WFM Users¶
In the Daktela WFM system, users are categorized into five distinct roles, each with specific access levels and capabilities:
| Role | Description |
|---|---|
| System Admin | Daktela administrator with full system access, handles installation and setup |
| Admin | Client administrator managing system setup and shift planning with complete access |
| Team Leader | Shift supervisor viewing assigned workplace shifts; can request changes or list shifts for exchange |
| Agent | Contact centre employee viewing assigned workplace shifts with request submission capabilities |
| Client | User with view-only access to assigned workplace without editing permissions |
Team Leaders and Agents utilize extensive functionalities for shift allocation and workflow management.
Skills¶
Each user can be assigned multiple Skills reflecting work specialization across different areas, such as communication channels or process management. A key component is defining competency levels, enabling managers to strategically ensure experienced specialists support less-experienced colleagues on each shift.
Contracts¶
Users are assigned contract types establishing working parameters including:
- Work hour specifications
- Weekend and holiday availability
- Individual exceptions and extensions
The system considers these parameters during shift assignment and proposes alternative solutions if standard rules cannot be met without violations.
Breaks¶
The system supports personalized break management for each employee, allowing selection from various break types during specified periods. Individual breaks support personal development, while shared breaks apply across shifts and are integrated into planning accordingly.
Holidays and Sickness Requests¶
Employees can request holidays directly in the system, specifying duration and relevant details. Administrators can submit requests on behalf of employees unable to do so themselves. Employees can also create a request for a specific shift or allocation of morning times for administrator approval.
Workplaces¶
Workplaces organize simultaneously-planned groups with defined parameters:
- Member users assignment
- Queue connections to Daktela Contact Centre
- Available shifts for planning
- Optional weekly on-call duty scheduling by day of week