — [VALUE %]

• Definition: Share of new leads first contacted within 15 minutes.
• Formula: # leads responded ≤15 min / # new leads.
• In‑app path: Voice › Call Log (for callbacks) and Inbox/Messages (for web/text leads).
• Quick pull: Export new leads this week; compare created time vs first outbound (call/text/email) time; count those ≤15 min.
• Export fields: Lead Source, Created Time, First Outbound Time, Assignee.
• Pitfalls: Auto‑text replies counting as real responses; duplicate leads.
• Tuesday coaching line: “What has to change so the slowest day next week still hits 80% under 15 minutes?”

3) Estimate close rate — [VALUE %]

• Definition: Percent of estimates approved out of total considered.
• In‑app path: Reporting › Estimates › Conversion Rate.
• Quick pull: Set [DATE RANGE]; HCP’s conversion = approved / (won + lost + open) within period. If you prefer won/(won+lost), compute from the export and document choice above.
• Export fields: Estimate Number, Status (Won/Lost/Open), Sent Date, Decision Date, Amount.
• Pitfalls: Open estimates swelling denominator; proposals without multiple options.
• Tuesday coaching line: “Did every estimate get options and a scheduled follow‑up with a due date?”

4) Schedule utilization (next 7 days) — [VALUE %]

• Definition: Share of staffed hours already booked for next week.
• Formula (fallback): booked job hours on calendar / staffed hours from timesheets for next 7 days.
• In‑app path: Schedule (week view) for booked hours; Time Tracking › Timesheets for staffed hours.
• Export fields: Job Date, Duration; Timesheet Hours by Tech by Day.
• Pitfalls: PTO not removed from staffed hours; drive/warehouse time; crew jobs double‑counting.
• Tuesday coaching line: “Which two moves lift under‑filled days above [TARGET %] by end of day?”

5) Days‑to‑Cash or % collected ≤7 days — [VALUE]

• Definition: Speed from invoice to payment.
• In‑app path: Reporting › Sales/Finances › Invoices and Payments (and Aging, if enabled).
• Quick pull (percent ≤7 days): Export invoices issued this week + payments; compute % paid ≤7 days.
• Quick pull (median days): Export invoices paid this week + their invoice dates; compute median days between.
• Export fields: Invoice ID, Invoice Date, Amount, Payment Date, Payment Amount, Status.
• Pitfalls: Partial payments; cash/checks recorded late; voids/credits masking slow pay.
• Tuesday coaching line: “Which over‑7‑day invoices still don’t have a next step on the board?”

Use these only as starting points. Replace with your shop’s targets and season.

• Missed‑call rate: Peak < [10–15%]; Shoulder < [8–12%]. If after‑hours are high, set a separate after‑hours line.
• % first responses <15 min: Aim ≥ [80%] in peak weeks; ≥ [70%] shoulder.
• Estimate close rate (residential service/replacement): [30–45%] typical; top performers higher with 3–4 options and structured follow‑up.
• Schedule utilization (next 7 days): By Tuesday morning ≥ [75–85%]; leave [10–15%] for same‑day/priority.
• Days‑to‑Cash or % ≤7 days: Aim median ≤ [5–7 days] or ≥ [70–85%] paid within 7 days depending on work mix.

Write your shop’s targets here and stick with them for the quarter:

• Missed‑call rate target: [TARGET %]
• % first responses <15 min target: [TARGET %]
• Estimate close rate target: [TARGET %]
• Schedule utilization target: [TARGET %]
• Days‑to‑Cash (or % ≤7 days) target: [TARGET]