Demand → staffing: Start with the operating evidence
A sample forecast rises 8%. Resource Management uses the updated demand and service goal to prepare the staffing requirement. A proposed service improvement alone does not change that requirement.
Atlas · Customer operations platform
One platform for running customer operations.
Atlas connects workforce management, quality, coaching, customer intelligence and knowledge management across the communications systems already in use.
Atlas
Work that stays connected.
Forecasts inform schedules. Quality findings give coaching a focus. Customer questions reveal guidance that needs updating. Atlas keeps this work connected, so your team can act with the right information.
Start with the operating evidence
A sample forecast rises 8%. Resource Management uses the updated demand and service goal to prepare the staffing requirement. A proposed service improvement alone does not change that requirement.
Read every scenario
Quality → coaching: Give the finding a useful next step
Performance Assurance keeps a quality finding with its conversation and criterion. Workforce Development can use that evidence and current guidance to prepare a coaching focus. Completing coaching is separate from evidence of later improvement.
Questions → guidance: Prepare an answer people can trust
Customer Intelligence identifies recurring questions. Knowledge Operations prepares clearer guidance for review, preserves the current approved version, and tracks distribution after approval.
Atlas
Five Agencies. One connected operation.
Each AI Agency handles a part of running your contact center—from staffing and quality to coaching, customer insight and knowledge. You set the goals and decide what it can do.
Resource Management
Workforce management
Forecast demand, plan capacity, build schedules, manage intraday coverage, track adherence, administer time off, and calculate timecards.
- 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
- Required
- 412
- Scheduled
- 397
- Coverage
- 96.4%
agent-hours
agent-hours
scheduled ÷ required
- Scheduled
- Required
Tuesday, 09:00–17:00. Scheduled coverage falls below requirement between 12:00 and 14:00.
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 |
Use the CCaaS you have, or use ours.
Keep your supported provider
Connect Atlas to the communications environment already running the operation. Supported providers include Zoom and Amazon Connect. Confirm the available capabilities for your setup.
Bring calling into AionCX
Answer calls, manage callbacks and follow up on voicemail in Skyway, with Atlas working from the same conversations.
Start with the operation you have.
Connect the sources
Bring the communications and operating information required for the selected use case.
Set standards and authority
Agree the working rules, reviewers and actions the Agency may carry out.
Review and expand
Inspect the first prepared work and add other Agencies as your needs grow.
Bring Atlas to the operation you run today.
Bring us the operation you run today and the work you want to improve.
Talk to AionCX