Adaptive Capacity: Basic setup

Overview

After Adaptive Capacity is configured for your account, sign in to ServiceTitan to get started with it. To quickly become operational with Adaptive Capacity:

1. Understand how natural capacity is calculated and eligible technicians are determined.

2. Determine your calculation default settings based on your dispatch practice.

3. Check your core ServiceTitan Settings to ensure Adaptive Capacity calculates availability as expected.

Adaptive Capacity Basic Setup Step 1: Understand how natural capacity is calculated and eligible technicians are determined

Adaptive Capacity uses the following calculation to determine availability based on natural capacity:

[Natural Capacity Provided from your business hours or technician shifts] ➖ [Capacity Consumed from scheduled assigned or unassigned jobs and non-job events with timesheets] 🟰 [remaining hours of Natural Open Capacity]

Next, Adaptive Capacity finds eligible technicians for jobs. It does this by looking for matches between the properties of the job and the properties of the technicians, taking the following into consideration:

• Business unit (BU) of the job and BU of the technician

• Skill requirement of the job and skills a technician has

• Zone of the job and zone of the technician        

  Note: If you don't use BUs or zones, you can exclude them in your Calculation Default settings. For more, see Step 2 below.

After it has a list of qualified technicians, Adaptive Capacity checks the time required to complete the job against any existing commitments.

Adaptive Capacity Basic Setup Step 2: Determine your calculation default settings based on your dispatch practice

Configuring Calculation Defaults allows you to match your business's dispatch practices with how Adaptive Capacity calculates your availability. This tells Adaptive Capacity which types of "hours produced" are considered or ignored in the Capacity Provided part of its calculation and which filters are used in availability calculations.

When adjusting your settings, ask yourself the following:

• Do I want non-managed technicians' availability to be accounted for by Adaptive Availability and displayed as bookable?        

  • If yes, turn on the toggle for Default to include Non-Managed Technicians' Capacity in Availability Calculation.

• Do I want on-call shifts to be displayed as bookable by adaptive availability?        

  • If yes, turn on the toggle for Default to include On Call Technician Shifts in Availability Calculation.

• Do I dispatch my technicians based on geographical areas that they serve, and dispatch the technicians only to the zones that they are assigned to?        

  • If yes, turn on the toggle for Default to include Zones in Availability Calculation.

• Do I have technicians who are only meant to work within the single business unit that they're assigned to, meaning they are not eligible to work on jobs outside of their assigned business unit?        

  • If yes, turn on the toggle for Default to include Business Units in Availability Calculation.

Note: The Edit Adaptive Capacity Settings permission is required to use this feature. Please contact the account administrator on your team.

Adaptive Capacity Basic Setup Step 3: Check your core ServiceTitan Settings to ensure Adaptive Capacity calculates availability as expected

Adaptive Capacity bases its calculation on your existing ServiceTitan settings. If they already exist, there's no need to reconfigure them. However, depending on your Calculation Default selection, we recommend that you check these core ServiceTitan Settings to ensure Adaptive Capacity calculates availability as expected.

Things to keep in mind:

• If your account is configured for Technician Shifts, ensure you're creating shifts for all working technicians. Without created shifts, capacity shown in reporting, scheduling, and overall will be negatively impacted because jobs and non-job events deduct capacity, regardless of whether a technician has a shift or not. For example:        

  • Imagine a business unit (BU) with four hours of natural capacity during an arrival window.

  • Technician A and B each have two hour shifts. Technician C has no shifts.

  • Technician C has a non-job event during the arrival window, which makes their availability negative two for the BU.

  • Technician A and B have no commitments during the arrival window, so their availability is technically four hours for the BU.

  • But because technician C is at negative two, the whole BU's availability is now reduced to four minus two equals two.

• If you include On-Call Shifts in your Adaptive Capacity Settings, ensure on-call shifts are created and maintained.

• If you include Zones in your Adaptive Capacity Settings, ensure zones are created and assigned to technicians.

• If you include BUs in your Adaptive Capacity Settings, ensure BUs are created and assigned to technicians and job types.

• Make sure your skills are well-maintained and assigned to technicians and job types. A technician needs to have all the skills listed in the job type to be considered eligible for the job.

• Make sure the job duration for each job type matches your expectation. If you don't set a duration, the default set by the system is two hours.

• Non-job events are only accounted for by Adaptive Capacity if the correct option is selected when creating the event.        

  • If your office uses the new Dispatch Board experience, select Include in scheduling and dispatching capacity when creating a non-job event. This tells Adaptive Capacity to include the non-job event when calculating availability.

  • If your office uses the legacy Dispatch Board experience, select Needs a Timesheet when creating a non-job event. This tells Adaptive Capacity to include the non-job event when calculating availability.

Want to learn more?

• See Adaptive Capacity: Advanced setup

• See Adaptive Capacity