Custom Capacity

Overview

With Custom Capacity, you can have a more tailored scheduling experience by defining capacity based on specific factors that fit your business needs. Custom Capacity builds out time slots based on business hours, but you can further customize it to better align with your business needs.

You can set up capacity using two different approaches: by technician availability or by specifying an explicit appointment count per time slot. Additionally, capacity can be further customized by trade or job type.

Set up Custom Capacity

1. Go to the top and click Settings .

2. In the side panel, click Integrations > Marketing Integrations.

3. On the Marketing Integrations screen that opens, click Edit next to the Scheduling Pro integration.

4. Within WorkConnect, click More> Edit on your scheduler.

5. From your Scheduler, on the Capacity section, click Edit .
   

6. Choose the Custom Capacity option from capacity selection.

7. Click Proceed on the Customizing your capacity warning banner after reviewing.

   
   

Time Slots and Capacity

The default setup for custom capacity is within Time Slots and Capacity. Time slots are based on your business hours to start, but can be freely customized. You can also add new time slots by clicking Add Capacity Assignment and delete or edit existing ones by clicking on the trash or pencil icon next to each one.

With this option, you can control capacity by setting the number of available appointments for each trade or job type in each time slot. This lets you set an explicit number of appointments for each time slot if you do not want Scheduling Pro to consider technicians’ schedules.

Note: The explicit number of available appointments is set in the Capacity field in the Time Slots and Capacity table.

• Add Capacity Assignment: To add time slots with capacity, fill out the following fields and click Add:
  

  • Trade: Select the trade you want to include in this slot from the dropdown.

    Note: If Set capacity by job type is enabled, the dropdown shows job types. Otherwise, it shows trades by default.

  • Time Slot Name: Name your time slot as you want your customer to see it. For example, you can use Morning and Afternoon.  By default, this field is blank and the time slot start and end time are shown to your customers. 

  • Start and End Time: Show appointment’s arrival window.

    Note: After a timeslot start time begins, it’s no longer available for booking, even if it’s an all-day slot. For example, if a slot starts at 8 AM and you check the scheduler at 8:01 AM, the 8 AM slot won’t be available, regardless if  the time slot is from 8 AM to 10 AM or all day long.

  • Days: Select the days of the week when this time slot is available.

  • Capacity: Available appointment counts.

    Note: If the Calculate capacity based on technicians option is enabled, you cannot set appointment counts in Time Slots and Capacity > Capacity. Instead, the maximum number of appointments is calculated automatically based on the technicians assigned to that trade or job types in the Technician Mapping section.

In addition to default time slots and capacity, you can further customize capacity based on technician availability as well as trades or job types.

Calculate capacity based on technicians

1. From the Capacity Mode section, enable Calculate capacity based on technicians toggle.
   

2. In the Technician Mapping table, click the Technician dropdown next to each trade to assign technician.

3. From the Technician dropdown list, select the technicians that can work in each trade.

4. After selecting the technicians, click Apply.

With technician capacity, Scheduling Pro calculates availability by counting the total number of jobs already assigned to qualified technicians in a time slot and comparing it to the number of total qualified technicians. If there are enough available technicians, it shows availability; otherwise, it doesn't. 

Note: Scheduling Pro jobs aren’t automatically assigned to these technicians. However, if you want specific technicians assigned to certain jobs, you can configure the Technician Rules accordingly in Services Offered >  Advanced Settings > Add Technician Rules.

Set capacity by job type

Configure your capacity based on job type instead of trade. This allows you to assign your technicians to one or more job types from the Technician Mapping section.

1. From the Capacity Mode section, enable Set capacity by job type toggle.
   

2. In the Technician Mapping table, click Add Technician mapping.
   

3. Select the job type you want to map from the Job Type dropdown.

   Note: If the Set capacity by job type option is disabled, the dropdown shows trades by default as shown in the Calculate capacity based on technicians section and you can only map technicians to each trade.

4. Click Apply.

5. Now select the technicians you want to map to that job type selected above from the Technician dropdown.

6. Click Apply.

   Note: You can select and deselect the job types and technician in the dropdown by either clicking All or None.

7. After selecting both job types and technicians click Save.

8. From the Technician dropdown list, select the technicians that can work in each trade.

   Note: The number of technicians selected in each trade determines the number of appointments available in each time slot for that trade.

9. After selecting the technicians, click Apply.
   

Important

If the Set capacity by job type option is enabled, make sure that all job types in your scheduler are included in technician mapping. Any job type not covered in your technician mapping and time slots won’t show as available in the scheduler. 
We recommend building out your scheduler by job type only if you need a deep level of control. Otherwise, this method can get very complex to manage and you can run the risk of potentially blocking availability to your customers. We generally recommend starting with a simple setup and configuring your scheduler from there, as needed.

Additional settings

Use the following settings to further customize Custom Capacity and optimize scheduling efficiency.

Refresh Time Slots: Reset your time slots to match the default business hours set in ServiceTitan (Settings > Business Hours). This removes any Custom Capacity settings that you’ve already configured and revert to the default setup.

Include non-job events when calculating capacity: When enabled, non-job events are included in capacity calculations, reducing available capacity. These events appear as dark gray blockers on your Dispatch Board.

Capacity Threshold: Configure your capacity based on your business strategy. Use the slider to adjust your capacity threshold in increments of 25%. 

• For example, if you set the slider to 50%, Scheduling Pro only books up to half of your max capacity based on the number of qualified technicians you’ve mapped, rounded up. So, if you have seven Heating & Cooling technicians, Scheduling Pro only books up to four appointments in a given slot. 

After setting up these additional configurations, click Done to save your changes.

Wanna learn more?

• See Scheduling Pro

• Visit ServiceTitan Academy and enroll in Get More Jobs with Scheduling Pro