Erlangly for supervisors

Here's what supervisors can do in Erlangly, over one morning on the floor. See the shifts, see your team's shifts, watch the wallboard, save your own view, handle late agents, record a sick day, approve time off, approve a swap, spot long breaks, check adherence, let someone go home sick, check Intraday, and find time for coaching.

See the shifts: the whole floor or one line of business, a day or a week at a time, each with its breaks and lunch. Under People, open anyone's page for their lines of business, contract hours, availability and time off.

See your team's shifts. Choose your team, and the schedule shows just your people each with their breaks and lunch beside the whole floor's coverage.

Watch the wallboard. As shifts begin and agents sign in, the wallboard comes alive. Each tile is one person: their state from your ACD, how long they've been in it, and what the published schedule asks of them right now. Anyone who isn't doing what it asks comes first, outlined in red. And the top line says how much of the floor is in adherence at this moment.

Save your own view. Narrow it to a line of business or a team, or to just the people out of adherence, and save it as a view anyone can open. Then put it on the floor's TV. It updates itself, within seconds of each change.

Handle late agents. Shifts have started, and someone's still logged off. They called ahead: they're running late. Record it from their tile, late for the minutes they'll miss, and their adherence counts it.

Record a sick day. Another call: someone's off sick today. Add it as sick leave. It's approved as you add it, and it lies over their shift, so the gap shows in the schedule's coverage, for the planner to fill.

Approve time off. Time off, swaps and exceptions wait for you in one place, each with a count. A time-off request shows the shifts it lands on. Approve it with a note, and they see it on their phone.

Approve a swap. It needs a colleague to accept, and then you. When you approve it, Erlangly checks labor law and schedule rules for both of them. Each shift keeps its time and its line of business: the two people trade them.

Spot long breaks. Mid-morning, breaks are well under way. Anyone too long on a break or in after-call work turns amber, and too long at lunch turns red, at times a planner sets for the floor. Back late from a break, they're out of adherence too.

Check adherence. A minute after each fifteen-minute interval closes, Erlangly scores it: time in the state the schedule asked for, out of the time your ACD reported. The report puts the lowest first, by person, team or line of business, and anything under ninety percent shows in red.

Let someone go home sick. Later, an agent feels unwell, and tells you from their phone. Approve it, and they can go home: from the time they asked for, their adherence expects them away.

Check Intraday. Intraday shows how the morning went against the plan, interval by interval: the agents the forecast needed, the agents scheduled, and the agents on the phones. An interval short of agents would show in red; this morning, none was.

Find time for coaching. Where a line has more agents on the phone than it needs, schedule coaching, training or a team meeting. Choose who and for how long, and Erlangly offers only the times that leave at least one agent spare. Their shift, breaks and lunch stay as they are. Your floor, in plain sight. Erlangly. Learn more at erlangly.com.