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.

Forecasting and staffing

• Forecasts contact volume and average handle time by 15- or 30-minute interval from the center's own history, read from its ACD or imported from CSV. Planners can override any interval or import their own forecast.
• Works out the agents each interval needs with Erlang C, from the service-level target, maximum occupancy and shrinkage.

Scheduling and labor rules

• Generates schedules within each person's contract, availability, time off and shift patterns, and places breaks and lunches where they cost the least coverage. Coverage shows needed against scheduled for every interval.
• Checks labor law whenever a schedule is generated, edited, swapped or published: rest between shifts, days in a row, daily and weekly hours, overtime and its caps, minimum shifts and break rules. Signed rule packs cover Canada (federal and every province), the US (federal law and 18 states), Jamaica, the Philippines, South Africa, Trinidad and Tobago, Barbados, Guyana, Belize and Panama. Warnings need a planner's approval; violations block the change.
• Agents see their schedule, swap shifts with colleagues and request time off from their phones; supervisors approve swaps, with labor law checked for both people.

Real-time adherence and intraday

• Scores live agent states against the published schedule, on a wallboard with a TV mode.
• Agents report exceptions, such as overtime or an unplanned meeting, and supervisors approve them before they count in adherence.
• Adherence and intraday reports by person, team and line of business compare the plan with what happened: hours needed, scheduled and productive, occupancy and shrinkage.

Built for multi-client BPOs

One install holds several clients, each with its own lines of business, and one person can work for several clients at once. A single-client center never sees the client layer.

Integrations

• Built-in connectors for Twilio Flex, Genesys Cloud, NICE CXone, Amazon Connect, Zoom Contact Center and Five9 read live agent states and, except on Five9 so far, interval queue volumes, with history on first connect. The connectors only make outbound connections.
• Other ACDs can send agent states to a REST ingest API or as CSV exports.
• Single sign-on with Microsoft Entra ID, Google Workspace, Okta or any OpenID Connect provider.
• A REST API and an MCP endpoint let scripts and AI assistants such as Claude and ChatGPT read schedules, coverage and adherence, with the same roles and audit trail as the app.

Deployment and security

• Runs as one Docker container on Ubuntu or Debian (x86-64 or ARM64), installed with one command; upgrades take a snapshot first and roll back if anything fails. Nightly backups stay on the server, with optional off-site copies to S3-compatible storage.
• Customer data never passes through the vendor's servers, and there is no telemetry; the only outbound call is a daily update check, which can be turned off.
• bcrypt password hashing, sign-in rate limits, API tokens stored only as digests, an unprivileged container, a strict Content-Security-Policy and an append-only audit trail.
• Schedule generation takes seconds, even for floors of thousands of agents.

Pricing

Free for up to 25 agents. Beyond that, US$12 per agent per month billed yearly, or US$8 for organizations whose agents mostly work in the Caribbean, Latin America, the Philippines, India or Africa. A perpetual license is also available (US$299 per agent, or US$199 regional, with a year of updates). A 30-day trial covers any number of agents.