This improvement lets you view drive times and assign technicians during booking to create efficient schedules.
What’s changing with Get Adaptive Availability?
Before, Customer Service Representatives (CSRs) could not see how much drive time a technician would need for a time slot or which technicians were open for the job in Get Adaptive Availability. That meant dispatchers had to assign jobs later, which caused excessive manual workflows or delays. Now, CSRs using Get Adaptive Availability can view drive time, stop counts, and available technicians before assigning a time slot. They can also assign a technician right during booking.
Before and After
Before (Current)
CSR opens the call/job booking screen and uses Get Adaptive Availability to view arrival windows without route awareness.
CSR selects a time slot without knowing which technician or what drive time is involved.
Dispatcher may need to rework the schedule because routes or capacity were inefficient.
Impact: CSRs and dispatchers spend extra time correcting schedules. Poor routing increases drive time.
Try the current workflow in your account.
After
Administrator turns on the Get Adaptive Availability Preference toggle in Settings
> Adaptive Capacity Settings > Basic Settings (it’s off by default).CSR opens the call/job booking screen, uses Get Adaptive Availability, and sees a new tab called Most Efficient.
CSR views drive‑time estimates, stop counts per technician, and can optionally select a technician.
Upon selection, arrival window, start time based on drive time, and technician fields auto‑populate in booking.
Impact: CSRs book smarter with less rework. Dispatchers get cleaner schedules. Technicians spend less time driving.
Test the changes in the NEXT environment.
Who uses this feature
Residential Service and Replacement
Administrators, managers, CSRs, and dispatchers
Region availability: All regions
How it works for your industry
Residential Service and Replacement
A CSR books a water heater repair and sees two available technicians for the same arrival window. They choose the one with the least drive time and assign the technician during booking.
A CSR reviews drive time and assigns technicians during booking. If the company optimizes based on routes, CSRs can also use the Most Efficient tab. This helps avoid booking a technician who would need to cross town, cutting down total drive time for the day.
A manager tracks fewer schedule changes by dispatchers since bookings are now aligned with route efficiency.
How to Prepare
Administrator enables the new Get Adaptive Ability Preference in Settings
> Adaptive Capacity Settings > Basic Settings. Also confirm Business Units, Job Types, and Business Hours are set up correctly. Train CSRs to review drive time and assign technicians during booking. If your company optimizes based on routes, you can also train CSRs to use the Most Efficient tab.
Align internally with your team on scheduling and technician assignment strategy in relation to drive time.