Daktela WFM
Daktela WFM (Workforce Management) is a shift scheduling tool built for omnichannel contact centres. It helps managers create schedules that ensure the right number of agents with the right skills are available at the right time.
WFM is part of Daktela and integrates directly with your contact centre. Users, skills, and groups are imported from Daktela with a single click.
What WFM solves
- Manual shift planning - Managers assign shifts to specific agents based on their availability and skills.
- Automatic shift planning - Set staffing requirements (Needs) and let WFM generate an optimised schedule automatically.
- Request management - Agents submit time-off or shift change requests. Managers approve or reject them directly in WFM.
- Real-time visibility - The current schedule is accessible within Daktela through an embedded widget.
Key benefits
| Benefit |
Description |
| Time savings |
Reduce scheduling time by up to 80% with automatic schedule generation |
| Accurate forecasting |
AI-powered demand forecasting with 95%+ accuracy based on historical data |
| Native integration |
Seamless connection with Daktela Contact Centre - no manual data entry |
| Compliance |
Automatic adherence to contracts, breaks, and labour regulations |
Getting started
Schedule planning
Features
Integrations
| Article |
Description |
| Google Calendar |
Synchronise schedules with Google Calendar |
| Pinya HR |
Import absences from Pinya HR |