This improvement ensures Dispatch Pro honors Adaptive Capacity technician-to-zone and technician-to-job type rules to avoid misassignments.
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What's changing?
Before, Dispatch Pro did not factor in Adaptive Capacity rules that block specific technicians from certain zones. That meant dispatchers had to manually correct assignments after Dispatch Pro assigned technicians to restricted zones. With this change, Dispatch Pro now respects "all-or-nothing" technician-zone or technician-job type rules from Adaptive Capacity (capacity threshold equals 0%). Technicians will not be assigned to zones or job types they're restricted from, reducing manual work and job conflicts.
Resources
Before and After
Before (Current)
A technician is blocked from working in Zone A on Tuesdays using Adaptive Capacity.
Jobs are booked in Zone A on a Tuesday because another technician is free.
Dispatch Pro assigns the blocked technician to those jobs.
A dispatcher manually removes the technician and reassigns the job.
Impact: Leads to wasted dispatcher time.
Try the current workflow in your account.
After
A technician is blocked from Zone A on Tuesdays using Adaptive Capacity.
Jobs are booked in Zone A on a Tuesday because another technician is free.
Dispatch Pro checks Adaptive Capacity rule and skips blocked technicians.
Only allowed technicians are considered for assignment.
Impact: Reduces reassignment work and avoids sending the wrong technician.
Test the changes in the NEXT environment.
Who uses this feature
Residential Service and Replacement, Commercial Service and Replacement
Administrators, CSRs, Dispatchers
Region availability: All regions.
How it works for your industry
Residential Service and Replacement
A dispatcher sets capacity rules to prevent a technician from working in a specific zone on certain days. Dispatch Pro honors the rule and skips that technician on the days in effect.
During peak season, senior technicians are blocked from far zones. Dispatch Pro automatically assigns them to local zones only during that period.
A training technician is blocked from working complicated jobs on weekends. Dispatch Pro follows the rule to assign the technician to certain job types on weekdays only.
Commercial Service and Replacement
A dispatcher at a commercial HVAC company sets capacity rules so certain technicians cannot be booked into specific buildings or campuses on certain days. Dispatch Pro follows these rules and skips those technicians for jobs in those zones during that time.
During peak cooling season, you block senior technicians from long-drive industrial parks and far sites. Dispatch Pro keeps them assigned to high-priority local facilities only during that period.
A training technician is blocked from complex equipment changeouts or critical facility work on weekends. Dispatch Pro follows the rule and assigns them to lighter commercial jobs, such as filter changes and basic service, on weekdays only.
How to Prepare?
Have an administrator reach out to Support or your CSM to have Dispatch Pro and Adaptive Capacity enabled for your account.
Confirm Adaptive Capacity and Dispatch Pro are both active in your account.
Review and update technician-to-zone or technician-to-job type rules in Adaptive Capacity.
Train dispatchers on expected behavior after compatibility is enabled.
Monitor assignments in affected zones to validate performance.