WFM Planning Settings
In addition to the data about users and workplaces described in the previous chapter, the Daktela WFM system contains other elements that enable designing an optimal plan. These are described in this chapter.
Period
In the period settings in Daktela WFM, 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.
Breaks
As mentioned in the "Users" chapter, the Daktela WFM system allows planning individual user breaks and shared breaks for the entire workplace. Specific types of breaks, such as lunch, can be assigned to specific users and linked to the overall shift plan. This allows optimal use of time and respect for individual needs.
Shifts
Shifts form a core element of the shift planning process in the Daktela WFM system. In the "Workplaces" settings, shifts that can be used for planning are defined. These shifts can be different types of shifts, such as morning, afternoon, and night shifts.
In the settings, shifts that can be used for planning at the workplace can be added, edited, or removed.
For each shift, a name and shift length are set. It is also possible to specify if the shift can be used for planning weekly on-call duties and if the shift can be used as the last shift in the given period.
Needs
Daktela WFM allows setting detailed specifications of the contact centre's requirements (needs). These needs are primarily defined based on the queues (as specified in the "Workplaces" chapter) the employees will be assigned to during the shift planning process.
For each queue, the following can be defined:
Number of required operators
Skills that operators need to possess for the given queue
The system uses these parameters to create a shift plan that meets the specified requirements.
Queues
If the system is connected to the Daktela Contact Centre, queues representing the communication channels the contact centre handles are defined in the system. These can be telephone lines, email queues, chat queues, etc.
For each queue, the required parameters are set, as specified in the "Needs" chapter. If the system is not connected to the Daktela Contact Centre, queues can be created directly in the system.