Adjustable Capacity Planning (ACP) FAQLast updated on 01/24/2023

ACP is a tool that allows companies to have a clear vision of their current capacity on a granular, hourly level without having to review the schedule or Dispatch Board. It can be manipulated to over/under-book based on their goals, technician flexibility, and marketing strategies. For more, see Adjustable Capacity Planning.

Ask Technical Support to enable the AdjustableCapacityPlanning configuration in your account, then follow the instructions in our Set up Adjustable Capacity Planning article.

When ACP is fully set up in your account, CSRs should follow the normal call booking process by searching for the customer/location they would like to book the job for, selecting a job type, business unit, and marketing campaign, then clicking Get Availability to view your current capacity for that business unit.

The percentage that appears on the arrival windows shows how full that arrival window is, based on how many technicians in the selected business unit are available and how many jobs have already been booked for that time. For example, 0% full means no jobs have been booked for that arrival window.

Note: When the time and date for an arrival window have passed, or when it is 100% booked, it will be blank so the CSR knows not to book for that time.

Go to Schedule > Capacity Planning to review your current capacity for the week.

Yes, all technicians should be assigned to a business unit in their technician profile for ACP to function properly.

Yes, all technicians should have an available shift in Schedule > Technician Shifts for ACP to function correctly.

When you see an issue with your ACP availability after clicking Get Availability, follow the instructions in Set up Adjustable Capacity Planning and click Report a Bug on the arrival window that looks incorrect. This takes a snapshot of the job type and business unit selection you have made and sends an email to Technical Support with all the details needed for troubleshooting.

If you don’t see the breakdown of availability per arrival window, it means that your computer is not set to the same time zone as the user’s time zone. When you update your computer's time zone to match the user’s time zone, the availability breakdowns will appear.

Yes, unassigned jobs are taken into account when viewing capacity through ACP.

No, currently only Open Capacity Planning integrates with the Web Appointment Scheduler.

No, you should set up your business hours directly within HomeAdvisor, and it does not currently integrate with ACP.

Yes. You can learn more about our integration with Google Local Service Ads and how to set it up in Set up Google Local Services Ads integration in ServiceTitan.

The reason the arrival window selection disappears after clicking Select Window on the Get Availability popup on the Call Booking screen is that arrival windows aren’t set up for the selected business unit. When you set up arrival windows for that business unit in Settings > Arrival Windows, the selection will persist.

An Automatic Adjustment is created when a technician with no available technician shift is assigned to a job.

Note: The technician should also be assigned to a business unit.

The system automatically adds and deducts technician time to the timeslot/arrival window for the duration of the scheduled job so that the technician’s capacity remains as accurate as possible. This occurs when a job’s scheduled end time falls after the end of a technician’s available shift. For example, a job is scheduled from 3:00–5:00 PM and assigned to a technician whose technician shift ends at 4:00 PM.

No, Arrival Window Restrictions created in Settings > Operations > Arrival Windows > Arrival Window Restrictions will not appear when clicking Get Availability on the Call Booking screen.

This message means the business unit selected on the Call Booking screen or on the job record is not currently active in Settings > Capacity Planning > Business Unit Groups. To fix this, go to Settings > Capacity Planning > Business Unit Groups, use the Active Capacity filter to find business unit groups that are currently inactive, and reactivate the business unit group in question by clicking Edit > Activate Capacity.