What it handles
- Interval and daily forecasting
- Capacity planning
- What-if scenarios
- Staffing requirements
- Schedule generation
- Coverage
- Intraday management
- Real-time adherence
- Time off
- Timecards and pay rules
AI for contact center operations
Welcome to the Smart and Connected Contact Center
AI handles the daily work of forecasting demand, reviewing calls, preparing coaching and keeping knowledge current so your team can focus on customers and the decisions that need you.
Atlas · Operations
Atlas · Operations
Required vs. scheduled agents
Tue · 09:00–17:00
- Scheduled
- Required
- Proposed change, 12:30–13:30
Interval coverage (scheduled ÷ required)
- 95% or more
- 90–95%
- Below 90%
Chart data
| Interval | Scheduled | Required | Coverage |
|---|---|---|---|
| 09:00 | 38 | 38 | 100% |
| 09:30 | 44 | 44 | 100% |
| 10:00 | 50 | 50 | 100% |
| 10:30 | 53 | 55 | 96.4% |
| 11:00 | 56 | 58 | 96.6% |
| 11:30 | 58 | 60 | 96.7% |
| 12:00 | 54 | 57 | 94.7% |
| 12:30 | 46 | 52 | 88.5% |
| 13:00 | 44 | 50 | 88% |
| 13:30 | 50 | 54 | 92.6% |
| 14:00 | 55 | 58 | 94.8% |
| 14:30 | 54 | 56 | 96.4% |
| 15:00 | 52 | 52 | 100% |
| 15:30 | 48 | 48 | 100% |
| 16:00 | 48 | 48 | 100% |
| 16:30 | 44 | 44 | 100% |
Atlas
The Operating System for CX.
Atlas connects the people, work, interactions, policies, and outcomes that other systems keep apart.
Resource Management
Forecast demand, plan capacity, build schedules, manage intraday coverage, track adherence, administer time off, and calculate timecards.
Staffing · Tuesday
- Scheduled
- Required
Chart data
| Interval | Scheduled | Required |
|---|---|---|
| 09:00 | 38 | 38 |
| 09:30 | 44 | 44 |
| 10:00 | 50 | 50 |
| 10:30 | 53 | 55 |
| 11:00 | 56 | 58 |
| 11:30 | 58 | 60 |
| 12:00 | 54 | 57 |
| 12:30 | 46 | 52 |
| 13:00 | 44 | 50 |
| 13:30 | 50 | 54 |
| 14:00 | 55 | 58 |
| 14:30 | 54 | 56 |
| 15:00 | 52 | 52 |
| 15:30 | 48 | 48 |
| 16:00 | 48 | 48 |
| 16:30 | 44 | 44 |
- Required
- 412
- Scheduled
- 397
- Coverage
- 96.4%
agent-hours
agent-hours
Communications
Use the CCaaS you have, or use ours.
Connect to the operation you run today.
Connect Atlas to the communications environment already running the operation. Standardize workforce management, quality, coaching, and customer intelligence without an immediate platform replacement.
Supported providers include Zoom and Amazon Connect.
Built around the operation you run.
Small and midsize contact centers
For supervisors who handle scheduling, call reviews and coaching alongside running the floor. Agencies take on that work so managers can spend more time with their team.
- Call reviews without a dedicated QA team
- Schedules built from your demand and availability
- Coaching plans ready for supervisors
- Current answers without a knowledge team
Enterprise contact centers
For operations that need common standards across teams and locations while keeping each site’s policies, hours and authority.
- Common quality and coaching programs
- Local requirements kept explicit
- Staffing across teams and platforms
- Clear ownership of exceptions
BPOs and service providers
For providers delivering to several clients, each with its own standards, reporting and cost of delivery.
- Client-specific scorecards and guidance
- Staffing for each program
- Evidence for client service reviews
- Less repeated work per program
Developers
For teams building their own service applications with AionCX transcription, conversation analysis, customer context and reporting.
- Transcripts and findings with evidence
- Customer history by your own IDs
- Consistent measures across tools
- Use without Atlas or Skyway
Connect your CX. See what AionCX can do with it.
Bring us the operation you run today and the work you want to improve.
Talk to AionCX