Faster response times with Workforce optimization (WFO) EAP – plus don’t miss our AMA!
Hi, Atlassian Community!
We’re rolling out the first Workforce Optimization (WFO) Early Access Program for Jira Service Management, bringing together schedules, agent statuses, capacity, and smart routing so every request lands with the right person, at the right time, without overloading your team. To go deeper and see WFO in action, we’re also hosting an AMA on March 17 at 8 am EST.
To learn all about Workforce Optimization and see it in action, join us for an AMA on March 17, 2026, at 8 a.m. EST.
Build reliable schedules for your service teams
Create and adjust team-based schedules so it’s always clear who should be on at any given time. Leads can set up recurring shifts, see upcoming coverage for their teams, and safely tweak future shifts without losing historical context, giving you a dependable backbone for routing and reporting.
Balance availability and capacity to protect your agents
Combine real‑time availability (e.g. Available / On break) with simple capacity limits to keep work flowing without overloading your staff. Agents control their own status, leads see who’s actually on and how busy they are, and WFO uses this to avoid assigning new work to anyone already at (or over) their agreed capacity.
Route every request to the right agent, automatically
Use automatic routing to send new work items straight to the best available agent, or lean on smart suggestions when assigning manually. WFO looks at team membership, schedules, live availability, and current workload to recommend (or auto‑pick) the right person, reducing time‑to‑first‑response and distributing work more fairly across the team.
Join our AMA on March 17
Want to see Workforce optimization in action and ask questions about the upcoming EAP? Join our AMA on March 17, 2026 at 8 a.m. EST, with @Anshumaan Bhartiya and @Subrata Dass, as they walk through the roadmap, share early learnings, and find out what’s coming next for Workforce optimization in Jira Service Management.
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Anshumaan Bhartiya
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