Atlas and the five Agencies

Find the Atlas workflows for staffing, quality, customer intelligence, workforce development, and knowledge operations.

Atlas brings the work of running customer operations into one platform. Its five Agencies describe the operational jobs; the application groups the screens you use under Workforce, Quality, Conversations, Analytics, Knowledge, and Work.

Agency	What you use it for	Where to begin
Resource Management	Forecast demand, calculate staffing, prepare schedules, and compare delivery with the plan	Prepare a staffing plan
Performance Assurance	Review evaluations and their supporting conversations, then address issues	Review interactions and evidence
Customer Intelligence	Examine contact reasons, scenarios, repeat interactions, and customer needs	Inspect findings and source evidence
Workforce Development	Use observed performance and relevant knowledge to support coaching and onboarding	Begin with an evidenced need, the relevant knowledge, and assigned follow-up in Work
Knowledge Operations	Maintain articles, reviews, published versions, and supported delivery destinations	Edit and publish knowledge

Find the right screen

Select a product in the left rail to see its pages. Use Search Atlas with Command K or Control K to find a destination. Admin Center contains workspace configuration, access, integrations, calendars, and other administration.

Your role and enabled workspace features determine what appears. Ask a workspace administrator for the specific task you need to perform if a page is unavailable. Switching workspace changes the data and configuration you are working with.

Work from evidence

A finding describes what was observed in a source. An evaluation applies a particular form or Definition. A forecast predicts a particular metric over a time window. Open the source, scope, version, and status before using any of these to make a decision.

For example, a reported promise to call a customer on Friday is evidence of a commitment. Confirm its later completion through the relevant operational record.

First task

Choose one result to produce: a reviewed conversation, a staffing plan, or an approved article. Follow that guide through its final saved state. You can then connect related work through the same workspace.

Developers and external agents can use the published API and MCP interfaces for the operations covered by those contracts.