Balance Resources and Demand with Capacity Planning

Overview

Use the Capacity Visualization tool to get a comprehensive snapshot of your service capacity, resource utilization, and potential capacity gaps. Monitor key metrics and identify areas where adjustments may be needed to optimize resource allocation and meet service demand.

To access the Capacity Planning tool, go to the App Launcher, find and select Field Service Home, and then click a capacity planning insight.

Decoding the Dashboard: Key Metrics at a Glance

The top tiles display aggregated, high-level Key Performance Indicators (KPIs) that provide an immediate understanding of your overall capacity situation.

• Available Capacity: indicates the total remaining capacity of your service resources within the selected date range, measured in hours. It represents the capacity that’s not yet assigned to service appointments. Available Capacity = Total Capacity - Total Demand.
• Total Capacity: represents the total potential capacity measured in hours. This total includes normal and extended hours, operating hours, and shifts for all of your service resources within the selected date range. Resource absences are considered in Total Capacity. Total Capacity = Available Capacity - Duration of Resource Absences.
• Utilization: indicates how much of your total capacity is currently being utilized by scheduled service appointments, including travel time. It's calculated as (Duration of Resourced Appointments / Total Capacity) * 100%.
• Resourced Appointments: shows the total number of service appointments that have at least one service resource assigned to them within the selected date range.
• Resource Absences: refers to the total number of absences of service resources, including breaks, PTO, holiday etc.

Fine-Tuning Your Focus: Filter Options

Use the filter options to focus on specific areas of interest and gain deeper insights.

• Date Range: Allows you to select the time period for which you want to view capacity and demand data (e.g., "Last 7 Days," "Next 30 Days," custom range).
• Service Territory: Enables you to focus on a specific geographical or functional service territory.
• Work Type: Allows you to analyze capacity and demand based on the type of work being performed (e.g., installation, repair).
• Skill Type: Lets you view capacity and demand based on the required skills for service appointments.

Key Considerations

When assessing the metrics from the capacity visualization tool, remember these important considerations.

• Duration of Resourced Appointments: Travel time is included in the duration of resourced appointments to provide a realistic picture of resource availability.
• Capacity-Based Resources: Contractors aren't included in capacity calculations, which is important for accurately assessing your internal team's workload and availability and avoiding over-reliance on external resources when evaluating core capacity.
• Time Period: Conduct the analysis over a relevant time period, considering seasonal variations, trends, and historical data.
• Service Type: Capacity and demand may vary depending on the specific service type or category.
• Data Accuracy: The accuracy of the analysis depends on the quality and reliability of the data used to measure capacity and demand.
• External Factors: External factors, such as unexpected events or changes in market conditions, can impact capacity and demand.