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Release: Australia · Updated: 2026-03-12 · Official documentation · View source

Using the Capacity Console

The Capacity Console is a tool designed for monitoring, managing, and optimizing resource capacities across territories and demand channels.

It provides an intuitive, visual representation of capacity utilization, empowering capacity planners to make data-driven decisions and improve operational efficiency.

Note: To use Capacity Console, you must activate the Field Service Advanced Capacity and Reservations management (com.snc.fsm_advanced_capacity_management) plugin. For more information, see Activate Field Service Advanced Capacity and Reservations management.

  • Comprehensive capacity view

    The Capacity Console offers a detailed and visual overview of capacity utilization. Key views include:

    • Territory view:
      • Displays resource capacity data for specific territories, with impacted demand channels listed underneath. For more information, see Create a Field Service territory.
      • Provides insights into planned, allocated, and forecasted capacities.
    • Demand channel view:
      • Highlights demand channels at the top, with impacted territories listed underneath. For more information, see Create a demand channel.
      • Offers visibility into demand channels and their associated capacities.
    • Customizing the Capacity Console

    Tailor the Capacity Console to align with your organization’s needs.

    • Set thresholds: Define thresholds for capacity utilization quickly to identify areas needing attention. The following are the example thresholds. However, you can customize them as your business terminology and needs.

      • Underutilized: Below capacity limits.
      • Optimalutilized: Efficiently using resources.
      • Overutilized: Exceeding capacity limits. Note: You can also customize color codes and legend labels to match your business terminology and clear categorization.

    • Save filter preferences: Save your chosen filter settings for quick and easy access in future sessions.

    • Customize calendar capacity data parameters: Update the calendar to prioritize specific metrics:
    • Refining data with the filters

    Customizable filters at the top of the console enable for tailored data views.

    • Default Filters: Preselected filters display the most relevant data for quick insights.
    • Custom Preferences: Adjust and save filters to suit specific business needs.
      • Territory filter: Focus on specific territories to understand their capacity and demand.
      • Demand channel filter: Refine data by additional parameters like demand channels.
      • Group By filter: Group data by demand channel or territory.
      • Unit filter: View capacity in terms of hours or tasks (for example, focusing on underperforming territories for a given week).
      • Advanced filter: Use thresholds to analyze data. Example, selecting UnderUtilized displays capacities below 25%.
    • Calendar features

    The calendar in the Capacity Console provides flexible options to view and analyze data over time:

    • Flexible Date Ranges: Adjust calendar settings to view data for specific timeframes, enabling better planning and trend analysis.
    • Default Views:
      • Week view
      • Two-Week view
    • Manual refresh required: Actions that impact calendar data, such as changes made in the Capacity Console or platform, require a manual refresh to display the latest data.

Use cases

The following are a few use cases for the Capacity Console

  • Resource allocation: Identify underutilized territories using filters and reassign agents from low-demand territories to nearby high-demand territories.
  • Demand analysis: Use the Two-Week View to forecast future demand and make proactive resource adjustments to meet anticipated needs.
  • Advanced filtering: Focus on overutilized territories to resolve bottlenecks and Analyze optimally used territories to maintain efficiency.
  • Demand channel insights: Analyze capacity and demand metrics from a demand channel perspective and provide tailored data views for specific customer needs.

Visual overview of the Capacity Console

The following snapshot illustrates the Capacity Console, showcasing:

  • Territories (for example, Aurora and Chicago).
  • Demand channels (for example, Copper Install and Copper Repair).
  • Weekly capacity metrics, including demand, allocated capacity, and unused capacity.
Image omitted: capacity-console.png
Capacity Console showing territories like Aurora and Chicago across demand channels with a week-view of capacity metrics.

Related topics

Capacity Console

View data in capacity console

View territory and demand channel summary in the contextual side panel

Update capacity value and reservation for a territory in capacity console