E Erlangly

Connecting your ACD

Erlangly scores adherence and runs the wallboard from agent states your ACD sends: available, on a call, after-call work, breaks, logged off. There are no built-in connectors for particular ACDs yet: your ACD, or a short script in front of it, sends states to the API below. Tell us which ACD you run and we'll help you write it.

1. Add a connection

Under Settings → Connections, add one for your ACD. You get a token, shown once: keep it in the script or integration that sends the states.

2. Send agent states

POST /api/v1/agent_state_events
Authorization: Bearer <the connection's token>
Content-Type: application/json

{ "events": [
  { "agent_ref": "4411", "occurred_at": "2026-10-06T14:03:11Z",
    "state": "ON_CALL", "reason_code": null, "event_id": "abc-1" }
] }
  • Up to 500 events per request; send them as they happen, or every few seconds in batches.
  • agent_ref is the agent's ID in your ACD. event_id makes retries safe: a repeated ID is reported as a duplicate, not applied twice.
  • Each event gets its own result: applied, duplicate, out_of_order (kept, but never moves someone's state backwards) or invalid with the reason.

3. Link agent IDs and map state codes

  • Agent IDs come with people: on each person's page, or in the people import. IDs nobody is linked to show up under the connection, where you can say who each one is.
  • Erlangly's states are AVAILABLE, ON_CALL, ACW, BREAK, AUX and OFFLINE. Your ACD's own codes show up under the connection to be mapped, by code or as CODE:REASON.

Volumes

The same token sends interval volumes to POST /api/v1/volume_intervals, with the columns of the volume import.