Capacity Points View

Use the Capacity Points View to monitor workforce capacity by region, task type, date, and appointment slot or appointment window.

In the Points View, one point represents the capacity for one technician to complete one task during a specific appointment slot or appointment window.

The module helps you:

• View forecasted, used, manual, and available capacity.
• Identify future capacity shortages.
• Manually add capacity through capacity requests.
• Control appointment availability in the customer portal.

Understand points

Points represent appointment availability for customers. When available capacity exists for an appointment slot or appointment window, customers can select that time when booking appointments.

If available capacity reaches zero, the appointment option is unavailable for booking.

Configure appointment availability

Appointment booking settings determine which appointment slots or appointment windows appear in the Points View.

The appointment booking configuration assigned to the task type controls the available booking periods and how capacity calculations work.

Filter capacity data

Use filters at the top of the page to display relevant capacity data.

• Date displays seven days of capacity beginning on the selected date.
• Region filters capacity for a specific region.
• Task type filters capacity for a specific task type.

Understand capacity calculations

Capacity calculations differ depending on whether the task type uses appointment slots or appointment windows.

Appointment slots

For appointment slots, the technician must be available to start the task at the beginning of the selected slot.

Appointment windows

For appointment windows, the technician must have enough available time to travel to the site and complete the task within the selected appointment window.

Understand capacity metrics

Forecasted capacity

Forecasted capacity represents the calculated capacity available for a specific region, task type, and appointment slot or appointment window.

The system calculates forecasted capacity by evaluating:

• Assigned technicians
• Required skills
• Work schedules
• Shift overrides
• Overtime
• Breaks
• Leave
• Average travel time

Used capacity

Used capacity represents appointments that customers have already booked for the selected region, task type, date, and appointment period.

Manual capacity

Manual capacity represents capacity that users add through capacity requests.

Pending capacity requests contribute to available capacity calculations.

Available capacity

Available capacity equals forecasted capacity plus manual capacity minus used capacity.

Understand customer portal behavior

Appointment slots

When a task type uses appointment slots, customers select a specific booking slot.

After booking:

• The scheduled date uses the start time of the selected slot.
• The due date uses the scheduled date plus the task duration.

Appointment windows

When a task type uses appointment windows, customers select a time range rather than a specific start time.

After booking, the task stores the appointment window start time and appointment window end time.

Add capacity manually

Manually add capacity through a capacity request.