Capacity and Reservations Management
Field Service Capacity and Reservations Management enables managers to assign the appropriate amount of work to agents and contractor teams, ensuring they are not overloaded beyond their defined capacity. It helps plan work assignments based on priority and demand, ensuring business services remain available without overburdening resources.
The capacity management process helps you plan work assignments based on priority and demand and ensure that business services are not unavailable due to being over capacity. Reservation rules within capacity management enable you to reserve a certain percentage of time for various tasks. Analyzing past failures and planning for the growth of demand for services help you manage capacity efficiently.
You can use the Capacity Console, an advanced tool designed for monitoring, managing, and optimizing resource capacities across territories and demand channels. For more information, see Capacity Console.
Key benefits
Field Service Capacity and Reservations Management provides the following benefits:
- Improve dispatcher efficiency by automating scheduling based on capacity rules.
- Better management of workloads by assigning the appropriate amount of work to the Field Service agents and contractor companies.
- Stay compliant with contractor company requirements by adhering to their stated capacity.
The image below is an example of the different states that agent capacities go through, starting with defining the agent's work capacity, and the reservation of a percentage of agent's time. Then ending with the release of the allocated capacity based on the agent's schedule.