Erlangly

What is Erlangly?

Erlangly is workforce management (WFM) software for contact centers and BPOs, installed on the customer's own server. It covers forecasting, staffing, scheduling and real-time adherence, and is free for up to 25 agents with every feature included.

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Categories & Use Cases

Media

Screenshot of the schedule for the whole floor: shifts and breaks within each person's contract, availability and labor rules, with coverage against the forecast for every interval.

Screenshot of Labor law, which is built in: each rule warns or blocks publishing, checked whenever a schedule is made or changed, with the year's public holidays. Signed rule packs for Canada, the US, Jamaica, the Philippines, South Africa and more.

Screenshot of Live wallboard for supervisors and wall TVs: who's on a call, available or on break right now, who's out of adherence, and the floor's adherence, by line of business and team.

Screenshot of contacts and handle time forecasting by interval from the center's own history, with the agents each interval needs worked out by Erlang C for the service level, occupancy and shrinkage.

Screenshot of the connection to Twilio Flex: live agent activities for adherence and queue volumes for forecasting, with each activity Flex sends mapped once. Genesys Cloud, NICE CXone, Amazon Connect, Five9 and Zoom Contact Center connect too.

Screenshot of Agents on their phones: the week's shifts, breaks and lunches, and a notice when their schedule is published or changes. They can swap shifts and ask for time off from their phone too.

Screenshot of Intraday: plan against what actually happened, by day and line of business. Agent hours needed, scheduled and productive, occupancy, planned against actual shrinkage, and adherence.

Screenshot of Adherence report by person, team or line of business: time in the state the published schedule asked for, out of the time the ACD reported, with time out of adherence and gaps in ACD data.

Screenshot of Shift swaps from the phone: an agent picks a colleague's shift to take instead, the colleague accepts, and a supervisor approves, with labor law checked for both of them.

Screenshot of Exceptions: agents report what they did instead of their schedule, like an unplanned meeting, overtime, sickness or arriving late, and a supervisor approves or declines. Approved ones count in adherence.

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Screenshot of the schedule for the whole floor: shifts and breaks within each person's contract, availability and labor rules, with coverage against the forecast for every interval.

Verint Workforce Management