WFM Planning Settings

Overview

The Daktela WFM system includes several essential elements beyond user and workplace data that facilitate optimal shift plan design. According to the documentation, "the time periods for which the shift plan will be created are defined – for optimal system functionality, it is not recommended to use a period longer than one month."

Key Components

Period

Planning periods define the timeframe for shift plan creation. The system recommends keeping periods to one month or less for best performance.

Breaks

The system supports both individual and workplace-wide break scheduling. As noted, "Specific types of breaks, such as lunch, can be assigned to specific users and linked to the overall shift plan."

Shifts

Shifts form a foundational element of the planning process. For each shift, administrators configure: - Name and duration - Weekly on-call duty eligibility - Eligibility as final period shift

Needs

The system allows detailed specification of contact centre requirements based on queue assignments. Configurable parameters include: - Required operator count - Necessary employee skills per queue

Queues

When connected to Daktela Contact Centre, queues represent communication channels (phone, email, chat). The documentation states: "For each queue, the required parameters are set, as specified in the 'Needs' chapter."

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