Business Roles
This salesperson runs marketed and TGL leads to sell full equipment replacements but never performs installations.
Who is a Comfort Advisor (CA)?
This is the highest-priority job type — emergency calls like 'no heat' or 'no cool' that often carry premium pricing.
What is Service / Demand?
This KPI measures the percentage of service calls that generate install leads.
What is Flip Rate?
This premium ServiceTitan feature automatically prioritizes high-value jobs — like a $10k install over a $20 repair.
What is Adaptive Availability?
This operational process distributes jobs across technicians to maximize efficiency and minimize overtime.
What is Load Balancing?
This technician handles both diagnosis AND sells equipment replacements on the spot — no flip to a CA needed.
Who is a Selling Tech?
This job type is created when a service tech identifies a replacement opportunity and passes the customer to a Comfort Advisor.
What is a TGL (Tech-Generated Lead)?
This is the fee charged just for sending a tech to diagnose a problem — typically ranging from $109 to $275.
What is the Dispatch Fee?
Probook's suite of AI tools replacing manual front-office workflows like CSR, dispatching, and outbounding is called this.
What is the AI Front Office?
This ductless heating and cooling system requires no existing ductwork to install.
What is a Minisplit?
After the CSR books a call, this person routes the job to the right technician based on skills, location, and revenue potential.
Who is a Dispatcher?
A return visit to address an issue related to recently completed work is called this.
What is a Callback (Recall)?
Probook's AI-scored version of this metric accurately reflects call outcomes, unlike the unreliable ServiceTitan version.
What is the True Booking Rate?
In ServiceTitan, this trade- and geography-based segmentation divides work into areas like HVAC, Plumbing, and Electrical.
What is a Business Unit (BU)?
According to Probook's speed-to-lead KPI, web/SMS/chat leads should receive a first response within this many minutes (median).
What is 1 minute?
This operations role schedules installs, orders equipment, pulls permits, and tracks the install board.
Who is the Install Coordinator?
This job type involves equipment installation where the customer has already purchased through a CA.
What is an Install?
This metric represents the current revenue potential sitting on the dispatch board right now.
What is RTR (Revenue to Run)?
This Probook workflow ensures proper job tagging and business unit assignment BEFORE a job reaches the dispatch board.
What is Validation?
This government-required document must be obtained before certain installations can legally begin.
What is a Permit?
This technician has strong mechanical ability but weaker sales skills, handling warranty work and callbacks.
Who is the Warranty Tech (QA Tech)?
These are appointments booked to provide pricing estimates, such as for a system replacement, with no charge to the customer.
What is a Sales / Quote / Estimate?
This KPI tracks the average invoice amount for completed, paid jobs — a key measure of technician earning power.
What is Closed Average Sale?
Probook's AI dispatching system that matches jobs to technicians based on skills, revenue potential, and location.
What is Right Tech, Right Call?
This system removes minerals from a home's water supply, often paired with a water heater upgrade.
What is a Water Softener?