Welcome to Day 1 of Launch Week! We're excited to introduce a new feature that will streamline how you manage your team’s time: Scheduling.

Here’s what you can expect:

• create shifts for your teammates or teams
• handle time off requests
• redistribute tickets after shifts
• dynamic routing (ie, round robin and least busy agent routing)

Let’s dig in.

Shifts

Create shifts for your teammates or entire teams, making it easy to see who’s working at any given time. You can also use calendar features you’re familiar with: repeat events, edit single events in a series, and delete events as needed.

Time-off requests

We’re also making it easier to handle time-off requests. Agents can now request time off directly within Atlas, and admins will have the ability to approve or reject these requests with just a few clicks. This ensures that your team’s availability is always accurate and that no one’s request slips through the cracks.

Redistribute tickets after shifts

Once an agent’s shift concludes, any unassigned tickets they were handling are automatically redistributed to other agents who are currently on duty. This means that even as your team transitions between shifts, no ticket is left unattended, ensuring continuous support for your customers.

Dynamic routing

You can now dynamically route tickets to different team members using two strategies: round robin and least busy agent.

Round robin assigns tickets to each teammate in a cycle (eg, Alice, Bob, Charly, Alice, Bob, Charly, etc.)

Least busy agent assigns tickets to the teammate with the fewest open tickets. If there’s a tie, the teammate who hasn’t received a ticket for the longest time gets the next one.

We hope this new scheduling feature helps you manage your team’s time more effectively. Stay tuned for more exciting updates as Launch Week continues!