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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

  1. Import data from Daktela - WFM connects to your contact centre and imports users, skills, and groups automatically.

  2. Set up prerequisites - Define workplaces, contracts, shifts, and skills that describe your operational structure.

  3. Define staffing requirements (Needs) - Specify how many agents with which skills you need at each time of day.

  4. Generate schedules - Create a schedule for a period and let WFM's Smart Schedule algorithm assign agents to shifts while respecting all constraints.

  5. 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 Sees only the Dashboard with the published schedule of the current period, and submits requests for themselves

Roles are assigned in People > Employees when creating or editing an employee. What agents see of their colleagues is set per workplace - see Agent view.

Dashboard

The Dashboard is the first page after login.

  • Administrators see four cards - Schedule Plans, Employees, Workplaces and Pending Requests - each with a shortcut to add a new one (Add Schedule Plan, Add Employee, Add Workplace, New Request).
  • Agents see the published schedule plan of the current period. See Agent view.

Everyone can create a request with + Add Request in the top-right corner.

Where to start

If you're setting up WFM for the first time:

  1. Read the Terminology page to understand the key concepts.
  2. Connect WFM to Daktela and import your users.
  3. Follow the Prerequisites guide to set up your workplaces, contracts, skills, and shifts.
  4. Create your first schedule plan.