Checking Team Capacity Before You Book Work

Availability: growth, scale

The Capacity report compares the hours each technician is available with the work already assigned to them. Use it to see whether your team is overbooked or has room for more work before you promise a customer a date. It is part of Advanced reporting, which is included on the Growth and Scale plans.

Before you start

You need the right to view reports and the right to view capacity metrics. Without both, Capacity does not appear under Reports.
Each technician needs working hours set. A technician with no working hours cannot be scheduled and has no utilization.
If you run more than one location, each technician needs a location assigned to appear when you filter by location.

Steps

Open Reports in the sidebar and choose Capacity.
In the Period list, choose Upcoming to look ahead or Recent to look back.
In the Range list, choose the length of the window. The options are given in days.
If you have more than one location, a Location list appears. Choose All locations or a single location.
Select Apply.
Read the six summary cards: Available hours, Assigned hours, Open hours, Unassigned hours, Utilization and Logged hours. The date range being reported is shown under Available hours.
Scroll to the Technicians table. Each row shows Working days, Available, Assigned, Open, Logged and a Utilization badge for that technician.

What the cards mean

Available hours are the hours technicians have declared they work, adjusted for schedule exceptions.
Assigned hours are work orders and assessments held by a technician.
Open hours are available hours not yet assigned.
Unassigned hours are scheduled work with no technician or owner. The card is highlighted when this is above zero.
Utilization is assigned hours divided by available hours.
Logged hours are approved time on completed work. For a future range it shows a dash, because no work has been completed yet.

Tips

Check Upcoming with a short range before agreeing to a customer's preferred date.
If Unassigned hours is high, open dispatch and give that work an owner.
Use Recent to see how busy the team actually was and compare it with logged hours.
The hours use the same working hours and scheduled work that dispatch uses, so fixing a technician's setup improves both.

If something goes wrong

If a No location assigned list appears, those technicians are left out when you filter by location. Assign each one a location.
If a No schedule set list appears, set working hours for those technicians so they can be scheduled and counted.
If the page says No schedulable technicians, add a technician and set their working hours.
If the page says the capacity report could not be loaded, refresh it.

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