Workforce management

Coordinate efforts among your team members to deliver an exceptional customer experience.

Scheduling
Balance your workload and monitor your team to give your customers an exceptional experience.
Assign
Assign tickets to a team, rather than an individual so your team knows exactly which tickets they should be handling.
Track
View team performance in ticket reporting.
Organize
Create inboxes for specific teams that dynamically update as you add and remove members to your teams.
Distribution strategies
Distribute tickets to team members based on a round-robin or least-busy agent strategy.
Reassignments
Reassign tickets based on shift schedules, customer wait times, and teammate availability.
Workload capacity
Define the maximum number of tickets any agent can be assigned at a given time
Shifts
Ensure optimal ticket balance among teammates by creating and monitoring online shifts.
Time-off tracking
Track and approve or decline when teammates are off their normal shifts.
Smart availability tracking
Track teammates’ online/offline status so that they have flexibility in start and end times for their shifts.

© Atlas Support, Inc. All Rights Reserved.
6701 Koll Center Pkwy
Ste 250
Pleasanton, CA 94566

  • Products