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Administrator Overview

New here? Start with Set Up Your Contact Centre

Setting up Daktela for the first time? Follow Set Up Your Contact Centre. It puts licences, queues, accesses and rights, users, devices and channels in the order they depend on each other, and ends with a go-live checklist.

Every channel and module has a hub: a "How it works" overview, a step-by-step setup guide, and the reference pages for each screen. Start with the guide for what you want to achieve. Each one takes you from an empty instance to a working setup in the right order.

Set Up a Channel

Run Your Helpdesk

Manage Your Team

Run and Improve

  • Measure

    Which reports to set up for your team size, what each KPI means and how often to read them.

    How reporting works · Measure your contact centre

  • Run Your Shift

    The supervisor's day: Realtime panel, wallboards, call monitoring and announcements.

    Run your shift

  • Quality

    QA forms and reviews, AI QA, and customer satisfaction with NPS and CSAT.

    How quality works

  • Troubleshooting

    What to check when calls don't ring, chats don't arrive or emails don't become tickets.

    Troubleshooting

Shared Concepts

These work the same everywhere and every guide links to them:

Reference

Looking for a specific screen? The sidebar groups mirror the Settings menu: Users, Devices, CRM, Knowledge Base, Workflows, Analytics and System.