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In this article, you will learn how to use advanced filters to monitor your team's performance.
Genius Phone is a fully integrated phone system built into Workiz, designed specifically for service businesses. It lets you handle incoming and outgoing calls with a single click, while automatically logging every interaction in one place.
It also analyzes each call to provide insights into team performance, including caller intent and key moments like pricing discussions or objections. You can filter calls based on outcomes — such as whether they led to booked work — and quickly identify opportunities to improve.
Advanced call metrics to analyze call performance
At the top of your call log, you'll see key metrics that help you evaluate team performance at a glance.
This includes your dispatcher score and conversion rate.
| Metric | Definition | Additional |
| Dispatcher score | Evaluates how effectively the team member understood and handled the caller's needs. | Higher scores indicate stronger call handling and alignment with customer intent. |
| Conversion rate | Shows the percentage of calls that resulted in booked work (jobs or leads). | Only includes calls where the caller's intent was to book a service. Calls related to other topics are excluded for accuracy. |
AI-powered call filters
AI filters allow you to quickly find calls based on what happened during the conversation — without needing to listen to each one.
To apply AI filters:
- From the sidebar menu, select Workiz Phone
- Select AI filters
- Choose the filter(s) you want to apply (e.g., sentiment = positive, intent = booking, pricing = mentioned)
Each filter is powered by call analysis and helps you surface specific types of conversations:
| Filter | Definition | Additional |
| Sentiment | Categorizes the overall tone of the call as positive, neutral, or negative. | Useful for quickly identifying unhappy customers or strong experiences. |
| Booked | Indicates whether the call resulted in a booked job or lead. | Helps measure conversion and find successful calls. |
| Intent | Identifies the caller's reason for reaching out. | Common intents include booking a service, updating an existing service, or request for callback. |
| Dispatcher score | Evaluates how effectively the team member understood and handled the caller's needs. | Higher scores indicate stronger call handling and alignment with customer intent. |
| Objections | Highlights why a caller chose not to move forward. | Common objections include pricing, scheduling, out of service area, or service not offered. |
| Pricing | Flags calls where pricing was discussed. | Useful for reviewing how pricing conversations are handled. |
| Transcript includes | Allows you to search calls by keywords or phrases within the transcript. | Helps you quickly find calls mentioning specific topics, services, or issues. |
Adding AI filters to your report
Workiz also makes it possible to have AI-powered data on display at all times in your call log. You can add or remove columns in your phone page through the field editor.
To apply AI fields/columns:
- From the sidebar menu, select Workiz Phone
- Select Fields
Check the box for any filter you want to add
Fields powered by AI will display a sparkle icon.
- Select Save