Skip to content

Daktela CC Integration

WFM connects to your Daktela contact centre to import users, skills, and groups - the latter either as workplaces or as agent groups. This eliminates manual data entry - everything synchronises with a single click.

Enable WFM in Daktela

WFM is switched on and off in Daktela, not in WFM. A Daktela administrator controls it on the Globals page, tab Integrations, section Workforce Management. WFM works only while that checkbox is ticked.

What happens when WFM is switched off

  • Users who open WFM are redirected to the Workforce Management page on daktela.com.
  • WFM embedded in Daktela (see Display schedule in Daktela) shows "Workforce Management is not enabled for this account." instead of the schedule.
  • Background jobs stop: the hourly absence import from HR systems (Pinya, Sloneek, Neznam), the automatic import of queue history from Daktela, and the schedule reminders.

Nothing is deleted. Tick the checkbox again and WFM is back with all its data.

Opening WFM from Daktela

While WFM is enabled, the Daktela product switcher in the top bar offers WFM. It opens WFM (https://<your-daktela-domain>/wfm/app) in a new browser tab, and the shared login signs you in - see Single sign-on and logout.

Connect to Daktela

Before importing data, you need to add your contact centre to WFM.

How to set up

  1. In the left menu, click Settings.
  2. In the Integrations section, select Call Centers.
  3. Click the Add Call Center button in the top right.
  4. Fill in the New Call Center form:
    • Name - Any name for the contact centre (e.g., "Daktela CC")
    • URL - Your Daktela address (e.g., https://your-company.daktela.com)
    • Purpose - What WFM uses this contact centre for (see below). Default: SSO + Data.
    • Token - API token from Daktela
  5. Click Save.
Purpose Meaning
SSO + Data Users sign in through this contact centre, and WFM reads its data. The right choice when you connect a single contact centre.
SSO only Users sign in through this contact centre.
Data only WFM reads data from this contact centre, but nobody signs in through it.

If you connect several contact centres, mark the one your users sign in to as SSO only or SSO + Data, and the others as Data only.

When you edit a contact centre that already has a token, the Token field is empty. Leave it empty to keep the stored token, or enter a new one to replace it.

How to get an API token in Daktela

  1. Log in to Daktela as an administrator.
  2. Go to Settings > Accesses > API Tokens.
  3. Create a new token with read permissions (see the note below).
  4. Copy the token and paste it into WFM.

Note

WFM reads users, groups, queues (including their queue profiles, which assign skills to agents), activities (the call history used by Forecast) and ticket categories. Give the token read permission for all of them. The token also limits what WFM can see: groups or queues the token's user has no access to are not offered. One WFM instance can be connected to multiple contact centres.

Single sign-on and logout

WFM shares its login with your Daktela contact centre - regular users do not sign in to WFM separately.

Signing in

When you are logged in to Daktela CC, opening WFM on the same domain signs you in automatically. If you are not logged in yet, open Daktela CC, sign in there, then reload WFM - it logs you in.

Who can sign in, and with which role

The first time a Daktela user opens WFM, WFM creates an employee for them automatically - there is nothing to prepare in WFM beforehand.

  • Role. WFM gives the new employee the Admin role when their Daktela access rights to users are at the administrator level, and the Agent role otherwise. The role is set only when the employee is created. Later changes in Daktela do not change it; change it in WFM under People > Employees.
  • Existing WFM account. If an active WFM employee with the same username or e-mail already exists - for example one you created by hand or imported - WFM links it to the Daktela login on that first sign-in instead of creating a second one.
  • Daktela administrator. The Daktela instance administrator signs in as the WFM super administrator.

These accounts cannot sign in to WFM and see "This Daktela account cannot sign in to WFM.":

  • customer portal accounts,
  • API users,
  • Cloud Phone users,
  • partner and reseller administrators,
  • users whose WFM employee is deactivated - signing in does not reactivate them.

Signing out

Your WFM session is tied to your live Daktela session:

  • Logging out of Daktela CC also logs you out of WFM. WFM detects that the Daktela session has ended and returns you to the login screen.
  • The Logout action in WFM (avatar menu, top right) ends your Daktela session as well, so you are not signed straight back in.

If you have an activity open in Daktela, Daktela keeps the session and WFM shows "Daktela did not end the session: finish the open activity first, then log out again." You stay signed in to both. Close the activity and log out again.

Note

Because the two sessions are linked, a WFM session cannot be used under a different Daktela user. If someone else signs in to Daktela CC on the same computer, the previous user's WFM session is ended.

Import users from Daktela

WFM loads the agent list directly from your contact centre. Users are created or updated automatically.

How to import

  1. Make sure you have added a contact centre (see above).
  2. Go to People > Employees.
  3. Click Import Employees.
  4. Select Type: Daktela and choose the Call Center.
  5. Step 1 - Employees: Select which users to import.
  6. Step 2 - Skills: Select the Daktela queues to import as skills.
  7. Click Import.

Alternative: Import with Workplaces

For a full import including workplaces:

  1. Go to Settings > Configuration > Workplaces.
  2. Click Import with Employees & Skills.
  3. Select the Call Center.
  4. Step 1 - Workplaces: Select the Daktela groups to import as workplaces. Optionally enable "Map employees also for existing workplaces".
  5. Step 2 - Employees: Select which users to import.
  6. Step 3 - Skills: Select the Daktela queues to import as skills.
  7. Click Import.

What gets created automatically

Daktela entity WFM entity Mapping
Group Workplace Name from group title
User Employee Name, email, role (Admin/Agent)
Queue Skill Name from queue title, icon based on type (phone/email/chat)

The system also automatically:

  • Assigns employees to workplaces based on group membership
  • Assigns skills to employees based on queue profiles
  • Assigns skills to workplaces

Tip

The download does not overwrite existing data - it skips records that already exist.

Import skills from Daktela

Skills are imported automatically when you import employees. If you need to import skills separately:

  1. Go to Settings > Configuration > Skills.
  2. Click Import Skills.
  3. Select the call center.
  4. Select the queues to import as skills.
  5. Click Import.

Import workplaces from Daktela

Workplaces can be imported separately without employees:

  1. Go to Settings > Configuration > Workplaces.
  2. Click Import Workplaces.
  3. Select the Call Center.
  4. Select the groups to import as workplaces.
  5. Click Import.

Import agent groups from Daktela

A Daktela group can also be imported as an agent group (team). Unlike a workplace, an agent group carries no schedule and no staffing needs - it is a grouping of people that planners filter the schedule by.

The import creates the grouping and links members who already exist in WFM as employees. It can also bring the members themselves across in the same run - see Importing the employees at the same time below. Without that, members who have no WFM account are skipped and listed by name.

How to import

  1. Go to People > Agent Groups.
  2. Click Import from Daktela.
  3. Select the Call Center. If only one is connected, it is preselected.
  4. All groups are preselected. Each row shows how many of its members are already in WFM, and what the import will do with it:
    • Creates - a new agent group is created
    • Links to existing group - a group of the same name already exists in WFM and is linked to the Daktela group instead of being duplicated
    • Already linked - the group is linked already; only members are added
  5. Click Import.

If none of the members exist in WFM yet, the dialog says so before you import and offers to bring them in. You can still continue without them - the groups are created empty and filled in on the next run.

Importing the employees at the same time

Switch on Also import employees (next to Select All / Deselect All) and the dialog turns into a short wizard. Leave it off and the import stays a single step.

  1. Step 1 - Agent Groups: pick the groups as above, then switch on Also import employees.
  2. Step 2 - Employees: the members of the selected groups. Each row names the groups the person came from - one person is often in several - and is marked Already in WFM when the employee exists; those are refreshed rather than duplicated. Deselect anyone you do not want.
  3. Step 3 - Skills: the queues those members answer, offered as skills. Importing them is what makes the new employees schedulable, so leave them selected unless you have a reason not to.
  4. Click Import.

Note

Contracts are not imported - Daktela has no equivalent - so new employees still need one before the scheduler can plan them. See Prerequisites.

Deselecting every skill means no skills are imported, not all of them.

Running the import again

The import is one-time, not a running synchronisation, and it only ever adds:

  • Running it again creates no duplicates and removes nobody.
  • Members who left the group in Daktela stay in the WFM group.
  • A member marked as Team Leader in WFM keeps that role.

This is also how you recover if you imported the groups without their employees: import the employees, then run the group import again to fill in the members.

Changing membership for one employee

To change a single person's groups, go to People > Employees, open the employee and use the Agent Groups tab. Groups where that employee is a team leader are shown as read-only chips - leadership is managed on the group itself.

Note

Only Daktela groups of type Operators are offered. Groups of queues, categories or profiles hold those objects' names rather than usernames and would be imported empty, so they are hidden. The list is also limited by the permissions of the user the API token belongs to - if a group you expect is missing, check the token.

Searching in the import dialogs

Every import dialog has a search box above its list, which matters once a contact centre has hundreds of records. Type part of a name to narrow the list. For employees you can search by first name, surname, username or email, and the words can be in either order - both "Novak Radoslav" and "Radoslav Novak" find the same person. In the agent group import you can also search employees by the group they came from.

The skills step additionally offers a chip per queue type present (in, out, email, ...), because a short word like "in" typed into the search also matches every name containing it.

The search changes only what is shown, never what is imported: a record you ticked before typing the query is still imported.

Because these lists start fully selected, the buttons above the list act on the rows currently shown and are labelled Select shown / Deselect shown while a search is active. The count next to them - for example "3 of 120 selected" - always covers the whole list, so you can see how many records remain selected outside the current search.

What you need to set up manually

After importing from Daktela, you still need to configure:

  • Contracts - Working conditions and hour limits
  • Shifts - Work time blocks
  • Needs - Staffing requirements
  • Periods - Time ranges for schedules

See Prerequisites for detailed instructions.

Display schedule in Daktela (iframe)

You can embed the current schedule as a read-only widget directly in Daktela.

URL format

/wfm/embed/schedule-plan?workplaceId={WORKPLACE_ID}

The schedule loads automatically for the current period assigned to the workplace.

Alternatively, you can specify a specific schedule directly:

/wfm/embed/schedule-plan?id={SCHEDULE_ID}

Optional parameters

Parameter Example Description
workplaceId 5 Required (or id). Workplace ID - schedule is found automatically
id 123 Required (or workplaceId). Direct schedule ID
from 2026-04-01 Start of displayed range (default: entire period)
to 2026-04-07 End of displayed range
users 5,12,18 Filter to specific users (IDs)
search Jan Filter users by name

How to set up in Daktela

No coding is required. In Daktela, use the built-in iframe widget:

  1. In WFM, go to Settings > Configuration > Workplaces and click the link icon next to the workplace - the URL is copied to your clipboard.
  2. In Daktela, add an iframe widget and paste the URL.

Authentication is shared via cookies on the same domain - no additional login is required.