Several clients
An outsourcer runs contact centre work for several companies. Erlangly keeps each client's lines of business and schedules apart, on one install, with one roster of people. An in-house contact centre has one client, and never sees any of this.
Turning it on
An admin ticks We serve several clients under Settings → Organisation. Then:
- Settings → Clients appears, for planners and admins. Each client has a name, a short code for imports and reports (like ACME), and a time zone.
- Each line of business belongs to a client, chosen on the line of business. Lists show the client with it, like Acme · Billing.
- Each schedule period is for one client.
Your lines of business so far belong to a client named after your organisation. Rename it under Settings → Clients, then add the others.
Lines of business and time zones
- Codes only need to be unique within a client, so two clients can each have a BILLING.
- A line of business's time zone is its own if you set one, otherwise its client's, otherwise your organisation's. Its forecasts and requirements use it.
- A client's schedule is laid out in the client's time zone.
Forecasts are made per line of business, so they're already per client: see Forecasting and staffing.
Schedules
- New schedule period: choose the client. The period covers that client's lines of business, and its drafts schedule the people on them.
- One period at a time per client: a client's periods can't overlap, but different clients' can run side by side.
- Shift patterns list every client's lines of business: tick the ones each pattern is for.
- Publish each client's schedule on its own.
See Scheduling.
People
- People work on lines of business at one client or several. Their page lists each line with its client: see People and teams.
- Working for more than one client: a person works one shift at a time. Generating one client's schedule works around their published shifts for the others, with rest either side, and takes those hours and days off their week. Generate the schedules in the order you'd fill them: the first gets first call on their time.
- A clash still can't get through: changing a shift by hand that would overlap their shift for another client says they already work then, and a schedule with a clash can't be published until it's fixed.
- Swaps stay within a client: agents can only swap with shifts in the same client's schedule. See Shift swaps.
Imports and connections
- People: when a line of business's name or code is used at more than one client, add a client column with the client's name or code to say which.
- Volume history: when clients share a line of business's code, use the ACD queue's ID instead, in the import or through the API. See Importing data.
- ACD connections aren't tied to a client: match a connection's queues to any client's lines of business. Each line of business gets its volumes from one connection. See Connecting your ACD.
Who sees what
Everyone who signs in as a planner, supervisor or admin sees every client: Erlangly doesn't limit anyone to one client. Agents see only their own schedule.
The wallboard and the People list filter by line of business, which names its client, and the adherence report can show adherence by line of business.