Daktela WFM

Optimize your contact centre workforce with AI-driven scheduling and forecasting.

• Introduction

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  Get started with Daktela WFM and understand the core concepts.

  WFM Introduction Logging In User Roles

• Features

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  Explore the main features for scheduling and workforce management.

  Dashboard Schedule Planning Settings

• Reports

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  Analyze workforce performance with detailed reports.

  Coverage/Require Predicted Time Predicted Operators

• Administration

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  Configure users, skills, contracts, and system settings.

  Employees User Accesses Settings

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Introduction

Article	Description
Daktela WFM Introduction	Overview of the WFM system
Logging into Daktela WFM	How to log in to the system
WFM Users	User roles and permissions
WFM Planning Settings	Planning configuration
WFM Planning	Shift planning process

Features

Article	Description
Dashboard	Shift schedule overview
Schedule	Creating schedules and requests

Reports

Article	Description
Coverage/Require	Coverage statistics
Predicted Time	Predicted vs. actual time
Predicted Operators	Predicted vs. actual operator count
Average Duration	Average vs. actual duration

Users

Article	Description
Employees	Employee management
Workplaces	Workplace management

Administration

Article	Description
User's Accesses	User access configuration
User's Skills	User skills management
User's Contracts	User contracts

Schedule Conditions

Article	Description
Periods	Planning periods
Needs	Staffing requirements
Request Types	Request type configuration
Shifts	Shift definitions
Breaks	Break configuration

Integrations

Article	Description
Call Centers	Call center integration
Applications	Application connections
Queues	Queue integration

Configuration

Article	Description
Settings	System settings
Resource	Resource configuration
Swagger	API documentation