Introduction¶
Daktela WFM is a workforce management tool designed for contact centres. It streamlines shift planning and optimises staffing levels.
What WFM does¶
WFM helps you answer the fundamental question: How many agents do I need, and when?
The system handles:
- Shift scheduling - Create schedules manually or let the system generate them automatically based on your requirements.
- Contract compliance - Ensure schedules respect working hour limits, breaks, and other contractual obligations.
- Request management - Process time-off requests, shift swaps, and other employee requests.
How it works¶
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Import data from Daktela - WFM connects to your contact centre and imports users, skills, and groups automatically.
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Set up prerequisites - Define workplaces, contracts, shifts, and skills that describe your operational structure.
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Define staffing requirements (Needs) - Specify how many agents with which skills you need at each time of day.
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Generate schedules - Create a schedule for a period and let WFM's Smart Schedule algorithm assign agents to shifts while respecting all constraints.
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Publish and manage - Once the schedule is ready, publish it so agents can see their shifts. Handle requests and make adjustments as needed.
User roles¶
WFM supports different user roles with different access levels:
| Role | Permissions |
|---|---|
| Admin | Full access to all settings, workplaces, and schedules |
| Agent | Can view their own schedule and submit requests |
Roles are assigned in People > Employees when creating or editing an employee.
Where to start¶
If you're setting up WFM for the first time:
- Read the Terminology page to understand the key concepts.
- Connect WFM to Daktela and import your users.
- Follow the Prerequisites guide to set up your workplaces, contracts, skills, and shifts.
- Create your first schedule plan.