This improvement ensures Adaptive Capacity now respects tag-based skills configured in Dispatch Pro when calculating technician availability at the time of scheduling.
What's changing?
Before, Dispatch Pro considered allowing users to tie skills to tags, but Adaptive Capacity did not recognize these tag-based skills. This created a gap and technicians appeared available for jobs they weren't qualified to perform. Now, Adaptive Capacity also respects tag-based skills, aligning availability with Dispatch Pro settings and surfacing only qualified technicians.
Resources
Before and After
Before (Current)
Assign skills like Service Lvl 3 to the 10+yr HVAC tag in Dispatch Pro settings.
For jobs that have the 10+yr HVAC tag, Dispatch Pro will match only technicians with the Service Lvl 3 skill.
Adaptive Capacity ignores those tag-based skill requirements.
Technicians without matching skills may appear available.
Impact: Inaccurate scheduling and potential job mismatches.
Try the current workflow in your account.
After
Assign skills like Service Lvl 3 tags like to the 10+yr HVAC tag in Dispatch Pro settings to certain technicians.
For jobs that have the 10+yr HVAC tag, Dispatch Pro will match only technicians with the Service Lvl 3 skill to match those tags to job types.
Adaptive Capacity also respects tag-based skill logic.
Only qualified technicians appear in capacity calculations.
Impact: More accurate scheduling and better customer experience.
Test the changes in the NEXT environment.
Who uses this feature
Residential Service and Replacement
Administrators, CSRs, Dispatchers
Region availability: All regions
How it works for your industry
Residential Service and Replacement
A CSR books an HVAC job with certain skill-related tags. Only qualified techs appear in the capacity list.
A dispatcher sees scheduled jobs landing on the dispatch page that fit what the available technicians are qualified to do.
Admins align tagging strategy to improve technician matching and reduce reschedules.
How to Prepare?
Confirm your account has Dispatch Pro. If you don't already have Dispatch Pro and are interested, review pricing and select your package here. You can also request a demo on our Pro Products page, or reach out to your Customer Success Manager (CSM) or Pro Account Manager (PAM).
Confirm tagging strategy and tie tags to skills in Dispatch Pro.
Review tag selection in Adaptive Capacity advanced settings, and select any tags that are tied to skills.
Train CSRs to rely on Adaptive Capacity filtered results.
Align technician settings to ensure they have appropriate skills assigned
Align job type and location settings to ensure tags are appropriately applied at the time of booking