WFM Users
In the Daktela WFM system, we provide users with extensive usage options through carefully defined roles that correspond to different levels of responsibility and authority. Users are divided into five key roles, each providing specific access and capabilities within the system.
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 |
Users in the Team Leader and Agent categories are assigned responsibilities for shift participation, utilising a wide range of functionalities documented in the following sections of this information document. These functionalities not only facilitate the shift allocation process but also enhance overall efficiency and transparency in workflow management.
Skills
In the Daktela WFM system, each user can be assigned several Skills that detail their work skills and specialisation in various areas. These skills can include different aspects, such as specific types of communication channels the user is specialised in or the ability to manage specific parts of the internal process. This allows flexible adaptation of skill distribution within the team according to the current needs of the contact centre.
An important element of each Skill is the definition of the employee's level of competence in the given area. This information provides managers with the ability to strategically plan shifts so that each shift includes at least one specialist with a high level of competence. This ensures that operators who may have less experience in a particular area have the necessary support and assistance from more experienced colleagues.
Contracts
Each user can be assigned a type of contract based on which they work. This sets key parameters for their working hours, including specifications of work fund, start and end of working hours, possibility of working on weekends and holidays, and other relevant specifics. This way, conditions can be precisely set to not only meet the needs of the contact centre but also respect the individual work preferences and needs of each employee as well as legislative conditions.
For individual employees, it is also possible to create exceptions or extensions to these standard working rules, allowing flexibility in adapting the work environment to their specific needs. These individual settings are important for ensuring the optimal work comfort and efficiency of each team member.
When these details are carefully defined and set for each employee, they are considered in the process of assigning users to shifts. This ensures that workforce planning is carried out with maximum consideration for the individual working conditions and preferences of each team member, contributing to effective use of human resources and overall employee satisfaction while maintaining optimal planning. If the system fails to find a solution for the given plan without violating the rules, it proposes an alternative solution, highlighting problematic times for the administrator to resolve.
Breaks
Daktela WFM allows individual management of work breaks for each user, representing another level of personalisation within shift planning. This feature enables setting a break fund for each employee, who can choose from different types of breaks during a specified time period—be it a day, week, or month.
These individually set breaks are primarily intended for the personal development of the employee, such as for education. Common breaks are shared among all employees on a specific shift. These are then carefully considered when creating the shift plan. This means the system takes into account the times and types of breaks the user has chosen and integrates them into the overall work plan. This ensures that each employee can optimally use their breaks and maintain a balanced and sustainable work routine. As with Contracts, if the needs of the contact centre cannot be met without breaking some of the break rules, the system proposes the best suitable solution and alerts the administrator.
Holidays and sickness requests
In the Daktela WFM system, we provide users and administrators with efficient tools for managing employee holidays. Employees can easily and conveniently request holidays directly in the system. This feature allows employees to enter the holiday term, specify the duration, and add any additional information. The system handles other types of absences (sickness, caregiving, etc.) as a type of holiday.
If an employee is unable or does not have the option to request a holiday themselves, the administrator can submit the request on their behalf. This option ensures that holiday management is flexible and accommodates various work situations and employee needs.
Submitting a holiday request directly in the system simplifies and speeds up the entire process. Administrators can then easily track and manage received requests, ensure compliance with work rules, and adjust shift planning according to current holiday information.
An employee can also create a request for a specific shift or, for example, for the allocation of morning times. If the administrator approves the request, our algorithms will then work with such requests when creating plans.
Workplaces
Workplaces in the Daktela WFM system provide a robust environment for defining and managing groups that are planned simultaneously. This tool allows detailed setup of each workplace, including name, location, and other key parameters.
Workplaces can differ by physical location or include different teams within one contact centre.
For each workplace, the following are defined:
Its members – users
Connection to queues if the system is connected to the Daktela Contact Centre
Shifts that can be used for planning for the given workplace
The system also allows defining a workplace intended for planning weekly on-call duties. In that case, the day of the week when the on-call duty starts is specified, and the system then plans according to this information.