Reporting & Analytics
What Reports Are Available and How to Get Them
The summaries and reports UpSmith provides, where to find them, and how to ask for something custom.
Your home screen
Your home screen is the scoreboard. It opens on today "Here's how your agents are doing for [your shop] today" and updates as outcomes land, so a ten-second look tells you whether the agents are working.
The strip across the top is your whole operation at a glance:
Board fill · this week — how full your schedule is against the caps you set in Capacity Autopilot. If you haven't set caps yet, this reads "Capacity data unavailable."
Active agents — how many are live right now, out of the total available to you (e.g. "5 of 12 available").
Customers in outreach — unique customers your agents have messaged today.
Messages sent — total messages out the door today.
Replies — replies back today, with your reply rate next to it.
Below that, Active Agents gives you one card per agent that's running. Every card shows the agent's name, what they do, whether they're Active or Paused, and the same handful of numbers:
Eligible pool — customers who currently qualify for that agent
Sent today and Replies — the day's activity
The outcome that agent is paid to produce, today — this changes by agent: Booked today for Mollie and Lenny, Rebooked today for Carley, Estimate Sold today for Ellie, Memberships Sold today for Sally
A seven-day trend line of that same outcome, so you can see where today sits
Click any agent card to open its own page, where the specifics live:
Performance — today's outcome, sends, and replies, plus Operational insights calling out what actually changed (e.g. "Eligible pool shrank 50% WoW — pool is replenishing faster than burn")
Variants — the same numbers broken out by message variant, switchable between Today, 7d, and 30d
Targeting health — eligible pool as a share of your addressable base, burn rate per day, reintroduction rate, and net pool change over the last 7 days
Targeting and Settings tabs to change who the agent reaches or how it behaves — and Pause sends if you want it to stop
At the bottom of the home screen, Your roster could grow shows the agents you're not running yet, each sized from your own data — "1,781 members with missing payment methods," "7 missed callers in the last 2 weeks with no callback." If the number looks worth chasing, enable the agent right from the card.
Summaries and digests
UpSmith sends reporting on a weekly cadence, which you can set up in the Notifications tab so the people who don't log in still see how things are going. You can also ask Ask Jenny for reporting needs, and general dashboards live on your home screen.
Requesting a custom summary
If the standard reports don't answer your question — you want a specific metric, a particular date range, or a breakdown by agent or campaign — email UpSmith support at support@upsmith.com for a custom summary. Tell them what you want to see and why, and they'll put it together or point you to where it already exists.
Where to go next
Our Agents — what each agent is doing to produce these results
How to Read Your Agent's Performance
What your agent's metrics mean, so you can tell at a glance whether it's working.
The numbers that matter
Your agents are measured on outcomes, not activity. The core metrics:
Bookings — appointments the agent booked into ServiceTitan
Cancellations saved — appointments recovered after a customer cancelled
Memberships renewed or sold — recurring revenue protected or added
Recovered revenue — dollars tied to the work the agents brought back or booked
Alongside outcomes, you may also see engagement measures — how many customers an agent reached, how many replied, and how many of those conversations converted into a booking.
How to read them together
Outcome numbers tell you what landed; engagement numbers tell you why. A healthy agent shows customers engaging and a reasonable share of those conversations turning into booked work. If an agent is reaching a lot of customers but few are converting, that's a signal worth raising with your UpSmith team — it usually points to messaging or targeting, not effort.
What "good" looks like
The right benchmark depends on your shop, your trades, and which agents you're running, so treat your own trend over time as the truest measure — is the agent booking more, saving more, and converting more than it was.
As the agents work with your customers you will gain more insight and see how they are helping you put more wins on the board, save your CSR time to serve customers excellently, prepare your techs to provide the highest level of service and more.
Your business and your team power the agents and the partnership with UpSmith will continue to thrive as the agents unlock new ideas and possibilities to explore together.
Where to find them
Your performance metrics live on your home screen, and you can also use Ask Jenny.