How to schedule and manage shifts
Last updated October 12, 2026
Overview
Shifts let you plan when each agent is working, track time off and keep your team's availability up to date in Atlas. Admins build the team schedule and approve or decline time off requests. Once shifts are turned on for your workspace, Admins and Agents also see "Schedule" in "Settings" .
Key Features
- Shift scheduling: Plan agent shifts on a shared calendar, with one-time or recurring shifts.
- On-shift routing: Agents in the same shift are eligible to receive routed tickets during that shift.
- Time off requests: Request scheduled time off, emergency time off or an additional shift.
- Approvals: Admins approve or decline scheduled time off from one list.
- Notifications: Choose which Admins are notified about time off requests and availability updates.
- Team visibility: Decide whether agents can see their teammates' shifts.
How to configure shifts settings
- Go to "App Configuration > Shifts > Settings" .
- Select the "Recipients" who are notified about time off requests and availability updates.
- Turn on "Enable agents to view shifts of other agents" if agents should see their teammates' schedules.
- Click "Save".
How to create a shift
- Go to "App Configuration > Shifts > Scheduling" .
- Go to the week you want, then click "Add shift", or click and drag across the hours on the calendar.
- Fill in the shift details:
- "Title": Enter a name that describes the shift.
- "Agents": Select every agent who works this shift. Click the X next to a name to remove it.
- "Date": Select the day the shift starts.
- "Start time" and "End time": Set when the shift begins and ends.
- "Recurring": Choose how often the shift repeats: "Don't repeat", "Every day", "Every weekday", "Every week", "Every 2 weeks", "Every month", "Every year" or "Custom". With "Custom", enter a number and pick the unit, for example 1 and "weeks".
- Click "Create shift". The shift appears on the calendar.
Use the toolbar to find shifts quickly: switch between calendar and list view, click "Filter" to show specific agents, turn on "Show time off", or click "Today" and the arrows to move between weeks.
Example: Weekday APAC shift
Three agents, Alex, Jordan and Taylor, cover APAC inquiries Monday to Friday, 9:00 AM to 5:00 PM.
| Setting | Value |
| Title | APAC Support Shift |
| Agents | Alex, Jordan, Taylor |
| Date | The first day of the shift |
| Start time | 09:00 AM |
| End time | 05:00 PM |
| Recurring | Every weekday (Mon–Fri) |
How to edit a shift
- Go to "App Configuration > Shifts > Scheduling" and click the shift on the calendar.
- Make your changes and click "Update shift".
- For a recurring shift, select "This event" or "All shifts" and click "Apply".
How to delete a shift
- Go to "App Configuration > Shifts > Scheduling" and click the shift on the calendar.
- Click "Delete".
- For a recurring shift, select "This event" or "All shifts" and click "Apply".
FAQs & Troubleshooting
Why aren't agents receiving routed tickets during their shift?
Check that you didn't create separate overlapping shifts for individual agents. Add all agents who should receive tickets to one shared shift.
Why did my edit or deletion only apply to one day?
You selected "This event". To change or remove the whole series, select "All shifts" and click "Apply".
Why does my recurring shift appear on the wrong day?
Recurring shifts repeat based on the "Date" you set. For example, a weekly shift that starts on a Monday always repeats on Mondays. Delete the series and create it again on the correct day.
Does deleting a shift reassign tickets?
No. Tickets already assigned during the shift stay with their agents. The shift just stops routing tickets for that time.
Why can't I select an agent as a recipient?
Only Admins can receive time off and availability notifications.
Why can't agents see their teammates' shifts?
Turn on "Enable agents to view shifts of other agents" and click "Save".