WFM Planning Settings

In addition to user and workplace data, the Daktela WFM system includes additional elements for designing optimal plans.

Period

In the period settings in Daktela WFM, the time periods for which the shift plan will be created are defined. The system recommends keeping periods to one month or less for optimal performance.

Breaks

The platform enables scheduling of individual breaks for users as well as shared breaks across entire workplaces. Specific break categories (such as lunch) can be assigned to particular employees and integrated into the overall shift plan, balancing time efficiency with individual requirements.

Shifts

Shifts represent fundamental components of the scheduling process. Within workplace configuration, administrators define which shifts are available for planning purposes. These may include morning, afternoon, and night shift options.

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

The system allows detailed configuration of contact centre requirements. For each queue, the following can be defined:

• Number of required operators
• Skills that operators need to possess for the given queue

Queues

When integrated with Daktela Contact Centre, queues representing communication channels (telephone, email, chat, etc.) are defined. Administrators configure necessary parameters for each queue to support the scheduling algorithm.