Prepare for Adaptive Capacity: Configure core settings and features

  • Updated on Apr 25, 2026
  • Published on Mar 14, 2026
  • 5 minute(s) read
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Overview

Now that you know how Adaptive Capacity works, make sure technician profiles and business hours are set up so Adaptive Capacity has a base for calculating capacity. If you want Adaptive Capacity to be more specific, configure additional features such as Arrival Windows, Technician Shifts, and more.

Tip: Use this setup checklist as a step-by-step guide for successfully getting started with Adaptive Capacity.

Who uses this feature

  • Administrators, owners, and managers

  • Primarily benefits Residential Service and Commercial Service business types

  • Applies to all trades

Feature configuration

  • Account configuration is required to use this feature. Please reach out to your Customer Success Manager (CSM) to get access.

  • Permissions are required to use certain Adaptive Capacity features. Please contact the account administrator on your team.

Things to know

  • To get the most out of Adaptive Capacity:

    • Set up technician profiles: Active technician profiles are required for Adaptive Capacity to calculate and show your capacity.

    • Define time frames: If your account is configured for Arrival Windows, Adaptive Capacity uses your arrival windows for the Natural Capacity Provided portion of its calculation and you can Set Time Frame based on > Arrival Windows in Capacity Reporting for time slots. If Arrival Windows is not configured for your account, the calculation and reporting time slots default to your business hours.

    • Define technician availability: If your account is configured for Technician Shifts, availability is based on shifts, even if no shifts are created. If Technician Shifts is not configured for your account, availability defaults to your business hours. Technicians are considered available during business hours.

  • If your account is configured to Set technician zone using gps, we recommend asking your account administrator or Technical Support to disable this feature before using Adaptive Capacity. This is because GPS-based zone assignments change frequently, which makes it difficult to track zone-based capacity in Adaptive Capacity.

Basic configuration

At minimum, the following features are required to use Adaptive Capacity:

Intermediate configuration

For additional optimization, set up and configure the following features:

  • Arrival Windows: This allows Adaptive Capacity to use arrival windows instead of business hours for the Natural Capacity Provided portion of its calculation. It also allows you to Set Time Frame based on > Arrival Windows in Capacity Reporting, which changes the time slots shown to arrival windows instead of business hours.

  • Technician Shifts: This allows Adaptive Capacity to consider shifts instead of business hours for the Natural Capacity Provided portion of its calculation. Make sure to create and maintain Regular, On-Call, Overnight, and Time Off shifts for precise calculation.

Note: If Technician Shifts is enabled on your account but no shifts are created, then the Natural Capacity Provided portion of the calculation will be 0.

Advanced configuration

If you want to get more granularity out of Adaptive Capacity, you can set up and configure additional features, but you don't need to do this right away.

Before getting started, think about your capacity source, capacity consumers, and most importantly, what factors you typically consider when you determine whether a technician is suitable to perform a specific job. A good approach is to start simple and continuously evolve how you manage these attributes.

For example, do you care more about the capacity being consumed based on zones? Or do you care more about the skill set of the technicians fitting the job type description?

Additional features you can set up include:

  • Business units: If the one-to-one mapping between technicians and business units (BUs) works well for your business, then BUs are a helpful tool to filter Capacity Reporting. For the best accuracy, make sure your BUs are tied to technicians and job types.

  • Job types: Create job types that differ in value, urgency, duration, and what kind of technicians can perform the job. Start simple to avoid unintentionally removing capacity with restrictive job types. For the best accuracy, make sure your job types are tied to BUs and skills. Recommendations:

    • General tips: Split your best opportunities into separate job types. This gives you more granular control when creating rules or manual adjustments.

    • Tips for equipment-driven trades: Use the type and age of the equipment as a basis for your job types. This helps to identify replacement opportunities. For example, HVAC No Cool <10, HVAC No Cool 10+, and so on.

    • Tips for age-of-building-driven trades: Use the type and age of the building as a basis for your job types. This helps to identify service opportunities. For example, Plumbing Pipe Leak <25, Plumbing Pipe Leak 25+, and so on.

      Note: If you don't set a duration for your job types, the default set by the system is two hours.

  • Job type groups: If job type groups are configured for your account, you can view capacity by job type group in Capacity Reporting and set strategic capacity rules based on these groups.

  • Skills: Start simple to avoid unintentionally removing capacity with restrictive skills. Only create rare skills for job specific things like HVAC Boiler, Plumbing Tankless Water Heater, and so on. Consider using skills for truck equipment or special abilities, like Ladder or Spanish for Spanish speaking technicians. For the best accuracy, make sure your skills are tied to technicians and job types. Recommendations:

    • Tips for companies with less than 20 technicians: Start with basic groupings like Maintenance, Service, Sales, and Install for each trade.

    • Tips for companies with more than 20 technicians: Add levels to differentiate the skill level. For example, Maintenance Level 1, Maintenance Level 2, Service Level 1, Service Level 2, and so on.

    • Tips for mixed-trade companies: Create the same skills per trade. For example, Plumbing Maintenance Level 1, Plumbing Maintenance Level 2, HVAC Service Level 1, HVAC Service Level 2, and so on.

  • Trades: Trades are attached to business units. If your business works in multiple trades, this is another way to filter Capacity Reporting.

  • Zones: If your technicians are limited to working in certain areas, you have a large service area, or you have technicians that rotate which days they work in different areas, consider setting up zones to filter Capacity Reporting. For the best accuracy, make sure your zones are tied to BUs.

Here's an example of how these attributes could map to each other:

Note: These features are not required to use Adaptive Capacity, but they can be helpful if you want Capacity Reporting to be very specific. These features also help with scheduling, dispatching, and downstream reporting.

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