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Daktela CC Integration

WFM connects to your Daktela contact centre to import users, skills, and groups. This eliminates manual data entry - everything synchronises with a single click.

Connect to Daktela

Before importing data, you need to add your contact centre to WFM.

How to set up

  1. In the left menu, click Settings.
  2. In the Integrations section, select Call Centers.
  3. Click the + Add Call Center button in the top right.
  4. Fill in the form:
    • Name - Any name for the contact centre (e.g., "Daktela CC")
    • URL - Your Daktela address (e.g., https://your-company.daktela.com)
    • Token - API token from Daktela
  5. Click Save.

How to get an API token in Daktela

  1. Log in to Daktela as an administrator.
  2. Go to Settings > Accesses > API Tokens.
  3. Create a new token with permissions to read users, groups, and queues.
  4. Copy the token and paste it into WFM.

Note

The token must have read permissions for users, groups, and queues in Daktela. One WFM instance can be connected to multiple contact centres.

Import users from Daktela

WFM loads the agent list directly from your contact centre. Users are created or updated automatically.

How to import

  1. Make sure you have added a contact centre (see above).
  2. Go to People > Employees.
  3. Click Import Employees.
  4. Select Type: Daktela and choose the Call Center.
  5. Step 1 - Employees: Select which users to import.
  6. Step 2 - Skills: Select the Daktela queues to import as skills.
  7. Click Import.

Alternative: Import with Workplaces

For a full import including workplaces:

  1. Go to Settings > Configuration > Workplaces.
  2. Click Import with Employees & Skills.
  3. Select the Call Center.
  4. Step 1 - Workplaces: Select the Daktela groups to import as workplaces. Optionally enable "Map employees also for existing workplaces".
  5. Step 2 - Employees: Select which users to import.
  6. Step 3 - Skills: Select the Daktela queues to import as skills.
  7. Click Import.

What gets created automatically

Daktela entity WFM entity Mapping
Group Workplace Name from group title
User Employee Name, email, role (Admin/Agent)
Queue Skill Name from queue title, icon based on type (phone/email/chat)

The system also automatically:

  • Assigns employees to workplaces based on group membership
  • Assigns skills to employees based on queue profiles
  • Assigns skills to workplaces

Tip

The download does not overwrite existing data - it skips records that already exist.

Import skills from Daktela

Skills are imported automatically when you import employees. If you need to import skills separately:

  1. Go to Settings > Configuration > Skills.
  2. Click Import Skills.
  3. Select the call center.
  4. Select the queues to import as skills.
  5. Click Import.

Import workplaces from Daktela

Workplaces can be imported separately without employees:

  1. Go to Settings > Configuration > Workplaces.
  2. Click Import Workplaces.
  3. Select the Call Center.
  4. Select the groups to import as workplaces.
  5. Click Import.

What you need to set up manually

After importing from Daktela, you still need to configure:

  • Contracts - Working conditions and hour limits
  • Shifts - Work time blocks
  • Needs - Staffing requirements
  • Periods - Time ranges for schedules

See Prerequisites for detailed instructions.

Display schedule in Daktela (iframe)

You can embed the current schedule as a read-only widget directly in Daktela.

URL format

/wfm/embed/schedule-plan?workplaceId={WORKPLACE_ID}

The schedule loads automatically for the current period assigned to the workplace.

Alternatively, you can specify a specific schedule directly:

/wfm/embed/schedule-plan?id={SCHEDULE_ID}

Optional parameters

Parameter Example Description
workplaceId 5 Required (or id). Workplace ID - schedule is found automatically
id 123 Required (or workplaceId). Direct schedule ID
from 2026-04-01 Start of displayed range (default: entire period)
to 2026-04-07 End of displayed range
users 5,12,18 Filter to specific users (IDs)
search Jan Filter users by name

How to set up in Daktela

No coding is required. In Daktela, use the built-in iframe widget:

  1. In WFM, go to Settings > Configuration > Workplaces and click the link icon next to the workplace - the URL is copied to your clipboard.
  2. In Daktela, add an iframe widget and paste the URL.

Authentication is shared via cookies on the same domain - no additional login is required.