Why did my first response time go up in Atlas?
The Atlas help pages give 4 common reasons. The first to rule out: When routing is limited to agents on shift, tickets that arrive while few people are on shift have fewer people to go to.
What causes it?
When routing is limited to agents on shift, tickets that arrive while few people are on shift have fewer people to go to.
In the Atlas help:
Tickets go only to agents who are on shift right now.
How to create and manage routing rules, read 2026-11-12.Shifts set up separately for each agent that overlap can stop on-shift routing from working, as Atlas's help pages explain.
In the Atlas help:
Separate overlapping shifts for individual agents prevent on-shift routing from working.
How to create and manage routing rules, read 2026-11-12.If each agent has a cap on open tickets, new tickets can wait once everyone on shift is at the cap.
In the Atlas help:
You can limit it to agents on shift and set a maximum number of open tickets per agent.
How to create and manage routing rules, read 2026-11-12.A ticket that matches no routing rule falls back to the default settings, so a new kind of ticket can miss the team meant to answer it.
In the Atlas help:
If no rule matches, the ticket keeps your default settings.
How to create and manage routing rules, read 2026-11-12.
How do I check it myself?
Check the order of your routing rules, since only the first rule that matches is used.
In the Atlas help:
If a rule higher in the list matched first, the rules below it are skipped.
How to create and manage routing rules, read 2026-11-12.Check when a routing rule was last changed, since tickets that arrived before the change are not routed by it.
In the Atlas help:
Rules evaluate only new tickets received after the rule is created or updated.
How to create and manage routing rules, read 2026-11-12.
How does Atlas work with Feder?
- Connect Atlas to Feder and it joins your Experience apps.
- When you connect Atlas, Feder checks the connection straight away and shows Connected only when that check passes. If a reading cannot be taken later, Feder shows it as not read, never as zero.
Some numbers are too quiet to judge daily, such as a form filled in a few times a week. Until there is enough of your own history to judge a change, Feder says it is still learning and scores nothing, rather than guessing.
See whether you can trust the numbers in Atlas, one of your Experience apps. Feder only reads. It never changes anything in Atlas.
What else goes wrong with these numbers?
- Why did my CSAT responses drop in Atlas?Atlas
- Why did my tickets outside SLA jump in Atlas?Atlas
- Why did Google Analytics stop collecting data?Google Analytics
- Why aren't my key events showing in Google Analytics?Google Analytics
- Why does Google Analytics show (not set)?Google Analytics
See every question.
Where do these answers come from?
Every cause and check on this page comes from the Atlas help pages, quoted above with the date we read them. Last reviewed 2026-11-12. We read them again by 2027-11-12. If one changes, this page changes or comes down.