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 and other 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 | Generate the schedule automatically instead of assigning every shift by hand |
| Forecasting | Staffing needs calculated from your contact centre's call history |
| Native integration | Seamless connection with Daktela Contact Centre - no manual data entry |
| Compliance | Automatic adherence to contracts, breaks, and labour regulations |
Getting started¶
| Article | Description |
|---|---|
| Introduction | What WFM is and how it works |
| Terminology | Key terms and concepts |
| Daktela CC Integration | Enable WFM, connect your contact centre, sign-in and imports |
Schedule planning¶
| Article | Description |
|---|---|
| Prerequisites | Set up workplaces, employees, contracts, skills, and shifts |
| Needs | Define staffing requirements |
| Forecast | Calculate staffing needs from call history |
| Creating a schedule | Create a new schedule plan |
| Smart Schedule | Automatic schedule generation |
| Solver profiles | Tune what Smart Schedule prioritises |
| Working with schedules | Edit, publish, and manage schedules |
Features¶
| Article | Description |
|---|---|
| Emergency shifts | On-call shift planning |
| Shift preferences | Let employees ask for preferred shifts |
| Split shifts | Shifts with a gap in the middle |
| Consecutive shift limits | Limit the same shift on days in a row |
| Schedule stability | Keep shifts and work steady within a week |
| Rotation patterns | Repeating personal rotas |
| Fixed rosters (Full Fill) | The same shift every working day |
| Contract priority | Plan core staff first, temporary staff when they are full |
| Agent view | What agents see and can do in WFM |
| Requests and notifications | Requests and email notifications |
| Audit log | Who changed what, and when |
Integrations¶
| Article | Description |
|---|---|
| Daktela queues | Bring call history in for Forecast |
| Google Calendar | Synchronise schedules with Google Calendar |
| Pinya HR | Import absences from Pinya HR |
| Sloneek HR | Import absences from Sloneek HR |
| Other applications and API | Active Directory, Azure, SendGrid, Neznam, accounting export, API |