2Configuring Capacity

Setup Oracle Field Service Capacity Cloud Service for the First Time

First time users needs to complete the tasks in the following list, and familiarize yourself with different user interfaces and basic navigation. The structure of this guide speeds up your implementation by providing a direct link to each core setup task.

Use the following procedure to access the setup tasks:

  • Create work skills: A work skill is the common language to match activities with the qualified resources. See Create a Work Skill for details.

  • Assign work skills and work skill levels to the resources: You must assign the work skills to the resources based upon their skill sets. Use work skill levels to define expertise level of the resource. See the Oracle Field Service Core Manage Cloud Service User Guide for details.

  • Create work skill conditions: Work skill conditions are used to automatically assign work skills and work skill levels to the activities. See Create a Work Skill Condition for details.

  • Create capacity categories: You can allocate quota to an activity type for a given time slot, using capacity categories. You need to create a capacity category for each activity type that the resource performs. For example, you can create a capacity category for Installation, one for un-installing, one for Upgrades, and one for Trouble Calls. See Create a Capacity Category for details.

  • Create time slots: Control the amount of quota reserved for a certain capacity category at a particular time of the day. Time slots are also used for activity management. See Create a Time Slot for details.

  • Define Time Intervals: See Define Time Intervals for Booking Activities.

  • Enable Quota Management: You must enable this feature on the buckets to manage the quota. See Enable quota management at the bucket level for details.

  • Configure Quota Options: See Configure Quota Options.

  • Configure major and critical capacity usage: Manage the color schema settings whenever the used capacity reaches major or critical levels in the quota matrix. See Configure Major and Critical Capacity Usage for details.

  • Define the units of measurement for Quota: Choose the units of measurement to display Quota/Used values. See Define Units of Measurement for Quota for details.

  • Adjust available capacity: Recalculate the quota defined as a percentage of capacity regularly to manage resource allocation changes, work skills and other variables. See About Adjusting Available Capacity.

About Work Skills and Work Skill Conditions

Work skills and work skill conditions lets OFSC Capacity to identify efficient resources that can perform the activities with the work skills as a common language. You can use this information to associate resources with the activities and assign the user-defined tasks to the appropriate person or group of people quickly and efficiently during the routing process.

Work Skills

Work skill is the job-specific skills necessary to perform an activity. These act as a defining criteria to match activities with the resources.

The Work Skills feature lets you to capture the task attributes to assign the work. Work skills identifies the following attributes:
  • The expertise of a resource

  • The expertise required to perform an activity

You must create the work skills and then assign them to the resources and work skill conditions.

    Create a Work Skill

    OFSC associates resources with the activities through shared work skills.

    You must create a work skill first and then assign it to the resources and the work skill conditions.

    1. Open Configuration > Business Rules and select the Work Skills Support check box.

      The work skill option is enabled.

    2. Click Configuration > Work Skills.

      The Work Skills screen displays.

    3. Click Add New.

      The Add Work Skill window displays.

    4. Configure the following values:

      • Name: Type a descriptive name for the work skill. For example, New Install, Video, or Outage. Select at least one language.

      • Label: Type a unique code that is a short version of the work skill name.
        Important: Use only alphabetical characters. Do not use numbers.
      • Sharing of the skill in teamwork: Select the level of sharing allowed for the teamwork.

      • Active: Select the status as Active by selecting this check box. Only the active work skills can be assigned to the resources and activities, or capacity categories. OFSC Routing process uses active work skills to match activities with the resources. Inactive work skills are not considered in any assignment decisions.

    5. Click Save.

      The work skill is created.

      Delete, Activate, or Deactivate a Work Skill

      You cannot delete a work skill that is currently assigned to at least one resource. You can set the active/de-active status at any time.

      1. Click Configuration, Work Skills.

        The Work Skills screen appears.
      2. Select the check box next to the work skill that you want to delete, activate, or deactivate.

      3. Click Delete, Activate, or Deactivate.

      4. Click OK.

        Example: Assigning Work Skills to the Activities

        Activity assignment is the process of selecting a resource and executing the association with an activity.

        Assigning activities are based upon:
        • Identifying the work skills

        • Identifying the work skill conditions

        • Mapping/Routing activities with the resources

        In the following example, we use a work skill condition with the following requirements to map an incoming activity with the resource.

        Work skills requirements:

        • A work skill type ‘Install’: The activity must have a skill type ‘Install’ to receive the work skills in this work skill condition.

        • A required level ‘50’: The activity must have a minimum work skill level 50 for the work skill.

        • A preferable level ‘70’: OFSC prioritizes this activity to be routed early in the routing process so that the more experienced resources are available. Preferable levels are on a scale of 0 to 100.

        Work skill conditions:

        • A condition that the activity has a work order type ‘Install’: The incoming activity must have a work order type ‘Install’.

        • A condition that the activity requires VIP service: The activity must have the “VIP” note in the activity notes sections.

        Mapping and Routing process:

        1. The customer service representative schedules an installation activity in the activity booking system. The activity booking system assigns a work order type ‘install’ to the activity. It also adds an activity note ‘VIP’ because this customer is a preferred customer.

        2. OFSC receives the activity from the activity booking system.

        3. OFSC identifies the work order type and the activity note and then maps the activity with the work skill conditions.

        4. OFSC reviews the rest of the work skill conditions for the apt resource assignment. In addition to the VIP requirement, this work skill condition also needs a required level ‘50’ and a preferable level ‘70’.

        5. During the routing process, OFSC routes this activity early because the preferable level is high. This ensures finding a highly skilled resource.

        6. OFSC looks for the resources that have the work skill condition as ‘VIP’ and retrieves several resources.

        7. OFSC checks the list of available VIP-qualified resources that has a minimum work skill level for the install work skill as ‘50’.

        8. OFSC finds two available resources with a skill level of at least 50. Raul has a work skill level for Installs as ‘75’ and Serena has a work skill level for installs as ‘55’.

        9. OFSC assigns the activity to Raul as his skill level is the closest match to the preferable level. Raul also has the VIP qualification and is available during the service window. He is the best match for this activity.

          Modify an Existing Work Skill

          Update the work skills of a resource along with the assignment periods and work skill ratios. You can also delete the work skills of a resource.

          1. Click Configuration > Work Skills

            The Work Skills screen displays.

          2. Click Modify next to the work skill you want to edit.

            The Edit Work Skill window displays with all fields pre-populated with existing information.

          3. Update the necessary changes.

          4. Click Save.

            Activate, Deactivate, or Delete a Work Skill

            You cannot delete a work skill assigned to at least one resource. You can set the active/inactive status at any time.

            1. Click Configuration > Work Skills.

              The Work Skills screen displays

            2. Select the check box next to the work skills you wish to delete, activate, or deactivate.

            3. Click Delete, Activate, or Deactivate.

            4. Click OK.

              Work Skill Groups

              Create a Work Skill Group

              You can bundle selected work skills into work skill groups to create greater ease and flexibility in assigning skills to the resources. You can continue to assign individual work skills along with work skill groups, creating a more accurate resource work skill record. Work skill groups must also be defined to be used for capacity categories, if different work skills must consume quota from a single capacity category.

              1. Click Configuration > Work Skills.

              2. Click Work skill groups.

                The Work skill groups screen appears.

              3. Click Add new.

                The Add work skill group window appears.

              4. Complete the following fields:

                Table : Work skill groups fields

                Field Description
                Name Enter the work skill group name. If you have set multiple languages for the application, input boxes appear for the different languages.
                Label Enter a unique identifier for this work skill group.
                Active Select the check box to make this work skill group active.
                Can be assigned to a resource Select the check box if you want the work skill group to be able to be assigned to a resource record. If a group is assigned to a resource, then that the resource obtains all the work skills defined for the group.
                Can be added to a capacity category Select the check box if you want the work skill group to be able to be assigned to a capacity category. If a capacity category contains a group of work skills, then an activity is considered a match to the category if it 'requires' at least one of work skills from the group.
              5. Click Save.

                The Work skill groups screen appears.

              6. Click the pencil icon in the Work Skills cell to add work skills and their qualification level.

                The Edit work skill window appears.

              7. Click to select the work skill and activate the Qualification Level field.

              8. Click Save when done.

              9. To modify a work skill group, click the Name cell.

                The Edit work skill group: [Work skill group name] window appears, which is similar to the Add work skill group window.

              Delete a Work Skill Group

              You can delete a work skill group which is not in use anymore.

              1. Click Configuration > Work Skills.

              2. Click Work skill groups.

                The Work skill groups screen appears.

              3. Select the check box next to the work skill group that you want to delete.

              4. Click Delete.

              5. Click OK.

              About Work Skill Conditions

              To ensure that a resource is able to perform the activities assigned, a correlation is made between incoming activity’s skill requirements and the skill set of the resource. The Work skill functionality is what that correlation is based on. Work skills are set up first, and then are assigned to resource records, with the appropriate levels of qualification set.

              Work Skill Conditions defines which work skills are assigned to the activities. Each work skill has at least one condition that refers to a specific field and value in the incoming activity record.

              Create a Work Skill Condition

              OFSC uses the work skill conditions to assign work skills to the activities and then maps these activities with the qualified resources.

              1. Click Configuration > Work Skill and then click the Work Skill Conditions tab.

                The Work skill conditions screen displays.

              2. Click Add New.

                The Add work skill condition window displays.

              3. Enter the appropriate information in the following fields:

                Option Description
                Work skill name Select the work skill name that is easy to understand and that differentiates it from other work skills.
                Required Level Enter the minimum work skill level required. Valid values are 1 – 100. Resources must have the work skill levels equal or greater than the required level to be considered for the activity assignment. OFSC uses this value to eliminate resources that do not have the required work skill level to perform an activity.
                Preferable Level Enter the routing priority. Valid values are 1 – 100. Activities that have a work skill condition with a higher preferable level are routed first so that a resource with higher work skill level is matched. For best results, assign a higher preferable level to an activity that requires advanced skills or skills that are difficult to find. This strategy ensures that the activity is staffed from a large pool of resources.
                Add New Condition Click this button to add additional conditions to the work skill.

                Once you create a work skill, you must assign it to the resources and work skill conditions.

                Modify a Work Skill Condition

                Update the work skill conditions as and when you want.

                1. Click Configuration > Work Skill and then click the Work Skill Conditions tab.

                  The Work skill conditions screen displays.

                2. Click Modify.

                  The Edit work skill condition window opens.

                3. Edit the work skill condition.

                  Important: Once you create, modify, or delete a work skill condition, OFSC recalculates the activities automatically. Recalculation is done asynchronously and when the recalculation is in progress, the system displays a message as Applying changes.
                4. Click Save.

                  The work skill condition is updated with the changes.

                  Delete a Work Skill Condition

                  When you no longer need a work skill condition, delete it.

                  1. Click Configuration > Work Skill and then click the Work Skill Conditions tab.

                    The Work skill conditions screen appears.

                  2. Select the work skill check box and click Delete.

                    A Confirm message appears asking if you wish to proceed.

                  3. Click OK.

                    A message appears that the work skill condition is deleted.

                    Capacity Categories

                    A Capacity Category is a predefined set of work skills and/or work skill groups and time slots visible to a user who is booking the activities for the customers.

                    Based on the number of minutes available (Capacity = Initial Quota allocation minus used minutes), the user decides if enough time is available within a time slot to realistically promise a specific service window to the customer. This information is sent to the CSR via Capacity API. Capacity Categories are visible only if you are using the Oracle Field Service Cloud Capacity Cloud Service module.

                    Note: The Used Minutes value is calculated based on the exact time (in minutes) from start to end of a working day.
                    You must enable the Capacity Categories visibility profile permission for each user to access the Capacity Categories window:
                    • Read-Only: Select this option to display capacity categories in a view only mode.

                    • Read/Write: Select this option to let the user manage Capacity Categories in Oracle Field Service Cloud.

                    If the permissions are not configured for a user type, the activity types will not be visible to the users. Oracle Field Service Cloud maps the work skills to assign incoming activities to the resources. In general, many companies define quota for a work skill group rather than for an individual work skill. For example, separate skills are required for installation, un-installing and maintenance of modems, but from a scheduling perspective, quota is defined for all the modem-related works group.

                    A capacity category can also consist of a single work skill and the minimum required level of the skill level. For example, a category can be created for all the customer-oriented work and a separate group for VIP customers or for highly difficult tasks. The two categories would contain the same work skills but the minimal qualification level in the VIP group is higher. Because of the categories and the multi-skill functionality, the same activity can match several rows in the Quota table and can be added to the Used capacity several times. The duration of this activity will be taken into account for all the capacity categories it matches.

                      Create a Capacity Category

                      Create a capacity category to configure work skills, work skill groups, and time slots.

                      1. Click Configuration > Capacity Categories.

                        The Capacity categories screen appears.

                      2. Click Add New.

                        The Add Capacity category window appears.

                      3. Enter the appropriate information in the following fields:

                        The following table describes the fields available on the Add Capacity category screen.

                        Option Description
                        Name Enter the name of the capacity category. The name is displayed in the list and in the quota matrix. If the application is configured for multiple languages, input boxes will appear for each language.
                        Label Specify a label. It is used in the context of APIs and it must conform to a standard naming convention.
                        Active Select the Active check box to mark this capacity category as active. Only active capacity categories are used in the quota matrix.
                      4. Click Save.

                        Once you create the capacity category, you must add work skills, work skill groups and time slots to the category.

                        Edit a Capacity Category

                        Edit an existing capacity category to change the status, name, label, work skills, or time slots.

                        1. Click Configuration > Capacity Categories.

                          The Capacity categories screen appears.

                        2. Select the check box next to the capacity category that you want to change.

                        3. Click the pencil icon in the Name column.

                          The Edit Capacity Categories window appears.

                        4. Change the Name, Label, or Active field. Similarly, click the pencil icon in the Work Skills or Time slots columns and change the required values.

                        5. Click Save.

                          Delete a Capacity Category

                          Delete a capacity category when you no longer need it.

                          1. Click Configuration > Capacity Categories.

                            The Capacity categories screen appears.

                          2. Select the check boxes next to the capacity categories that you want to delete.

                          3. Click Delete.

                          4. Click OK.

                            The selected capacity categories are deleted.

                            Add Work Skills and Work Skill Groups to a Capacity Category

                            Once you create the capacity category, assign the work skills and work skill groups to it.

                            1. Click Configuration > Capacity Categories.

                              The Capacity categories page opens.

                            2. Click the pencil icon to open the Edit work skills dialog box.

                            3. Select the work skills and work skill groups that you want to include in the category.

                              The work skill groups will have square brackets [ ] around the names.
                            4. Optionally, type the work skill levels in the right-hand side field.

                              Work skill levels assigned are used to limit the capacity categories to the activities that require a certain work skill level. For example, you might create two capacity categories for installations, one for simple installation and one for complex installation. Both the capacity categories requires the installation work skill, but the work skill level for the installation work skill will be lower for simple installation than it would be for the complex installation.
                            5. Click Save.

                              Note: When you create multiple capacity categories that share some of the same work skills, then Oracle Field Service Cloud treats all of those work skills as one. When an activity is assigned to the work skills, Oracle Field Service Cloud consumes the minutes used from all the capacity categories sharing that work skill.

                              Define Capacity Categories for a Resource

                              Define capacity categories for a resource to calculate the maximum available capacity at a capacity category level.

                              Resources are assigned with certain work skills at a respective level. Capacity categories includes the work skills or work skill groups to which the minimum required level is defined. A resource is then matched with a capacity category if their work skills are equal or greater than those defined for the capacity category. If a capacity category is assigned with the work skill groups, a resource with at least one of the work skills matching with the group is allotted.

                              When no work skills are assigned, a capacity category includes all the activities with no specific work skills. Such activities can be assigned to any resource having any work skills, therefore, to all resources in the system. Resources with no work skills defined (effectively, having all work skills at the highest level) is matched with all the capacity categories in the system.

                              Resource work skills can be viewed in the Resource Info screen or resource hint.


                              This figure shows resource’s information such as name, phone, email, and capacity categories.
                              Capacity categories of a resource is recalculated automatically when the:
                              • Application server starts

                              • Resource cache reloads

                              • Resource work skill is modified

                                About Time Slots

                                A time slot is a fixed time interval specified in the activity management to perform activities.

                                Time slot of an activity type denotes its starting time. Time slots assigned to a bucket in the capacity management defines the time frame to assign quota and calculate capacity.

                                Time slots are found under Configuration in the Resources, Activities and Inventories section in the Configuration menu.

                                Create a Time Slot

                                Time slot is a fixed time interval with start and end time of an activity.

                                1. Click Configuration > Time Slots

                                  The Time slots page opens.

                                2. Click Add New .

                                  The Add time slot window opens

                                3. Complete each field as needed using the following list:

                                  • Name: Using start time – end time format (for example 8-10), name the time slot.

                                  • Time slot label: Enter the specific label name for the time slot.

                                  • Status: Select Active or Inactive status from the drop-down. OFSC assigns activities, and capacity management to active time slots only. A check mark indicates that the time slot is active.

                                  • All-day time slot: Check the box if you want the time slot to last for the entire day.

                                  • Time from: Enter the time to indicate when the time slot begins.

                                  • Time to: Enter the time when the time slot ends.

                                    Note: A overnight time slot is considered for the following cases:
                                    • If the value in the Time To field is equal to the value in the Time From field (for example, 11am -11am).

                                    • If the value in the Time To field is less than the value in the Time From field (for example, 11am - 9am).

                                  • Capacity Categories: Use the check boxes to add activity types and work skill types.

                                4. Click Add.

                                  Modify a Time Slot

                                  You can add or remove the activities and work skill types from a time slot.

                                  1. Click Configuration > Time Slots

                                    The Time slots page opens.

                                  2. Click Modify in the row of the time slot that you want to modify.

                                    The Edit time slot screen displays.

                                  3. Change the values and then click Update.

                                    Activate or Deactivate Time Slots

                                    Activate a time slot to make it available for use in other areas of the system. You can also deactivate a time slot to hide it from all other areas in the system.

                                    1. Click Configuration > Time Slots

                                      The Time slots page opens.

                                    2. Check the box next to the time slot or that you want to activate.

                                    3. Click either Activate or Deactivate.

                                      The selected action is performed.

                                      Define Time Intervals for Booking Activities

                                      The Time Intervals field in the Business Rules, Quota Management section lets you configure time intervals for booking activities. For example, instead of having a fixed timeslot from 8.00 am to 10 am, you can define a timeslot from 8.15 am to 10.30 am.

                                      Time intervals let you overcome the following problems related to activity timeslots:
                                      • Overlapping timeslots: Effectively manage quota relative to the available capacity when there are overlapping time-slots. For example, consider the timeslots, 8 to 5 PM and 8 to 12 AM for the capacity category, Install and assume that there are many bookings in the respective timeslots. This caused addition of excessive quota relative to the available capacity.

                                      • Available quota relative to the activity duration: Quota is unused because the available quota is not enough to book an activity. For example, the activity duration is 45 minutes and there is 30 minutes left in the 8-10 time-slot.

                                      • Manage quota and capacity for SLA and time-slot based activities: For example, you can schedule an Install activity for a day on a time-slot basis. However, a Troubleshooting activity is a SLA-based activity and can span across multiple days.

                                      The time interval set consists of time intervals delimited with a comma (","). Time intervals within the time interval set cannot have a common time period but can have a “point-in-time" time interval (that is, exactly at hh (hours) mm (minutes)).

                                      By default, the following time intervals are set:
                                      • Before 08 am represents the period of time from start of the day (12 am) till 08 am.

                                      • 08 am represents point in time (that is, exactly at 08 am).

                                      • 08 am-12 pm represents the period of time from 08 am till 12 pm.

                                      • 12 pm-6pm represents the period of time from 12 pm till 6pm.

                                      • After 06 pm represents the period of time from 06 pm till the end of the day.

                                      Note: The field defaults to All Day if no value is entered in the Business Rules, Quota Management section. Also, you can define intervals for overnight settings (represents the time interval from midnight or ending after midnight). For example, the time interval, 06 pm – 1 am +1 represents the time after 6 pm in the evening till 1 am in the morning of the next day.

                                      To define a time interval:

                                      1. Add a company time interval:

                                        1. Select Configuration, Business Rules.

                                        2. Scroll down to the Quota management section.

                                        3. Click the Edit icon.

                                        4. Click the Plus icon in the Time Intervals window.

                                        5. Select Hours and Minutes from the From and To drop-down lists in the Add New Time Interval window.

                                        6. Click Add.

                                          The selected time intervals display in the Time Intervals section.
                                        7. Click Save.

                                          The time intervals display in the Configuration, Available Capacity, and Booking Status pages.
                                      2. Modify a bucket level time interval to configure time intervals at the bucket level:

                                        1. Select Quota,Configuration from the View drop-down list.

                                          The Quota Settings section displays.
                                        2. Select the bucket that you want to modify.

                                        3. Repeat steps c to f from Step 1 to define time intervals.

                                        4. Click Save.

                                        Add Time Slots to a Capacity Category

                                        Once you create a capacity category, define the time slots in which it needs to be used.

                                        1. Click Configuration > Capacity Categories.

                                          The Capacity Categories page opens.

                                        2. Hover over the Time Slot column of the capacity category.

                                          The Pencil icon appears.

                                        3. Click the Pencil icon to open the Edit time slot screen.

                                        4. Select the time slots that you want to assign it to this capacity category.

                                        5. Click Save.

                                          About Enabling Quota Management

                                          You must enable quota management in every bucket in Oracle Field Service Cloud to calculate the capacity.

                                          Enabling quota lets you to manually or automatically adjust quota for a current day, a future date or a range of days, based on the available time and resources in a bucket.

                                          If a bucket is not enabled for quota management, the bucket items are not included in the quota matrix.
                                          Note: Forecasted data is available only for the quota enabled bucket. If the user clicks a group/parent resource, the following message is shown: Select a Quota Management enabled Bucket. By default, the first available bucket in the tree is loaded.

                                          Tracking only a selected group of available and active work skills and work skill groups does not affect the ability to book all the activity types.

                                            Enable Quota Management at a Bucket Level

                                            Quota management can only be enabled at a bucket level.

                                            Note: Forecasted data is available only for the quota enabled bucket. If the user clicks a group/parent resource, the following message is shown: Select a Quota Management enabled Bucket. By default, the first available bucket in the tree is loaded.
                                            You can manage quota for a:
                                            • Region: Create a group for all the resources of a specific region and then create a bucket inside that group to use it for the quota management.

                                            • Workforce: Create a single bucket for the entire workforce and then divide the workforce into various groups within the bucket.

                                            The bucket structure looks like this:
                                            This figure shows quota management structure.

                                            Quota of a group or a bucket with the “child” capacity areas display the sum of quota of all the child buckets. You cannot edit quota at the aggregate level.

                                            To enable quota management at a bucket level:

                                            1. Select Quota.

                                            2. Select a capacity area.

                                            3. Select Resource Info.

                                              The Resource Info page for the selected area displays.

                                            4. Select the Use as Capacity Area check box.

                                              Note: It is recommended to select this check box for the bucket or Group resource types and not for resources.

                                              The quota Management feature is enabled for this bucket. You can now add the management information to your quota matrix.

                                            5. Under Quota Management section, configure the following features:

                                              • Time Slots: Click the Pencil icon and add time slots to this bucket.

                                                Note: If you have configured time-interval (availability) based booking, then you do not need to add time-slots.
                                              • Capacity Categories: Click the Pencil icon to define the capacity category types.

                                            6. Click OK.

                                              Configure Major and Critical Capacity Usage Settings

                                              When the used capacity reaches major or critical usage levels, it displays in a different color code on the quota matrix. Using this feature, you can change the major and critical capacity settings.

                                              1. Navigate to Configuration > Display.

                                              2. Go to Quota Settings section.
                                                This figure shows quota settings where you can setup major and critical capacity usage of the quota.

                                              3. Enter the Major Capacity Usage and Critical Capacity Usage values.

                                              4. Select the Enable Plan column that shows data set in Forecasting check box if you wish to display plan column with the quota set up in the forecasting.

                                              The default color settings:
                                              • If the used capacity is less than the major capacity usage, capacity is shown in green color.

                                              • If the used capacity is more than the major capacity usage but less than the critical capacity usage, capacity is shown in brown color.

                                              • If the used capacity is more than the critical capacity usage but less than the Quota value, capacity is shown in orange color.

                                              • If the used capacity is more than the Quota value, capacity is shown in red color.

                                              Define Units of Measurement for the Quota

                                              You can choose the units of measurement to display the quota and capacity values.

                                              The three possible options are:
                                              • Hours

                                              • Man-days

                                              • Minutes

                                              Internally, all the values are calculated in minutes only, and are converted to the selected unit and the corresponding value is displayed in the Quota View.

                                              When man-days is selected as the unit of measurement, the Number of hours per man day is field appears where the correlation between man-days and hours can be defined. This parameter is used to convert man-hours into minutes.

                                              To define units of measurement for quota and capacity values:

                                              1. Go to Configuration > Business Rules

                                              2. Go to the Quota management section.

                                              3. Select the Quota and available capacity are defined in option from the drop-down list. There are three possible options – hours, man-days and minutes.

                                              4. Enter the values for the Max available and Other activities parameters are automatically recalculated every in minutes and select the Corresponding quota values are automatically adjusted starting from option from the drop-down list.

                                              5. Click Save.

                                              Configure Quota Options

                                              The Configuration page lets you configure the quota management settings.

                                              Select the Time slot based quota check box to view the Time slot based quota settings section and configure the required settings.
                                              1. Select Quota.

                                              2. Select a capacity area from the left-hand pane.

                                              3. Click the Configuration Configuration icon for Capacity. icon.

                                                The Configuration page for the selected bucket displays.
                                                The following configuration parameters display on the Configuration page:

                                                Name Description
                                                Capacity management

                                                Capacity category

                                                Defines a list of capacity categories that you want to use for the capacity area (that is, capacity area).
                                                Note: The list is automatically synchronized between the connected capacity category and capacity area using the Resource Info page.
                                                Unit of working time plans Select one of the following options to define the column in which you want to display the planned values in the Available Capacity screen:
                                                • hours

                                                  : The planned amount of working time is displayed in hours in the Capacity column.
                                                  Note: The Hours, Minutes, or Man-days option displays based on the option selected from the Measurement units for Quota and Available Capacity drop-down list in the Business Rules page.
                                                • resources

                                                  : The planned amount of resources are displayed in the Resources column.
                                                Booking
                                                Available Time Slots Defines the time-slots where quota is managed.
                                                Note: The list is automatically synchronized between the connected capacity area and capacity area using the Resource Info page.
                                                Allow to close booking on work zone level Defines whether booking can be closed on a particular work zone level.
                                                Manage quota as
                                                Booking Interval based Defines a list of time intervals to be used to manage booking.
                                                Note: The default values are automatically synchronized with the Business Rules time intervals. You can adjust the values for the individual bucket.
                                                Note: To change the number of hours per day (used to recalculate working time plans (or number of resources) to Max Available (hours/minutes) or vice versa), navigate to Business Rules page, select "man-days" in the Measurement units for Quota and Available Capacity field and change the value of number of hours per man-day.
                                                Quota by Day section The following options are displayed when you select the Booking Interval based option:
                                                Enter quota as % of capacity available by calendar for next days and switch to the plans Select the Enter quota as % of capacity available by calendar and enter the number of days in the next days and switch to the plans field to use the available capacity for a specified number of days and switch to planned capacity after the specified days.
                                                Quota is entered as % of capacity available by calendar Select this option to use available capacity for booking.
                                                Quota is entered as % of working time plans Select this option to use planned capacity for booking.
                                                Quota is entered in minutes Select this option to enter quota values in minutes.
                                                Reduce quota by volume of activities not assigned to any capacity category Select this option to reduce quota by volume of activities not assigned to any capacity category.
                                                Quota by Capacity Category section
                                                Quota is entered as % of maximum capacity available in this category If this option is enabled, the quota is defined as % of capacity available by calendar in this capacity category.
                                                Quota is entered in minutes If this option is enabled, the quota is defined as a number of minutes available for a day.
                                                Time slot based This enables or disables the time-slot based quota functionality for a given capacity area.
                                                Note: This option is enabled for all the capacity areas or areas that were configured prior to 17.2.
                                                Quota management
                                                Quota definition level Defines how quota is managed.
                                                Quota by day Defines how quota is entered by day.
                                                • Quota is entered in minutes

                                                • Quota is entered as % of capacity available by calendar including other activities

                                                • Quota is entered as % of capacity available by calendar including other activities

                                                Quota by capacity category Defines how quota is entered by capacity category.
                                                • Quota is entered in minutes

                                                • Quota is entered as % of maximum capacity available in this category

                                                • Quota is entered as % of quota defined on parent level

                                                Quota by day
                                                Quota is entered in minutes If this option is enabled, the quota is defined as a number of minutes available for this day.
                                                Quota is entered as % of capacity available by calendar If this option is enabled, the quota is defined as % of daily capacity available by calendar.
                                                Quota is entered as % of capacity available by calendar excluding other activities If this option is enabled, the quota is defined as % of daily capacity available by calendar excluding "Other activities".
                                                Note: The system always calculates "Other activities". There is no a configuration that allows to disable this calculation. But these values are subtracted from the calendar capacity only when this option is enabled.
                                                Quota by time slot This functionality is only available for time slot based quota.
                                                Quota is entered in minutes If this option is enabled, the quota is defined as a number of minutes available for this time slot.
                                                Quota is entered as % of capacity available by calendar If this option is enabled, the quota is defined as % of time slot capacity calculated by calendar.
                                                Quota is entered as % of capacity available by calendar excluding other activities If this option is enabled, the quota is defined as % of time slot capacity calculated by calendar excluding "Other activities".
                                                Note: The system always calculates "Other activities". There is no a configuration that allows to disable this calculation. But these values are subtracted from the calendar capacity only when this option is enabled.
                                                Quota is entered as % of quota defined on parent level If this option is enabled, the quota is defined as % of quota defined on the day level.
                                                Automatically adjust '% Quota' values to keep their total equal to 100%

                                                This parameter defines if the total sum of the '% Quota' values should always be equal to 100%. It is only visible when the quota is entered as % of quota defined on the parent level.

                                                This functionality is only available for the time slot based quota.

                                                Quota by capacity category
                                                Quota is entered in minutes If this option is enabled, the quota is defined as a number of minutes available in this category for this day.
                                                Quota is entered as % of the maximum capacity available in this category If this option is enabled, the quota is defined as % of capacity available by calendar in this capacity category.
                                                Quota is entered as % of quota defined on parent level If this option is enabled, the quota is defined as % of quota defined on the day (time slot) level.
                                                Automatically adjust % Quota values to keep their total equal to 100%

                                                This parameter defines if the total sum of the '% Quota' values should always be equal to 100%.

                                                It is only visible when the quota is entered as % of quota defined on the parent level. This functionality is only available for the time-slot based quota.

                                                Estimate quota based on historical data

                                                This parameter defines if the system should estimate the '% Quota' values based on the historical data.

                                                It is only visible when the quota is entered as % of quota defined on the parent level. This functionality is only available for the time slot based quota.

                                                Historical values to be used (Quota % or Used capacity %) This parameter defines if the 'Quota %' or 'Used capacity %' values should be processed for the "estimate quota" functionality. It is only visible if the Estimate quota based on historical data option is selected. This functionality is only available for the time slot based quota.
                                                Process historical data (same weekdays) for period of (one week, one month, two months) This parameter defines a length of the historical period to be analyzed. It is only visible if the Estimate quota based on historical data option is selected. This functionality is only available for the time slot based quota.

                                                About Adjusting Available Capacity

                                                Quota defined as a percentage of capacity must be recalculated regularly to manage the changes in the resource allocation, work skills and other variables.

                                                To perform the adjustment, system estimates the capacity available by calendar, processes the already booked activities, and recalculates the Quota in minutes using the defined percentage value. Quota recalculation is a complex operation therefore, it should be performed only once in a predefined time interval. The interval can be defined as the Available capacity is automatically recalculated every __ minutes parameter under Configuration > Business Rules. The recalculation interval in minutes can be defined in the range of 1 to 1,440. By default, it is set to 10 minutes.

                                                The quota and capacity are recalculated for a predefined future period. The period is defined as a number of days or calendar weeks. The maximum value is 99 days or 15 calendar weeks. The recalculation start day can be selected to current day, tomorrow, and day after tomorrow.

                                                The calendar week option is processed according to the Week starts on parameter. If the recalculation period is set to 1 calendar week, the recalculation will be performed for all remaining days of the current week (unless the start day is the week start day) plus all the days of the following week. On the contrary, if the recalculation period is set to 7 days, the recalculation will be performed for exactly 7 days.

                                                Quota recalculation is necessary when the:
                                                • New technicians are created

                                                • Technicians are moved in between the capacity areas (sub-buckets can also be moved)

                                                • Technicians are activated/deactivated

                                                • Resource tree is reorganized (directly in the database) during a product upgrade or when a implementation package is installed

                                                • Technician's work skills changes

                                                • Content of an already used work skill group changes

                                                • Set of work skills within a capacity category changes