Optimize Adaptive Capacity: Configure Basic and Advanced Settings

Overview

After you've learned how Adaptive Capacity works and determined your account setup, you can configure additional settings and rules to customize it. This gives you more control over how Adaptive Capacity works for your business.

With Basic and Advanced Settings, you can adjust calculation defaults, technician exclusions, availability threshold, tag selections, and set a warning for Exceeding Natural Capacity.

Things to know

• If needed, you can download an audit trail report of the edits made in Adaptive Capacity Basic and Advanced Settings. The exported .csv file shows you who made changes and when. 

Open Adaptive Capacity Settings

Go to Settings then select Basic Settings or Advanced Settings.

Choose settings that match your business's dispatch practice with how Adaptive Capacity calculates your availability. This helps to reduce the mental load on CSRs during job booking, enabling smoother, more accurate scheduling.

Settings you can configure include:

• Calculation Defaults

• Technician Exclusions

• Get Adaptive Availability Preference

• Availability Threshold

• Tag Selections

• Warning for Exceeding Natural Capacity

Configure Basic Settings: Calculation Defaults

Calculation Defaults tell Adaptive Capacity which types of hours produced are considered or ignored in the Capacity Provided part of its calculation and which filters are used in availability calculations.

Note: Calculation Default Settings also apply to Capacity Reporting:

• Zone and Business Unit filters in the report only work if you have these attributes included in Calculation Default Settings.

• Unmanaged Technician Type and On Call Shifts filters in Capacity Reporting work regardless of whether they're included or excluded in Calculation Default Settings.

You can turn on or off the following toggles in Calculation Default Settings:

• Default to include Non-Managed Technicians' Capacity in Availability Calculation: Include non-managed technician availability in Get Adaptive Availability.

• Default to include On Call Technician Shifts in Availability Calculation: Include On-Call shifts in addition to Regular shifts in the availability calculation.        

  Note: Account configuration is required to see and use this setting for Technician Shifts. Please contact your CSM or Technical Support for details.

• Default to include Zones in Availability Calculation: Include zones in the availability calculation. This limits technician availability to only the zone they're assigned to. Keep this setting off if you want technicians to be available for all jobs, regardless of the zone.        

  Note: If a technician isn't assigned to a zone, then Adaptive Capacity assumes they're available for all zones.

• Default to include Business Units in Availability Calculation: Include business units (BUs) in the availability calculation. This limits technician availability to only the BU they're assigned to. Keep this setting off if you want technicians to be available for all jobs, regardless of the BU.        

  Note: If a technician isn't assigned to a BU, then Adaptive Capacity assumes they're available for all BUs.

• Default to honor Business Unit Groups over Business Units: Include business unit groups instead of individual BUs in the availability calculation. This limits technician availability to the business unit group they're included in. Keep this setting off if you want technicians to be available for all jobs, regardless of the business unit group.        

  Note: Business Unit Groups must be configured for your account and the Default to include Business Units in Availability Calculation setting must be enabled for this filter to work during job booking.

Configure Basic Settings: Technician Exclusions

If needed, you can exclude specific technicians entirely from capacity calculations. This prevents these technicians from inadvertently affecting the overall capacity pool.

Configure Basic Settings: Get Adaptive Availability Preference

If your account is configured for it, you can turn on the Display drive time and assign technicians during booking toggle. This allows CSRs to view drive time, stop counts, and available technicians before assigning a time slot to a technician in Get Adaptive Availability.

For more, see Optimize routing with drive time and technician assignment in Get Adaptive Availability.

Configure Advanced Settings: Availability Threshold

Turn on the Apply Availability Threshold toggle to add buffer time between jobs.

For example, the job duration set on your job types is two hours so you add 30 minutes to your availability threshold. This means adaptive capacity will look for a two and a half hour duration to show a time slot as available.

Note: If you turn on the Display drive time and assign technicians during booking toggle in Basic Settings, the Availability Threshold setting is disabled. This is because drive time will be dynamically calculated.

Configure Advanced Settings: Tag Selections

Select relevant tags—indicating job priority or membership status, for example—for Adaptive Capacity calculations. After you add and save tag selections, you can leverage them for reporting filters and strategic rule conditions.

Configure Advanced Settings: Warning for Exceeding Natural Capacity

Display a warning in Get Adaptive Availability for open time slots that have reached natural capacity but remain available due to strategic rules or adjustments.

Note: For more on how natural capacity works, see the How the availability calculation works section of Adaptive Capacity overview: Learn how it works.

You can choose to turn on the following toggles:

• Display Exceeding Natural Capacity Warning: Show a warning on the Get Availability screen when a time slot doesn't have enough available technicians.

• Allow CSR to Override the Warning: Allow office employees to override the warning and book jobs using a time slot that doesn't have enough available technicians. 

Want to learn more?

• Visit ServiceTitan Academy and enroll in Optimizing Adaptive Capacity for Managers

• See Adaptive Capacity overview: Learn how it works

• See Prepare for Adaptive Capacity: Configure core settings and features

• See Optimize Adaptive Capacity: Configure Strategic Rules

• See Adaptive Capacity FAQ