The job/ticket queue. Every job carries one category, which decides whether it draws from reactive or planned capacity.
Weighted open hours per technician against their own declared capacity,
split by pool. A tech can look fine on total hours while being swamped
with reactive work — that is exactly what this separates out.
Capacity is set per employee on tech.viyeti.com/admin;
unset falls back to the 40h / 30% reactive example in JOB_STRUCTURE.md.