Overview
ServiceTitan's Adjustable Capacity Planning (ACP) feature helps customer service representatives (CSRs) book jobs while considering current technician capacity. ACP shows the capacity percentage and number of available technicians for a selected time or arrival window. This facilitates optimal job booking with live capacity data.
Who uses this feature
Managers, CSRs, and dispatchers
Primarily benefits Residential Service and Replacement business types
Applies to all trades
Feature configuration
Account configuration is required to use this feature. Please contact Technical Support for details.
Things to know
ACP is compatible with Call Scripts.
Dispatchers and Managers can use ACP to see how many hours of work are booked or available at any given time. Office employees with the correct permissions can then manually adjust capacity to deliberately overbook or reserve capacity.
Although ACP is intended to replace Open Capacity Planning, you don't need to choose between them. Both can run at the same time without issue. To learn more about the legacy Open Capacity Planning feature, see Book the ideal number of jobs with Open Capacity Planning and Set up Open Capacity Planning.
How Adjustable Capacity Planning (ACP) works
After you set it up, ACP determines the capacity for each Business Unit or Business Unit Group. A Business Unit Group is made up of one or more Business Units that are grouped together into a cooperative unit. Most companies group their Business Units by operational area and business type.
When CSRs book a job, they use information supplied by the homeowner to determine the Job Type, the Business Unit it should be assigned to, and the Start Date and Time or Arrival Window of the job. After those details are entered for the job, the CSR can click Get Availability for ACP to recommend for or against a particular time slot. After the job is booked, the capacity is deducted from the matching Business Unit or Business Unit Group.
The main goal of ACP is to help your business book the right number of jobs each day—not too many, and not too few. This makes your business more efficient and leads to better outcomes for you and your customers, as fewer jobs need to be rescheduled.
How ACP capacity calculation works
We recommend that you only enable ACP if it aligns with your business processes and needs. Understanding the way capacity is calculated is an important factor in determining if ACP is right for you.
Capacity is calculated separately for every time slot or arrival window, if you use arrival windows. ServiceTitan calculates available capacity per time slot/arrival window as follows:
([Total slot/window capacity] ➖ [Available slot/window capacity]) ➗ [Total slot/window capacity] 🟰 [% full]
Note: Available slot capacity is calculated by the sum of all available time for the technicians in the slot + any manual adjustments to capacity or to business unit group base capacity - unassigned duration hours - below threshold hours + base capacity.
Total slot capacity is calculated by the sum of all initial available time for the technicians in the slot + any manual adjustments to capacity or to business unit group base capacity + base capacity.
Things to know:
ACP uses Technician Shifts to look for every technician that has an available shift during that time slot.
On-call shifts are considered emergency-only and do not count towards the total available hours.
If a block of time is smaller than the availability threshold for a time slot, then it isn't added to the total capacity for that time slot. This accounts for driving time, breaks, and other small windows of time during which a technician can't perform meaningful work.
ACP always considers technicians unavailable when they're on a job or non-job event.
Any manual adjustments made by office employees with the correct permissions are applied last. Manually added capacity hours are treated as if they come from a dummy technician. A dummy technician's maximum capacity equals the length of the time slot. If the amount of added capacity hours exceeds the length of the time slot, a second dummy technician is created, then a third, and so on.
Business Units can't be deleted from capacity settings, but you can deactivate a Business Unit to hide it from the Capacity Planning Board. You can also ungroup a Business Unit Group, which removes it from the Capacity Planning Board list.
How Manual Adjustment mode works
Manual Adjustment is the default setup for ACP. It allows you to manually adjust capacity up or down for an arrival window and also define base capacity up or down.
You can find an enable Manual Adjustment mode in Settings > Capacity Planning > Configuration. On the Capacity Configuration screen, go to the Capacity Enhancement section and select Manual Adjustment.
When you use Manual Adjustment, ServiceTitan calculates available capacity per time slot/arrival window as follows:
Total hours of "Available" technician shifts
+
Base capacity
-
Availability threshold
+/-
Manual adjustments
-
Job durations
________________________________
= Capacity per time slot/arrival window in hours
For example, if you have a total of 10 technicians, but 2 are already booked, then you have 16 hours of "Available" technician shifts (8 available technicians * 2 hours of availability per technician = 16 total hours of "Available" technician shifts).
Let's also say that you have your base capacity set to -2 because it is a really hot day, so you manually deduct an extra 2 hours to reserve another technician's time. In addition, your Availability Threshold is set to 60 minutes to account for driving time and bathroom breaks. One of the booked technicians finished a job 30 minutes early but has another one that starts at the top of the hour.
Your total adjustable capacity for this arrival window would be 12 hours.
Here is how this example looks when plugged into the formula above:
20 total hours of "Available" technician shifts
+
-2 Base Capacity (to reserve one technician for emergencies)
-
0.5 hour for Availability threshold
+/-
-2 Manual adjustments (to reserve another technician since it is really hot)
-
3.5-hour job durations (one tech finished early)
_______________________________
= 12 hours of capacity per time slot/arrival window
How Skills mode works
Skills mode takes into account unassigned jobs that require the same skills. On the Get Availability screen, Skills mode splits up technicians with required skills and without. This helps CSRs quickly find the right technician to do a job.
You can find an enable Skills mode in Settings > Capacity Planning > Configuration. On the Capacity Configuration screen, go to the Capacity Enhancement section and select Skills.
Note: You can choose to use either Manual Adjustment mode or Skills mode, but not both together.
ACP uses two levels of checks to make sure technicians are available when more than one skill is needed for the job:
First level: ACP checks if there is availability for all skills together.
Second level: ACP checks if each skill has availability separately.
When you use Skills mode, ServiceTitan calculates available capacity with the same formula, except without manual adjustments:
Total hours of "Available" technician shifts
+
Base capacity
-
Availability threshold
-
Job durations
________________________________
= Capacity per time slot/arrival window in hours
Want to learn more?
Visit ServiceTitan Academy and enroll in Introduction to Adjustable Capacity Planning (ACP)