Overview
After you click Get Adaptive Availability and select a time slot, you can click Availability Details to gain insight into the capacity calculation process. This helps you understand why Adaptive Capacity considers the time slot available for the job you're booking.
Who uses this feature
CSRs and dispatchers
Primarily benefits Residential Service and Commercial Service business types
Applies to all trades
Feature configuration
Account configuration is required to use this feature. Please reach out to your Customer Success Manager (CSM) to get access.
Permissions are required to use certain Adaptive Capacity features. Please contact the account administrator on your team.
Things to know
Availability Details in Get Adaptive Availability are different from Availability Details in Capacity Reporting. For more, see View Availability Details in Capacity Reporting Advanced Mode.
View Availability Details in Get Adaptive Availability
Click Availability Details in Get Adaptive Availability when scheduling a job to open Availability Details.
If you want to know why a time slot does not have availability, after you click Availability Details you can use the Date and Time filters to find the time slot or arrival window in question.
Note: If your account is configured for Arrival Windows, then you can select an arrival window in the Time filter. If your account is not configured for Arrival Windows, then you can select a business hour time slot in the Time filter.
Top section
At the top of the Availability Details screen, you can see:
Raw Capacity: The total hours produced by the technicians naturally from shifts or business hours. This is the Natural Capacity Provided portion of the Adaptive Capacity calculation.
Adjustments: The number of hours added or subtracted from raw capacity as a result of manual adjustments in reporting and adjustments in rule settings.
Assigned: The number of hours from jobs that are already assigned to technicians. This is the Capacity Consumed portion of the Adaptive Capacity calculation.
Unassigned: The number of pending hours from jobs that are not yet assigned to technicians. This is the Capacity Consumed portion of the Adaptive Capacity calculation.
Open Hours: The number of available hours. This is the Open Capacity portion of the Adaptive Capacity calculation.
Filters In Use
In the Filters In Use section, you can see the exact settings and filters Adaptive Capacity is referencing. If you have the required permission for it, you can click Update Settings to view and edit Adaptive Availability Settings.
Note: The Access Adaptive Capacity Settings is required to review settings. The Edit Adaptive Capacity Settings permission is required to modify Adaptive Availability Settings. For assistance with this, please contact the account administrator on your team.
Get Adaptive Availability Settings include:
Availability Threshold: The time entered in Adaptive Capacity Settings that creates a buffer between jobs and at the start of arrival windows.
Include: The calculation default settings that are turned on in Adaptive Capacity Settings.
Exclude: The calculation default settings that are turned off in Adaptive Capacity Settings.
Filters include:
Date: The date of the time slot you selected on the Get Availability screen.
Tip: You can click the dropdown and select a new date. This refreshes the information you see in Availability Details.
Arrival Window: The arrival window or business hour time slot you selected on the Get Availability screen.
Tip: You can click the dropdown and select a new arrival window or business hour time slot. This refreshes the information you see in Availability Details.
Job Type: The job type selected for the job on the Call Booking screen.
Business Unit: The business unit (BU) or BU group that's selected on the Call Booking screen. If BUs are excluded in the settings listed above, then this field will be empty.
Zone: The zone or zones you selected in Get Availability Filters. If you didn't filter for zones, then this shows the zone of the job's location address. If zones are excluded in the settings listed above, then this field will be empty.
Shift Type: The types of shifts, Normal scheduled shifts and/or On-Call shifts, the eligible technicians have based on the settings listed above.
Technician Type: The type of technician, Managed and/or Non-Managed, based on the settings listed above.
Skills: The skill or skills you selected in Get Availability Filters. If you didn't filter for skills, then this shows the required skills for the selected job type.
Technician: The technician or technicians you selected in Get Availability Filters.
Technician Availability
In the Technician Availability section, you can see the list of technicians who are considered available, or not available, after Adaptive Capacity checks:
Tech Eligibility: Technicians who can be considered for availability after the listed settings and filters are checked.
Note: Only eligible technicians qualified for the job are listed in the Tech Availability section.
Open Time: Considering existing commitments—like assigned and unassigned jobs—and strategic adjustments—like rules and manual adjustments—this includes technicians who have sufficient open time to begin the job within the indicated time window.
Each row in the table of listed technicians shows you:
Technician: The name of the technician.
Assigned: The number of assigned hours within the arrival window or business hour slot based on jobs and non-job events with timesheets that the technician is already assigned to.
Open: The total number of open hours the technician has within the selected time slot. [Raw Capacity] + or - [Manual Adjustments] - [Assigned Hours] = [Open Hours].
Available: Whether Adaptive Capacity considers the technician available (Yes) or not (No).
Note: Despite limited availability within a specific time slot, a technician could still be available to begin the job during that slot if they have a sufficiently long continuous interval in the next time slot.
Tip: If the window is closed due to overbooking, being fully booked, or exceeding strategic rule or manual adjustment threshold, a pop-up appears explaining why there's no availability.
Adjustments
In the Adjustments section, you can see how applied rules and manual adjustments, if applicable, are affecting capacity.
Note: If you have the Apply Manual Adjustments permission, you can click Delete
to remove a manual adjustment. Deleting a manual adjustment may impact the availability of related time frames and dimensions. This action cannot be undone.
Assigned
In the Assigned section, you can see the list of jobs and non-job events that are assigned to technicians.
Tip: Click a job number to go directly to the job record for that job.
Unassigned
In the Unassigned section, you can see pending hours from jobs that aren't assigned to a technician yet. These hours impact overall availability, but they're not included in the Technician Availability table because they don't belong to a particular technician.
Tip: Click a job number to go directly to the job record for that job. You can also click Open in Dispatch Board to view the availability of the day in more detail, so you can double-check and compare it with the information listed in Availability Details.
Note: If there are enough Unassigned hours that will close out a whole time slot, then even if there are technicians who have Open hours in the Technician Availability table, the unassigned hours might still close out the whole window.
Want to learn more?
Visit ServiceTitan Academy and enroll in Adaptive Capacity Essentials for CSRs
See Use Get Adaptive Availability to book and reschedule jobs with Adaptive Capacity