Skip to content

Daktela Queues

A queue in WFM is where the contact history behind Forecast comes from. It names the Daktela queues to read, the skills their traffic belongs to, and the country whose public holidays apply. Without a queue, Forecast has no history to work with.

Queues are an admin setting: Settings > Integrations > Queues.

Before you start

Create a queue

  1. Go to Settings > Integrations > Queues.
  2. Click Add Queue in the top right. The New Queue form opens.
  3. Pick the Type - the channel or channels the queue carries (for example Calls Inbound, Email, CSV File).
  4. Pick the Call Center the data comes from. It is required for every type except CSV File, and the rest of the form appears only once it is chosen.

  5. Fill in the main fields:

    Field Meaning
    Active Whether WFM uses the queue at all. See Switching a queue off.
    Skills The WFM skills this queue's traffic is planned as. At least one is required.
    Name Any name for the queue in WFM.
    Country Whose public holidays apply to the demand - Forecast adjusts holidays and the days around them by this calendar.
    Max history date How far back the call history is imported.
    Wrap-up cap (seconds) The most after-call work one activity may add to the average handling time. 0 = no cap; the form recommends 900 s. Takes effect after the next aggregation.
    Description Optional note.

  6. Under Daktela queues:

    • Leave Pull data from Daktela on, so the queue's history is imported.
    • In Available queues, select every Daktela queue whose traffic belongs to this WFM queue.
  7. Optionally, set up Plan as one skill - see Planning several Daktela queues as one skill.
  8. Click Add.

Warning

Changing the Country of an existing queue changes the holiday calendar only for what is computed from then on. Days that are already aggregated keep the old calendar's holiday flags until you aggregate the queue again - until then the forecast mixes the two calendars. The form warns you when you change it.

How the history gets in

WFM imports the queue's history from Daktela automatically and regularly, for every queue that is Active and has Pull data from Daktela on. The imported contacts are then aggregated into the intervals Forecast reads.

You can also run a step by hand. Click the action icon on the queue's row, choose the Type Of Queues Predictors Process, and click Send:

Process What it does
Pull Data From External Source Imports the history from Daktela from the chosen From Date. Refused while Pull data from Daktela is off.
Aggregate Daktela Queue Rebuilds the aggregated history from the chosen From Date.
Upload CSV Loads history from a CSV file. Offered only for queues of type CSV File; Download Csv Temple File gives you the expected format.
Delete Aggregation Data Deletes the aggregated history between two dates.

Queue states

The State column shows what the queue is doing. READY means it is idle and can be edited. CALCULATING means an import or aggregation is running - including the rebuild that starts when you save a change to Plan as one skill.

While the queue is in any state other than READY (CALCULATING, LOCKED or ERROR), its form is read-only and no other process can be started on it.

Switching a queue off

A queue has two switches, and the stronger one wins:

Switch When it is off
Active (also Deactivate / Activate on the row) WFM does not use the queue: nothing is imported for it by any route.
Pull data from Daktela Only the import stops - automatic and manual. Aggregation and planning keep working with the history that is already in. Use it during onboarding or before a controlled re-import.

Turning Active off overrides Pull data from Daktela.

Notes

  • A skill that should get a forecast must be listed under the queue's Skills - see Forecast prerequisites.
  • The Daktela queues offered under Available queues are limited by the rights of the API token of the contact centre.
  • The queue's Country (where the callers are) and the workplace's country (where the agents are) may differ - see Holiday handling.