Adaptive Capacity overview: Learn how it works

Overview

Adaptive Capacity allows you to manage and optimize resource availability and reporting with advanced features like Capacity Reporting, Adaptive Availability, and Capacity Settings. These tools help you streamline scheduling, reduce errors, and optimize operations to meet your business needs.

Things to know

• 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.

How Adaptive Capacity works

Adaptive Capacity consists of the following features to help you optimize resource planning and job booking:

• Capacity Reporting: The Capacity Report is a customizable view of your capacity at a high level. This gives business owners and managers valuable insights for more effective daily and weekly planning. For more, see Use Advanced Mode in Adaptive Capacity Reporting to plan your week and make manual adjustments.

• Adaptive Availability: Clicking Get Adaptive Availability when booking a job shows you the first available time slots and all other available time slots in an easy-to-use pop-up screen. This helps CSRs determine the best time slot to use when scheduling a job. For more, see:        

  • Use Get Adaptive Availability to book and reschedule jobs with Adaptive Capacity

  • Use Simple Mode in Adaptive Capacity Reporting to plan your week

• Capacity Settings: With Adaptive Capacity settings, you can adjust the availability threshold and calculation defaults. This gives you more control over how Adaptive Capacity works for your business. For more, see Optimize Adaptive Capacity: Configure Basic and Advanced Settings and Optimize Adaptive Capacity: Configure Strategic Rules.

How natural capacity calculation works

Natural capacity comes from your technicians and their eligibility to perform jobs based on your existing setup.

At its core, Adaptive Capacity uses the following calculation to determine availability based on natural capacity:

[Natural Capacity Provided from your business hours or technician shifts] ➖ [Capacity Consumed from scheduled assigned or unassigned jobs and non-job events with timesheets] 🟰 [remaining hours of Natural Open Capacity]

Natural Capacity Provided

These are the available hours from technicians based on your business hours. If your account is configured for Technician Shifts, then Adaptive Capacity uses shifts instead of business hours to determine natural capacity provided, even if no shifts are created.

Note: If Technician Shifts is enabled on your account but no shifts are created, then natural capacity provided will show as 0.

Capacity Consumed

These are the hours consumed from your assigned or unassigned jobs and non-job events with timesheets. Adaptive Capacity makes assumptions about how unassigned jobs consume capacity. When the jobs get assigned, capacity is only consumed for the assigned technician.

Note: If a technician has no shifts but has assigned jobs or non-job events, then capacity may appear overbooked for the technician.

Natural Open Capacity

These are the remaining hours available after capacity consumed is subtracted from natural capacity provided.

Note: Everything in the calculation is considered "natural" unless you apply rules and/or manual adjustments. To specify exceptions in how capacity gets calculated, you can set Adaptive Capacity Rules and apply manual adjustments in Capacity Reporting.

How eligible technicians are determined

After calculating natural capacity, Adaptive Capacity finds eligible technicians for jobs. It does this by looking for matches between the properties of the job and the properties of the technicians, taking the following into consideration:

• Business unit (BU) of the job and BU of the technician. If a technician isn't assigned to a BU, then Adaptive Capacity assumes they're available for all BUs.

• Skill requirement of the job and skills a technician has. If a technician doesn't have the required skills, then they're not eligible for the job.

• Zone of the job and zone of the technician. If a technician isn't assigned to a zone, then Adaptive Capacity assumes they're available for all zones.

After it has a list of qualified technicians, Adaptive Capacity checks the time required to complete the particular job against any existing commitments.

How strategic capacity calculation works

Strategic capacity comes from:

• Rules you create in Adaptive Capacity Settings, which apply a capacity threshold multiplier percentage on your natural capacity.

• Manual adjustments you make in Capacity Reporting, which apply an absolute number on your natural capacity.

To determine strategic capacity, Adaptive Capacity uses the following calculation after it determines availability from natural capacity:

[Natural Capacity from your technicians and their eligibility to perform jobs] ✖️ [Capacity Threshold percentage from Strategic Rules] ➕ or ➖ [Manual Adjustments applied in reporting] 🟰 [Strategic Capacity]

How Capacity Reporting works

You can use Business Unit, Business Unit Group, Job Type, Job Type Group, Shift Type, Skill, Team, Technician, Technician Type, Trade, and Zone attributes to filter and organize Adaptive Capacity. To optimize capacity, configure these in a way that reflects your organization. For more, see:

• Prepare for Adaptive Capacity: Configure core settings and features

• Optimize Adaptive Capacity: Configure Basic and Advanced Settings

Reviewing these attributes in Capacity Reporting allows you to get an accurate grasp of capacity consumption for the area of business you're interested in.

• Business unit: Technicians with an assigned business unit (BU) only contribute capacity to the BU they are assigned to. Technicians with no BU assigned contribute capacity for all BUs. You can control if BUs are considered in Adaptive Capacity Calculation Default Settings.

• Business unit group: If business unit groups are configured for your account, technicians' capacity contributes to the whole group rather than just one BU. You can control if business unit groups are considered in Adaptive Capacity Calculation Default Settings.

• Job type and skill:        

  • Job types with skill requirements can only be worked on by technicians with all the skills required for the job.

  • Job types with no skill requirements can be worked on by all technicians.

  • Job types with no skill requirements that are attached to a BU can be worked on by all technicians assigned to that BU.

  • Job types with no BU are attributed to all BUs.                

    Note: Account configuration is required to use skills. If no skills are involved, then all technicians can perform all job types as long as their BU matches.

• Shift type: If Technician Shifts is configured for your account, 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 in ServiceTitan. Regular and On Call shifts are considered available, but you can use additional filters if you only want to consider normal shifts. You can control if On Call shifts are considered in Adaptive Capacity Calculation Default Settings.

• Technician: Each technician can have assigned values, such as skills and BUs, which in turn mark them as eligible for certain job types.

• Technician type: Denotes whether the technician is managed or non-managed. You can control if non-managed technicians are considered in Adaptive Capacity Calculation Default Settings.

• Trade: If you aren't able to use BU groups, you can use trades within a BU to help with grouping.

• Zone: Technicians assigned to zones only contribute capacity to the zones they're assigned to. Technicians who aren't assigned to zones contribute capacity to all zones. You can control if zones are considered in Adaptive Capacity Calculation Default Settings.

Note: If you're not seeing attributes in Capacity Reporting the way you'd expect, check technician assignments and your settings for the attribute in question. Under Setup Hierarchies, click Settings . Then, under Attributes for Levels, click Settings for the attribute to navigate to its configuration screen. You may need to have your account configured by Technical Support for certain attributes, like skills.

Want to learn more?

• Visit ServiceTitan Academy and enroll in Getting Started with Adaptive Capacity

• See Adaptive Capacity: Basic setup

• See Adaptive Capacity: Advanced setup

• See Adaptive Capacity FAQ