Manage job booking with Adjustable Capacity Planning (ACP)

Overview

Adjustable Capacity Planning (ACP) allows customer service representatives (CSRs) to see additional information that helps them determine the best arrival window for a job. With ACP, CSRs can view availability while:

• Booking a job

• Rescheduling a job

• Booking a recurring service event

• Booking a recall job

• Booking a Technician-Generated Lead job

Things to know

• When you book a job, make sure that the job duration includes drive time and any other kind of buffer for breaks. This ensures accurate capacity calculation.

• If your business operates across multiple time zones, we recommend you contact Technical Support to configure your account so that the capacity displays the correct time zone.

• If a CSR did not click Get Availability before scheduling or rescheduling a job, or if they clicked Get Availability but have scheduled the job manually, technicians will see a warning added to the job's audit trail.

Book a job with ACP

You can book a job with Adjustable Capacity Planning (ACP) during call booking:

1. Go to the Overview section.

2. From the Job Type dropdown, select the job type you want. For example, Script.

3. From the Business unit dropdown, select the business unit you want. For example, Plumbing-Install.

4. From the Marketing Campaign dropdown, select the campaign you want. For example, Google.

5. Click Get Availability.         

   Note: If you use the Custom Arrival Windows view, the Get Availability button will be above Start Date. If you use Arrival Windows, the Get Availability button will be next to Arrival Windows.

The Get Availability window shows a list of available arrival windows for that particular job and the number of technicians available per arrival window.

Note: Depending on your view settings, each card can represent business hours, custom arrival windows, hour-long blocks, or two-hour-long blocks.

You can also reschedule a job with ACP. While rescheduling a job, click Get Availability to see the time slots along with availability.

While booking a recurring service event, a recall job, or a Technician-Generated Lead job, click Get Availability to see the time slots and availability.

After you book a job using ACP, you see it listed in the job audit trail. This provides helpful insight to Dispatchers and Managers who want to check which jobs were scheduled using ACP.

See available technicians

Technicians are considered available if they have an unobstructed available shift equal to or greater than the job type duration. For example, an 8-hour job considers that the technician has no other commitments for 8 straight hours.

To see a breakdown of how the capacity figure was derived, hover over any time slot and click the Info icon.

At the top of the Availability Summary screen that opens, you see one of the following icons:

• Available: This means technicians are available for the selected time slot and job. 

• Fully Booked: This means the selected job and current unassigned job hours are greater than the available technician time. 

The Job Details section of the Availability Summary shows the Job Type, Required Skills, Business Unit Group, and Job Duration for the job.

Below the Job Details section are information panels for the number of technicians available:

• When using ACP with Capacity Enhancement set to Skills, you see available technicians with and without required skills to help you choose the best technician for the job. 

• When using ACP with Capacity Enhancement set to Manual Adjustment, pick from the list of technicians that matches the skill and availability requirements of the job type. 

The fields listed under the Availability Summary in the Technician Available information panels can include:

• Technician Availability: Total technician hours minus the booked/unavailable hours.

• Technician Time: The technician time that has been assigned to a job for this arrival window, job type, and day.

• Added By Your Manager: Shows when Capacity Configuration > Capacity Enhancement > Manual Adjustment is enabled and hours have been manually added to the arrival window on the Capacity Planning board.

• Subtracted By Your Manager: Shows when Capacity Configuration > Capacity Enhancement > Manual Adjustment is enabled and hours have been manually removed from an arrival window on the Capacity Planning board.

• Added Automatically for Work Outside Shifts: Shows when a technician is assigned to a job that overlaps an arrival window and it goes outside of their scheduled shifts.

• Added Base Capacity: Shows when Capacity Configuration > Capacity Enhancement > Manual Adjustment is enabled and a business unit group has added base capacity.

• Subtracted Base Capacity: Shows when Capacity Configuration > Capacity Enhancement > Manual Adjustment is enabled and a business unit group has removed base capacity.

• Unusable Time Below Availability Threshold: Shows when the time remaining in the arrival window is less than the availability threshold set.

• Unassigned Jobs in Timeslot: Shows when unassigned jobs have been booked in the given arrival window.        

  Note: When you use Skills mode, Unassigned Jobs in Timeslot is displayed in both the Technicians Available With Required Skill(s) section and the Technicians Available Without Required Skill(s) section. This is because ACP doesn't have an exact way to determine which technician will actually work the unassigned job.

The table columns in the information panels include:

• Available Now: The Available Now column displays current window availability. If a technician doesn't have enough available time to complete an entire job, you see Not Enough Time in the Available Now column for that technician.

• Skills: The Skills column lists the skills assigned to a technician that match the skills needed for the job.

• Details: The Details column specifies availability for the next window. 

Note: If none of the time slots are good for your business or you have some other reason not to use them, you can book a job manually. After the job is booked, the capacity is deducted from the matching time slot of the matching business unit group.

Resolve issues with ACP

If you think that something is wrong with the list of available arrival windows, you can resolve the issue:

1. Hover over any time slot and click the Info icon. The technician's availability summary opens.

2. Click Report an Issue. 

3. On the Report an Issue window that opens, complete the form.

4. When finished, click Submit. 

After you click Submit, a snapshot of your Dispatch Board and Arrival Windows are sent to ServiceTitan. The ServiceTitan support team troubleshoots the issue and follows up with you to resolve it.

Want to learn more?

• Visit ServiceTitan Academy and enroll in Introduction to Adjustable Capacity Planning (ACP)

• See Adjustable Capacity Planning overview

• See Set up Adjustable Capacity Planning (ACP)

• See Manually adjust Capacity Planning (ACP)