This improvement to Get Adaptive Availability displays each technician's earliest possible start time directly in the assignment dropdown, helping CSRs choose the right technician and give customers more precise arrival estimates.
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What's changing?
Previously, the technician assignment dropdown in Get Adaptive Availability showed each technician's name and, where applicable, a drive time chip — but gave no indication of when each technician could actually start a job within the selected arrival window. Now, each technician entry also includes a start time chip (for example, "9:30 AM Start") displayed alongside any existing chips such as drive time. CSRs can compare start times at a glance before making an assignment decision.
Before and After
Before (Current)
Open Get Adaptive Availability to book a job and select an arrival window.
Open the technician assignment dropdown.
Review the list of technicians, each showing a name and drive time chip where applicable.
Select a technician without knowing which can arrive earliest within the arrival window.
Relay a general arrival window to the customer.
Impact: CSRs have limited information when choosing a technician, making it harder to set precise expectations or prioritize the technician most likely to arrive first.
Try the current workflow in your account
After
Open Get Adaptive Availability to book a job and select an arrival window.
Open the technician assignment dropdown.
Review the list of technicians — each entry now shows a start time chip (for example, "9:30 AM Start") alongside the drive time chip.
Identify which technician can begin the job earliest within the selected window.
Select the best-fit technician and relay a more informed estimate to the customer.
Impact: CSRs can instantly compare start times across all available technicians, enabling more confident assignment decisions and more precise verbal estimates during booking.
Test the changes in the NEXT environment.
Who uses this feature
Residential Service and Replacement
CSRs
Region availability: All Regions
How it works for your industry
Residential Service and Replacement
A customer calls to book a HVAC service visit and asks for the "earliest possible" technician within an 8 AM–12 PM window. A CSR opens the technician dropdown, spots the start time chips for each available technician, and selects the one showing "8:00 AM Start" — meeting the customer's request without any back-and-forth with dispatch.
A plumbing company is booking several jobs with overlapping arrival windows on the same morning. A CSR uses the start time chips to match early-start technicians to customers who need someone on-site first thing, and assigns later-start technicians to mid-morning windows — distributing the workload without guessing at availability.
A CSR is rescheduling a job for a customer who expressed frustration with a previous late arrival. Using the start time chip, the CSR identifies and assigns the technician with the earliest available start within the requested window, and gives the customer a more confident time estimate before ending the call.
How to prepare?
Confirm that your team uses Get Adaptive Availability for job booking, and has turned on the configuration for Display drive time and assign technicians during booking in Adaptive Capacity basic settings. This improvement is available automatically to all accounts with Get Adaptive Availability active — no additional setup is required.
Identify job types or customer segments in your workflow where start time visibility has the greatest impact — such as time-sensitive service calls or arrival-window commitments made during booking.
Notify your CSR team that the technician assignment dropdown now includes a start time chip for each technician. Train CSRs to use this chip when customers request early arrivals or when choosing between technicians with similar drive times.
Align with your dispatch team on when to prioritize start time versus drive time when making technician assignments, particularly for same-day and early-morning bookings.
Bookmark this knowledge base article for your team: Optimize routing with drive time and technician assignment in Get Adaptive Availability