Improve your scheduling by predicting customer demand with accurate, AI-powered forecasts based on historical data from every channel. Adjust and fine-tune forecasts in real time and stay on top of every change.
Build efficient schedules that improve agent utilization while maintaining service levels. Use real-time data and compliance monitoring together with a user-friendly drag-and-drop interface to make change management effortless.
Give your agents more control over their schedules with our tools for managing shift preferences, shift swaps and time off. They can easily submit their availability, request shift changes, swap shifts with colleagues and manage their leave from anywhere through a user-friendly app.
Access clear shift schedules from anywhere with Daktela Workforce Management. This feature ensures your team can view and manage schedules in real time, no matter where they are.
Adapt the system to the way you work. With the REST API, you can adjust its behavior and enrich it with data from any other applications you already use.
WFM is a strategic process for optimizing agent productivity. It covers accurate forecasting of incoming request volumes, skill-based shift scheduling and ongoing real-time performance monitoring. The goal is to ensure that the right number of qualified people is available at the right time to meet the agreed SLAs.
The system analyzes historical operational data, including the volumes and specifics of activities such as calls, chats and emails. The algorithms account for seasonality, long-term trends and one-off spikes. The result is a precise model of future workload that eliminates the risk of understaffing as well as costly overstaffing.
The main benefit is lower operational costs thanks to the optimization of inefficient idle time. The software automatically identifies "dead spots" and optimizes the placement of breaks and training. At the same time, it improves customer satisfaction by minimizing the time customers wait to reach an agent.
WFM brings transparency and fairness to shift scheduling. Agents get tools to easily request time off or swap shifts, which significantly improves their work-life balance. By preventing sudden overload, the system has been shown to reduce employee turnover.
Yes, our solution is fully open. Through a robust API, Daktela WFM can be connected to your CRM, to payroll systems for automatic data exports, or to time-and-attendance software. Native integration with Daktela Omnichannel then ensures instant data transfer with no manual imports required.
