Service Titan Knowledge Base

Adjustable capacity planning workflowLast updated on 09/28/2022

The Adjustable Capacity Planning (ACP) feature allows customer service representatives (CSRs) to select an arrival window and book jobs with a full view of current technician capacity. While booking a job, the system will show how many technicians have enough time to complete that job for any selected timeframe. By integrating live capacity readouts with the booking process, ServiceTitan helps you book the optimal number of jobs.

Additionally, dispatchers and managers can use the Adjustable Capacity Planning board to see how many hours of work are booked or available at any given time. Users with the correct permission sets can then manually adjust capacity to deliberately overbook or reserve capacity.


Things to know

  • Although Adjustable Capacity Planning is intended to replace the old version of the capacity planning feature, you don’t need to choose between them. Both can run at the same time without issue. To learn more about the legacy capacity planning feature, see Book the ideal number of jobs with capacity planning and Set up capacity planning.

  • Adjustable capacity planning is compatible with Call Scripts. To learn more about call scripts, see Call Scripts.


Manage adjustable capacity planning

Adjustable capacity planning determines the capacity for each business unit or a customer-configured business unit group. A business unit group is made up of one or more business units that are grouped together into a cooperative unit. Most companies group their business units by operational area and business type.

When CSRs book a job, they determine the job type and business unit based on information supplied by the homeowner. Now that the system knows what business unit group to look at and how much time will be required to complete the job, it can recommend for or against a particular time slot. After the job is booked, the capacity is deducted from the matching business unit or business unit group.

The main goal of Adjustable Capacity Planning is to help your business book the right number of jobs each day—not too many, and not too few. This makes your business more efficient and leads to better outcomes for you and your customers, as fewer jobs need to be rescheduled.


Capacity Calculation

The way that capacity is calculated is an important factor in determining whether this feature is right for you. If it aligns with your business processes and needs, you can enable it. Capacity is calculated separately for every time slot or arrival window if you have enabled it.

Things to know about Capacity Calculation:

  • Adjustable capacity planning uses technician shifts to look for every technician that has an available shift during that time slot.

  • On-call shifts are considered emergency-only and do not count towards the total available hours.

  • If a block of time is smaller than the availability threshold for a time slot then it is not added to the total capacity for that time slot. This accounts for driving time, breaks, and other small windows of time during which a technician cannot perform meaningful work.

  • Technicians are unavailable during job and non-job events.

  • Any manual adjustments made by individuals with the correct permission set are applied last. Manually-added capacity hours are treated as if they come from a dummy technician. A dummy technician’s maximum capacity equals the length of the time slot. If the amount of added capacity hours exceeds the length of the time slot, a second dummy technician is created, then a third, and so on.

  • Business Units cannot be deleted from capacity settings, but you can deactivate a Business Unit to hide it from the Capacity Planning Board. You can also ungroup a Business Unit Group, which removes it from the Capacity Planning Board list.


Manual adjustments method

ServiceTitan uses the following formula to determine the available capacity per arrival window using the manual adjustment method:

Total hours of “Available” technician shifts + Base capacity - Availability threshold +/- Manual adjustments - Job durations ________________________________ = Capacity per time slot in hours

For example, if you have a total of 10 technicians, but 2 are already booked, then you have 16 hours of “Available” technician shifts. (8 available technicians * 2 hours of availability per technician = 16 total hours of “Available” technician shifts). Let’s also say that you have your base capacity set to -2 because it is a really hot day, so you manually deduct an extra 2 hours to reserve another technician’s time. In addition, your Availability Threshold is set to 60 minutes to account for driving time and bathroom breaks. One of the booked technicians finished a job 30 minutes early but has another one that starts at the top of the hour.

Your total adjustable capacity for this arrival window would be 12 hours.

Here is how this example looks when plugged into the formula above:

20 total hours of “Available” technician shifts + -2 Base Capacity (to reserve one technician for emergencies) - 0.5 hour for Availability threshold +/- -2 Manual adjustments (to reserve another technician since it is really hot) - 3.5 hour job durations (one tech finished early) _______________________________ = 12 hours of capacity per time slot


Skills Method

Users can choose either manual adjustment or skills, but not both together. Skills calculations will take into account unassigned jobs that require the same skills.

There are two levels of checks to make sure technicians are truly available when more than 1 skill is needed for the job:

  • First level—we check if there is availability for all skills together.

  • Second level—we check if each skill has availability separately.

For the skills method, we use the same formula, except without manual adjustments:

Total hours of “Available” technician shifts

+

Base capacity

-

Availability threshold

-

Job durations

________________________________

= Capacity per time slot in hours




Important note: Some features may not be currently included in your account and additional configuration may be required. Please contact technical support for details.