This improvement lets administrators at companies without Dispatch Pro set a maximum drive time threshold directly in Adaptive Capacity settings, so that Customer Service Representatives (CSRs) only see available slots where technicians can realistically arrive on time.
Note: If your company uses Dispatch Pro, Adaptive Capacity automatically uses Dispatch Pro's max drive time setting to show or hide availability based on drive time.
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What's changing?
Before, companies that did not use Dispatch Pro had no way to cap drive time in Adaptive Capacity's Get Adaptive Availability. As a result, Adaptive Capacity showed all available time slots regardless of how long the drive would take — sometimes over two hours — and CSRs would book those jobs without realizing the drive time was unreasonable. Now, administrators can set a Max Drive Time Threshold (10–240 minutes) directly in Adaptive Capacity settings. Any time slot where the required drive time exceeds that limit is automatically hidden from Get Adaptive Availability, and the reason appears in the Scheduling Availability Details flyout.
Resources
Before and After
Before (Current)
A CSR opens Get Adaptive Availability to book a job.
Adaptive Capacity displays all open time slots, including slots where the technician would need to drive two or more hours.
The CSR books a slot without knowing the drive time is unrealistic.
The dispatcher or technician discovers the problem after the job is already scheduled.
The team scrambles to reschedule or absorb the cost of an overextended dispatch.
Impact: Overbooked drive times lead to late arrivals, missed appointments, and operational strain on dispatchers and technicians.
Try the current workflow in your account.
After
An administrator sets the Max Drive Time Threshold (for example, 60 minutes) in Adaptive Capacity settings under the Drive Time section.
A CSR opens Get Adaptive Availability to book a job.
Adaptive Capacity automatically hides any time slots where the required drive time exceeds 60 minutes.
The CSR selects from only realistic, within-range availability windows.
If a CSR or dispatcher checks the Scheduling Availability Details flyout on an unavailable slot, the reason for the restriction is displayed.
Impact: CSRs book only jobs that technicians can realistically fulfill, reducing over-extended dispatches and improving on-time performance.
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
An HVAC company administrator sets a 45-minute Max Drive Time Threshold in Adaptive Capacity settings. When a CSR books an air conditioning tune-up, slots requiring more than a 45-minute drive are automatically hidden, keeping the schedule tight and technicians on time.
A plumbing company wants to reduce technician burnout. After setting a 30-minute drive time limit, CSRs no longer see far-out slots for water heater replacements, and the dispatch board can be easily route optimized.
How to Prepare?
Identify a realistic drive time limit for your service area and business type. Consider your average job density, technician locations, and peak-hour traffic patterns.
Have an administrator navigate to Adaptive Capacity settings and enter the Max Drive Time Threshold (10–240 minutes) in the Get Adaptive Availability Preference section. This field is only visible when Dispatch Pro is not enabled, and "Display drive time and assign technicians during booking" is toggled on.
Train CSRs and dispatchers on the change: slots that exceed the drive time limit will no longer appear in Get Adaptive Availability. Let them know they can view the reason a slot is hidden in the Scheduling Availability Details flyout.