This improvement adds a configurable Minimum Booking Lead Time to Adaptive Capacity so CSRs only see arrival windows with enough time remaining for dispatch and travel.
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What's changing?
Previously, Adaptive Capacity had no built-in way to block bookings into arrival windows that were almost over. A CSR could book a job into a window ending in 5 minutes, leaving little or no time for dispatch and travel to the site. Administrators could try to work around this using the Availability Threshold or a Relative Date Range rule, but those options were either too broad or too aggressive for most shops. The new Minimum Booking Lead Time setting lets administrators configure an exact buffer time in minutes. When enabled, any arrival window whose end time falls within the configured buffer is hidden from CSRs during booking. Arrival windows beyond the buffer remain available, and existing configurations are not affected until an administrator chooses to turn the setting on.
Resources
Before and After
Before (Current)
A customer calls to book a same-day job.
A CSR opens the Adaptive Capacity booking screen and sees all available arrival windows, including windows ending in the next few minutes.
The CSR books a job into a window ending in 15 minutes.
Dispatch has very little time to assign a technician and route to the job.
Impact: Last-minute bookings into near-closed arrival windows can result in missed or delayed jobs and unnecessary dispatch pressure.
After
An administrator goes to Settings, opens Adaptive Capacity Configuration, selects the Advanced Settings tab, and enables the Minimum Booking Lead Time toggle.
The administrator enters a buffer time in minutes (for example, 30) and saves the setting.
A customer calls to book a same-day job.
The CSR opens the booking screen and sees only arrival windows with at least 30 minutes remaining before they close.
Arrival windows with fewer than 30 minutes remaining do not appear.
Impact: Arrival windows with insufficient time remaining are automatically removed from the CSR booking screen, giving dispatch enough time to assign technicians and get them on their way before the window closes.
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 customer calls at 3:50 PM to book a same-day visit. The shop has a 2–4 PM arrival window that ends in 10 minutes. With a 30-minute minimum booking lead time enabled, that window no longer appears for CSRs, and the customer is booked into the next available window instead.
A plumbing company wants to protect their last same-day window, which ends at 6 PM, from being booked less than an hour out. Setting a 60-minute minimum booking lead time keeps that window available only for bookings made well before it closes.
Commercial Service and Replacement
A commercial account coordinator calls to book a service visit during a window ending at 2:30 PM. With a 20-minute buffer set, that window is hidden once 20 minutes remain, preventing the shop from committing to a window they cannot fulfill.
A facilities team books HVAC service calls through a CSR. The shop enables a minimum booking lead time so technicians arriving at large commercial buildings have adequate time for check-in and staging after they are dispatched.
A commercial refrigeration company sets a 30-minute minimum booking lead time to prevent CSRs from booking emergency calls into arrival windows that are already nearly over, keeping the afternoon schedule realistic for dispatchers.
How to prepare
Confirm which administrators in your organization manage Adaptive Capacity configuration settings.
Identify job types or time periods where last-minute bookings have caused dispatch problems or resulted in missed arrival windows.
Decide on a buffer time in minutes that gives your team enough lead time to dispatch and travel before an arrival window closes. A 15–30 minute buffer is a reasonable starting point for most shops.
Have an administrator enable the Minimum Booking Lead Time setting in Settings under Adaptive Capacity Configuration, on the Advanced Settings tab, below the Availability Threshold section.
Bookmark any knowledge base articles or Academy videos for team training.