Atlas and Apollo

Your support day is made of two service modules, Atlas and Apollo. A module is a defined block of service, for one brand, in a set window. You confirm each module on its own.

The two modules

Human coverage runs Monday to Friday, from 9:00 to 17:00 Eastern Time, in two modules:

• Atlas — 9:00 to 12:00 ET, three hours.
• Apollo — 13:00 to 17:00 ET, four hours.

From 12:00 to 13:00 ET no Human Node is on the brand. Outside the modules, the brand's customers are answered by the AI.

Times in your time zone

Modules are set in Eastern Time, the same for every brand. Coverage, the Console and Opportunities show each time converted to your own time zone, with daylight saving applied for each date. Your time zone comes from your Profile. See Profile, photo and time zone.

Confirm each module

Modules are offered to you in Coverage. At the start of each cycle, answer every module: confirm it, or decline it at least 48 hours before it starts. Declining in time has no cost and no penalty. See Confirm or decline modules.

Because each module stands on its own, you can confirm Atlas and decline Apollo, or the reverse.

When the Console opens

The Console opens 15 minutes before a module you confirmed, so you can get ready. See The access window.