What Erlangly does
Everything a planner, a supervisor and an agent need, and nothing they don't.
Forecasts you can trust
- Plan in 15 or 30-minute intervals, to match your ACD, with your week starting on the day you choose.
- Import interval history by CSV or send it through the API: contacts, handle time and abandons, per line of business or ACD queue.
- A weighted forecast by weekday and interval, with growth, warnings when history is short, and your own overrides kept through recalculation.
- Your organization's public holidays are left out of the history, and so are the outages and one-off days you pick. An outage within a day is found for you, and doesn't pull the forecast down.
- Staffing per interval: Erlang C for voice, concurrency for chat, and email and tickets planned to their response target within opening hours, with service targets, occupancy caps and shrinkage by date, or to the agents your client asks for.
- Forecast accuracy against what really came in.
Schedules in minutes
- Shift patterns say what shifts can look like: days, start windows, lengths, and where breaks and lunches go.
- Generation builds weeks at a time against the published forecast, for 500 agents in seconds, using contracts, binding availability, approved time off and multi-skilled agents across lines of business.
- Compare drafts, hand-edit shifts and breaks, then publish. Hand edits after publishing need a reason, and go in the audit trail.
- Look at one team at a time: just its people's shifts, beside everyone's coverage. A team lead's own team is marked.
- Several clients on one roster: dedicate an agent to one line of business or one client, or share them across clients, and nobody is double-booked.
Labor law built in
- Every schedule is checked as it's generated, edited, swapped and published. A violation stops the change; a warning needs your OK.
- Rest between shifts, days in a row, daily and weekly hours, overtime and its caps, day, night and mixed shifts, minimum shifts and breaks, as each country's law sets them, with its public holidays.
- Made for remote, on-site and hybrid teams: each person follows the law where they work, their site's or their own when they work from home, else the organization's, in their own time zone.
- Tighten any rule yourself; loosening one needs an admin and a reason.
- Signed rule packs, checked against their official sources each quarter; a change we find ships in the next release.
The United States
Federal law and 32 states: weekly overtime in all of them; daily overtime, meal and rest breaks where the state sets them.
The 32 states
Alaska, Arizona, California, Colorado, Connecticut, Delaware, Florida, Georgia, Illinois, Kentucky, Maine, Maryland, Massachusetts, Michigan, Minnesota, Nebraska, Nevada, New Hampshire, New Jersey, New York, North Carolina, North Dakota, Ohio, Oregon, Pennsylvania, Rhode Island, Tennessee, Texas, Vermont, Virginia, Washington and West Virginia. Daily overtime in Alaska, California, Colorado and Nevada; meal breaks in California, Colorado, Connecticut, Delaware, Illinois, Kentucky, Maine, Massachusetts, Minnesota, Nevada, New Hampshire, New York, North Dakota, Oregon, Rhode Island, Tennessee, Washington and West Virginia; rest breaks in California, Colorado, Kentucky, Minnesota, Nevada, Oregon and Washington.
Canada
Federal law and all ten provinces: overtime, the shortest shift, breaks and holidays, and rest between shifts and days in a row in most.
The ten provinces
Alberta, British Columbia, Manitoba, New Brunswick, Newfoundland and Labrador, Nova Scotia, Ontario, Prince Edward Island, Quebec and Saskatchewan. Rest between shifts in five provinces, and days in a row in eight, as well as under federal law.
The Philippines
Overtime past 8 hours a day, the meal break, and six days in a row.
India
The Labour Codes, seven states and Delhi: overtime, rest intervals, a seventh day in a row, and the holidays of each.
The seven states and Delhi
Haryana, Karnataka, Maharashtra, Tamil Nadu, Telangana (and its IT/ITES exemption), Uttar Pradesh and West Bengal, with Delhi, a union territory.
Jamaica
A 40-hour week past which overtime is paid, and a rest day each week.
South Africa
Overtime past 45 hours a week and 9 a day, 12 hours' rest between shifts, and an hour's meal within 5 hours.
Kenya
Overtime past 52 hours a week, night work's own limits, and six days in a row.
Panama
Day, mixed and night shifts, each with its own hours, a cap on overtime, 12 hours' rest, and a meal break within 5 hours.
Trinidad and Tobago
Overtime past 40 hours a week and 8 a day, and a meal break within 4½ hours.
Barbados
Public holidays for offices; hours, rest and meal breaks too under the Shops Act.
Belize
Overtime past 45 hours a week and 9 a day, 9 hours' rest, and an hour's meal within 6 hours.
Guyana
Overtime past 40 hours a week, and public holidays.
Every country's rules, side by side. The packs help you follow the law, but they aren't legal advice: you stay responsible for your schedules (license agreement, section 4).
The floor, live
Erlangly follows your ACD as agents change state, scores adherence every 15 minutes against the published schedule, and shows the floor on a wallboard.
Your ACD, connected directly
Twilio Flex, Zoom Contact Center, Genesys Cloud, NICE CXone and Amazon Connect: agents' statuses as they change, and your queues' volumes every 15 minutes, with history on day one (13 weeks; 30 days for Twilio, all it keeps). Five9 too, for agents' statuses so far. Nothing to script, and nothing to open to the internet.
Any other ACD
It sends agent states to a simple HTTPS API, with its own token; if it can't call a web API itself, a short script in front of it can, and we'll help you write it. Its agent IDs and state codes are mapped in settings.
Adherence every 15 minutes
Scored against the published schedule, with an adherence report by person, team and line of business.
A wallboard for the floor
For supervisors and wall TVs: who's out of adherence, time in state, alarms and saved views, for the whole floor or one team.
Intraday
Each day beside the plan, interval by interval or over up to 31 days: contacts and handle time against the forecast, abandons, and agents needed, scheduled and on the phones, with their occupancy. Answer rate and service level against each line's own target show where your ACD, a volume file or the API says how many contacts were answered, and how many within the target time (which ACDs do).
Exceptions
Late, sick, meetings and overtime are reported by agents and approved by supervisors, and adherence follows.
Told when it changes
- Agents turn notifications on once, from My schedule. Android phones and computers are ready right away; on an iPhone, Erlangly goes on the Home Screen first.
- A planner moves a shift on the published schedule, and the agent's phone says what changed, once. One tap opens their schedule.
- A bell and a Notifications page keep 30 days. Read one on the phone and the count on the computer clears, live.
- Swaps, time off and what agents report, decided. Supervisors get one notification for everything waiting on them; admins hear when Erlangly needs looking at.
- Each person chooses what comes to their devices and what's emailed: right away, in a morning summary, or not at all.
- Your server sends each one straight to the phone's own push service, encrypted for the device. Nothing goes to us, and an admin can turn them off for everyone.
For agents, on a phone or at their desk
- Any browser, on a phone or a computer, with nothing to install.
- Their week, with breaks, days off and time off, in their own time zone.
- Ask for time off, swap a shift with a colleague who works the same line of business, tell their supervisor they're running late.
- "Got it" tells the planner they've seen a new schedule; any later change asks again.
- Notifications on their phone, and emails once you connect your mail server, when a schedule is published or a request is decided.
Self-hosted, and yours to automate
- One Docker container on your server, installed with one command; upgrades snapshot your data and roll back by themselves if something's wrong.
- Nightly backups, an update check you can turn off, no telemetry.
- Export everything as CSV files, from Settings or with
erlangly export, whenever you like. - A JSON API with personal tokens for your own scripts and AI agents, and an
erlanglycommand on the server. - Integration tokens and webhooks keep people, leave and payroll hours in step with your HR system, and tell your other systems when shifts change: How to automate Erlangly (3:32).
- Single sign-on with Microsoft Entra ID, Google Workspace, Okta or any OIDC provider. Require it for staff or for everyone, with break-glass admins so you're never locked out, and two-factor authentication for anyone who signs in with a password.
- Four roles (admin, planner, supervisor, agent) and a full audit trail.
Works with your AI assistant
- Claude, ChatGPT, Copilot and other assistants that speak MCP answer from your schedules, forecasts and adherence: “are we short on Billing tomorrow morning?”, “who's out of adherence right now?”, “what's waiting for my approval?”
- Paste your Erlangly's address, sign in with your password or SSO, and choose what it may do: only read, or also ask for, approve and turn down time off.
- It works as the person who connected it, with their role. Publishing a schedule stays with a person in Erlangly.
- What it changes is in the audit trail under your name, marked as done by an assistant.
- Off until an admin turns it on. Disconnect it any time; resetting your password disconnects it too.
- Connecting Claude works the same way, and has its own film (2:50).
Try it on your own server
Free for up to 25 agents, for good, or a 30-day trial with no agent limit.