Overview
Advanced Mode in Adaptive Capacity Reporting shows your capacity at a granular level. This gives you valuable insights that you can organize to fit your business needs for more effective daily and weekly planning.
Who uses this feature
Administrators, owners, and managers
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.
The Apply Manual Adjustments permission is required to use this feature. Please contact the account administrator on your team.
Things to know
Manual adjustments made in Capacity Reporting apply to everyone's view. Changes to the filters, hierarchies, and time slots shown in Capacity Reporting only apply to your individual view of the report.
If you add two hours to a cell in the report and then add lower hierarchies underneath the cell, the two hours are added to all cells until the additional hour gets consumed by a job or non-job event.
You can use Business Unit, Business Unit Group, Job Type, Job Type Group, Shift Type, Skill, Team, Technician, Technician Type, Trade, and Zone attributes to filter and organize Adaptive Capacity. To optimize capacity, configure these in a way that reflects your organization. For more, see:
If needed, you can download the Capacity Report by exporting it as a CSV file. This allows you to easily extract the data for internal reporting.
You can view the report in Simple Mode. For more, see Use Simple Mode in Adaptive Capacity Reporting to plan your week.
Open Advanced Mode in Capacity Reporting
Go to the navigation bar and click Schedule
.Click Capacity Reporting.
Review the informative pop-ups then click Next > Get Started.
Tip: To prevent these pop-ups from coming up again, select Don't show this again.
On the Adaptive Capacity Report that opens, click Advanced under Reporting Mode.
Overview of Capacity Reporting Advanced Mode
Capacity Reporting is based on hours as a unit, not number of jobs. Think of the report as a big spreadsheet with more functionalities.
In Capacity Reporting Advanced Mode, you can:
View capacity for a selected day or a five day period in a week.
Click the Back
or Forward 
arrows to change your view by a day if you're in the Daily view or by a week if you're in the Weekly view. 
Click the Date Picker to select a specific date.
Use the tree structure on the left side of the report to expand and collapse hierarchy branches for navigation. Click Expand
to drill down in the report so you can understand what the calculation means. Click Collapse 
to close a row. 
Time slots in Capacity Reporting Advanced Mode
In the Weekly view, each column represents a day. Every time slot within each day is summarized into one daily summary for each business unit. Click the column header on a given day to switch to the daily view of that day.
In the Daily view, each column represents a time slot. The time slots are listed at the top of each column. To set what type of time slots are shown, click the dropdown below Set Time Frame based on and select one of the following options:
Arrival Windows
Note: This option is only available if arrival windows are set up in your account.
Business Hours
Custom Hour Increments
Note: If your account is configured to use office time zones, time slots use the time zone set in your account. Otherwise, time slots use the time zone set on your device.
Note: If you're using arrival windows and there are different arrival windows set up for different business units (BUs), we recommend using BUs or BU groups as the primary hierarchy to accurately display the arrival window split.
Hierarchies in Capacity Reporting Advanced Mode
Hierarchies determine what data you see first, second, and third when you drill down in the report. Advanced Mode uses a tree structure on the left side of the report. Click any branch to expand or collapse it and navigate through your hierarchy levels.
Note: Only a Primary hierarchy is required to view the report. Secondary and Tertiary hierarchies are optional.
To configure your hierarchies:
Click Edit
to configure your hierarchies. Use the dropdowns to search for and select an attribute for each hierarchy level:
The first dropdown sets your primary hierarchy.
The second dropdown (indented) sets your secondary hierarchy. This dropdown is only available after a primary hierarchy is selected.
The third dropdown (indented further) sets your tertiary hierarchy. This dropdown is only available after a secondary hierarchy is selected.
When finished, click Apply to save your hierarchy selections.
Note: The Apply button is inactive if no primary hierarchy is selected.
Attributes you can choose from include:
Business Unit
Business Unit Group
Note: Business Unit and Business Unit Group are only shown as hierarchy options if Default to include Business Units in Availability Calculation is turned on as a calculation default in Adaptive Capacity Basic Settings.
Job Type
Job Type Group
Shift Type
Skill
Tag Type
Note: Tag Type is only shown as a hierarchy option if you add tag selections in Adaptive Capacity Advanced Settings.
Team
Technician
Technician Type
Trade
Zone
Note: Hierarchy Attributes are also available as filters.
Filters in Capacity Reporting Advanced Mode
Hierarchy attributes are also available as filters. Filters persist after you select them, so you don't have to update them each time you open Capacity Reporting. Click Filter 
to choose what you want to see in the report. You can filter by:
Business Unit
Business Unit Group
Note: Business Unit and Business Unit Group are only shown as filter options if Default to include Business Units in Availability Calculation is turned on as a calculation default in Adaptive Capacity Basic Settings.
Job Type
Job Type Group
Shift Type
Skill
Tag Type
Note: Tag Type is only shown as a filter option if you add tag selections in Adaptive Capacity Advanced Settings.
Team
Technician
Technician Type
Trade
Zone
Data points in Capacity Reporting Advanced Mode
For each cell in the report, there are four data points:
Labor Supply: The total available technician hours based on schedules and shifts.
Added/Subtracted: Hours added or removed through strategic rules and manual adjustments.
Scheduled: Hours consumed by assigned and unassigned jobs.
Capacity result: The remaining open hours.
Configure and save template views in Capacity Reporting Advanced Mode
Configure and save template views
Use View Settings to configure how the Capacity Report displays data and to save those configurations as reusable templates. Templates reduce repetitive setup and let you share standardized report views across your organization.
To open View Settings, click the Settings icon on the Advanced Reporting page.
Set display options
The Basic Information section of the View Settings flyout shows the template name, hierarchy, time frame, and filter applied to the report. Below this context, two toggles control what information appears on the report:
Display strategic rules impact: Set this toggle to on to show the effect of strategic rules on capacity calculations. This toggle is off by default.
Display manual adjustments impact: Set this toggle to on to show the effect of manual adjustments on capacity calculations. This toggle is on by default.
Select a capacity focus
The Capacity Focus section controls what the report measures and how cells are colored. Select one of the following focus types:
Open Time: Review aggregated open time considering all existing commitments. All scheduled jobs and events get included in all relevant dimensions.
Scheduled Work: Review scheduled workload per dimension for goal attainment tracking.
Blended: Aggregated open time with a more optimistic approach to unassigned work.
A Preview section appears below the focus options. It shows a live example of how report cells look based on your selection, including capacity labels such as Labor, Added / Subtracted, and Scheduled.
Choose a density level
The Density Level section controls how many time-range columns appear on the report. Select one of the following options:
Compact: Maximum time range with up to 8 columns.
Default: Balanced report with up to 5 columns.
Sparse: Optimize for simplicity with up to 4 columns.
Select a density level that matches your screen size and the level of detail you want to see at once.
Save a template
After configuring your display options, capacity focus, and density level, save your settings as a template so you can quickly reapply them in future sessions.
At the bottom of the View Settings flyout, click one of the following save options:
Save as my Default: Save the current configuration as your personal default view. This view loads automatically each time you open Capacity Report.
Save as org’s default: Save the current configuration as a default view for your organization. This view loads automatically each time you or a team member open Capacity Reporting.
Save new template for self: Save the current configuration as an optional view that only you can select.
Save new template for org: Save the current configuration as an optional view that anyone in your organization can select.
Update existing template: Apply any changes you’ve made while already using a template.
Note: Saving a template for your organization requires the Edit Adaptive Capacity Settings permission.
Apply a saved template
To apply a saved template, open the View Settings flyout and expand the Saved Templates section. A list of available templates appears, each displaying its capacity focus, adjustment visibility, filter, hierarchy, and time frame at a glance.
Click Apply on the template you want to use. The report updates to reflect the template's settings.
Tip: The template marked (Current) indicates the configuration that is applied to the report.
Manually adjust capacity in Capacity Reporting Advanced Mode
Manual adjustments allow you to increase and decrease capacity based on specific, one-off needs. This allows you to efficiently control the mix of incoming jobs and optimize capacity based on your resources.
For example, it's a busy day and even though it's already the afternoon you anticipate more demand to come for one of your business units (BUs). In this case, you can hover your BU in the report and add hours to it.
To adjust capacity, hover over a cell and click 
or 
. You can adjust the lowest hierarchy cells in the report in one-hour increments. For example:
If there are three hierarchies, you can adjust the lowest hierarchy.
If there is only one hierarchy, you can adjust the whole report.
Adjustments impact the number of hours available for booking and are shown in the Added/Subtracted icon on the cell.
When you adjust a cell, related cells might also be impacted. For example:
If you add one hour of capacity to a technician's 8:00 AM–12:00 PM arrival window, all attributes the technician falls into—such as business unit, trade, and so on—will have one hour added as well.
If you add two hours to a business unit's 8:00 AM–12:00 PM arrival window, and then add a lower hierarchy of technicians, the two hours you added are applied to all the technicians that fall under this business unit.
