WFM Users¶
Overview¶
The Daktela WFM system organizes users through five distinct roles, each with specific access levels and responsibilities within the workforce management platform.
Roles¶
| Role | Description |
|---|---|
| System Admin | "Daktela administrator who performs installation and possibly assists the client's admin with its setup and management. Has access to the entire system" |
| Admin | "Client administrator who performs system setup and shift planning. Has access to the entire system" |
| Team Leader | "Shift supervisor. Sees only the shifts at the workplace where they are assigned on their shifts and can submit requests for shift changes or place shifts on the exchange market. Can participate in operational planning at their workplace" |
| Agent | "Regular contact centre employee. Sees only the shifts at the workplace where they are assigned on their shifts and can submit requests for shift changes or place shifts on the exchange market" |
| Client | "User who sees only the workplace to which they are assigned, without any editing capabilities. Used to view the planning process in the system" |
Team Leaders and Agents utilize extensive system functionalities for shift allocation and workflow management.
Skills¶
Personnel can be assigned multiple skills reflecting their expertise and specialization. Skills may encompass communication channel proficiency or process management capabilities. Each skill includes a competency level designation, enabling managers to strategically distribute experienced specialists across shifts to support less-experienced team members.
Contracts¶
Work contracts define key employment parameters including working hours, weekend/holiday availability, and other relevant terms. Individual exceptions and extensions to standard rules accommodate employee preferences while maintaining legislative compliance. The system considers these details during shift assignment and proposes alternative solutions when conflicts arise.
Breaks¶
The system enables personalized break management, allowing employees to select from various break types during specified periods. Individual breaks support employee development, while shared breaks apply across entire shifts. The system integrates these preferences into overall planning.
Holidays and Sickness Requests¶
Employees can request time off directly in the system, specifying dates and duration. Administrators may also submit requests on behalf of employees. The system handles sickness, caregiving, and other absences as holiday request types. Employees may request specific shifts or time preferences.
Workplaces¶
Workplaces represent groups planned simultaneously, defined by physical location or team divisions. Each workplace includes:
- Member assignments (users)
- Queue connections (when integrated with Daktela Contact Centre)
- Applicable shifts for planning
- Optional weekly on-call duty scheduling