Job Capacity

What Is the Job Capacity Feature?

The Job Capacity feature within ServiceWorks sets a limit on how many jobs a technician can be assigned to within any specific zone, on specific days of the week. This is broken down into time ranges and a maximum capacity for the day. This applies to your company technicians as well as the warranty provider technicians included in ServiceWorks once you set up a warranty provider. Once the maximum limit for a technician has been reached, the system will ask to verify before any additional jobs can be scheduled and will also mark them as unavailable for selection on features like Get Best Tech.

For your Warranty Provider technician capacity, if capacity has been reached, they will still appear in your download screen (Clicking the bell icon in the top right of your screen, clicking the appropriate provider and then clicking view all) Items in red can still be accepted by clicking the 3 dots and selecting “Assign”

If you see a line appearing in yellow, this simply means it could be a duplicate such as a Whirlpool ticket sent through ServicePower and through Service Bench or LG depending on how many warranty companies you have setup in your account.

Why Use the Job Capacity Feature?

Utilizing the Job Capacity feature can help you plan projects better, so you don’t overwork your team and miss deadlines. You can see who’s free and who’s swamped, so you can move tasks around and keep everyone happy and productive. Plus, it helps you save money by avoiding overtime and making sure you’re using your resources wisely. Basically, it’s about keeping work organized and fair.

Now lets go through how to setup the Capacity feature and what to expect once its in place:

Setting Capacity Limits For Technicians/Professionals

First, click the cogwheel in the upper right corner to open the Configuration tab. Once in the tab, navigate to Job Settings -> Capacity

Note: This option will only be visible if you have the “Capacity Module” enabled within your current subscription package

Next, within the capacity menu, you’ll see a list of your technicians, teams, and the zones created within your ServiceWorks account.

If this is blank see our blog on Assigning Technicians to Zones

Note: Only users with the role of Professional or Technician will appear in this section

Let’s cover this screen step by step.

1. If you are not covering multiple zones, you are probably okay to leave capacity off. Once this is on, it will help control the number of jobs your dispatchers can assign to a tech through out the day, as well as help the flow with your Instant Booking page if you have that enabled.
2. Simply shows your technicians in this dropdown. Anyone that is not a technician will not be shown.
3. When your techs are assigned to zones, any zone they are assigned to will be in this drop down. This will allow you to have different capacities set for each zone if needed.
4. Max Capacity: This is the number of jobs your tech can do in a day. This is not the total of time ranges that are set. Like in the example above, there are 5 AM and 5 PM slots available to give plenty of openings, but, in this example, your tech is set to do a maximum of 1 job for that day. Once one job has been assigned to him in that zone, his schedule board will be candy wrapped to show his schedule is full, and if instant booking page is used, it will show booked for that day.
5. Time Ranges: In this example we have a tame range of 8 – 12 and 1 – 5, you can have as many time ranges as you need, but it can get a bit confusing. Simple is always best. In each of these rows you can decide how many jobs you want to offer for that time range.
6. Copy Function: if you have multiple time ranges you want to set, instead of retyping all of those number you can select this icon and it will allow you to select other time ranges and will copy those numbers into those rows for you.

7. Clone: If you have a technician setup perfectly the way you want, and now you need to add another technician. Selecting the clone
icon will open another pop up. This will allow you to clone the information from one technician to one or more technicians

Note: When assigning capacity limits to teams, the limit set will only take effect during team assignment and does not include or reflect limits for individual team members

How Capacity Works

In our example below, we have our technician who is available to be scheduled for a max of 2 services in Company Default Zone throughout the workweek.

And currently, our technician has already reached that 2 job maximum for their daily schedule on Friday

With that capacity limit now in place, any attempts to schedule this technician to another job will cause a message will appear, informing you that this technician will be over their capacity limit if you do so. This can be overridden either by clicking yes or admin credentials.

In addition, when assigning jobs marked On Hold or Ready to be Rescheduled from the Daily Time Slot view, any capacity limits that have been reached will appear as crossed out on the schedule (*This feature only works within the Daily Time Slot schedule view)