Get Started

This page is your first day as an agent. It shows how to get ready to receive work, how to handle an activity (a call, email, chat or message) from start to finish, and how to take a break or end your shift. Your administrator has already created your user and decided which queues and devices you can use — you only need to log in. If a term is new to you, look it up in the Daktela Glossary.

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Your Working Day at a Glance

Every activity you handle follows the same loop:

flowchart TD
    A["Log in"] --> B["Select a device<br/>and Go Ready"]
    B --> C["Log in to queues"]
    C --> D["Accept an activity"]
    D --> E["Work it"]
    E --> F["Select a status"]
    F --> G["Save / close"]
    G --> H["Wrap-up time<br/>(if your queue has one)"]
    H --> D

1. Log in to Daktela in your browser.
2. Select a device and Go Ready — tell Daktela you are at work and which phone to ring.
3. Log in to your queues — choose which lines of work you want to receive.
4. Accept an activity when it is offered to you, or start one yourself.
5. Work it — talk, write, look up the customer, transfer if needed.
6. Select a status — record what the outcome was.
7. Save or close the activity.
8. Wrap-up time — a short automatic break, if your queue has one. Then the next activity comes in.

Whenever you need a break, start a pause. At the end of your shift, switch to Unready and log out.

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Your Screen

Daktela has two bars that stay on screen wherever you are. These docs call them the top bar and the sidebar.

Top Bar

The top bar runs across the top of the screen. It holds your search, your connection to queues and devices, your pauses and your profile.

1. Open a Fulltext Search window. See Filtering and Filter Schemes.
2. Open the news of the current version.
3. Open your notifications. A badge displays the number of unread ones. You choose which notifications you get in My Profile.
4. Quickly select your outgoing call queue. Displays the current outgoing call queue.
5. Log in to or out of queues. Displays the number of queues you are logged in to.
6. Log in to or out of devices. Displays the number of devices you are logged in to.
7. Open the built-in phone, if you use a Daktela device.
8. Start or end a pause, or switch to Unready.
9. Open My Profile, your settings, or log out of Daktela.

Note

You only see the buttons you need. Items 4, 5, 6 and 8 appear only after you click Go Ready, and item 7 only if you use a Daktela device.

Sidebar

The sidebar runs down the left of the screen. Above the main menu, it holds the shortcuts for your activities.

1. Minimise the main menu.
2. Start a new outgoing activity. Hover over the dots to see all your options: call, email, SMS, or a Facebook Messenger, WhatsApp, Viber or Instagram DM message.
3. Controls for your open calls. They stay in the sidebar for as long as you are on a call.
4. Open your waiting activities. A badge displays their number.
5. Open your missed activities. A badge displays their number.
6. Open your pending activities — the ones you postponed and the emails you scheduled. A badge displays their number.

Note

You only see the buttons for your own devices and queues. For example, you won't see the email option if you don't have an email queue.

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Go Ready

After you log in, you see the Dashboard. You are logged in, but Daktela won't send you any work until you click Go Ready in the top right corner.

1. If you will take calls, select your device from the dropdown next to Go Ready.
2. Click Go Ready.

You are now Ready: the Queue and Device buttons appear in the top bar next to the pause button.

In the Ready state you can:

• process non-call activities (emails, chats, messages) without a device.
• process all activities, including calls, once you have a device selected.

Already ready when you log in?

If you see the queue, device and pause buttons straight after logging in, your user has static login turned on: you are always logged in and Ready, and you can skip this step.

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Select a Device

Click the Device button in the top bar to choose which phones your calls ring on. The button shows how many devices you are logged in to, and turns red if you are not logged in to any.

Can't see the Device button?

The Device button appears only after you click Go Ready.

1. The devices you are logged in to. Click the red cross to log out of a device. You can't log out of a device with a lock — your administrator has assigned it to you permanently.
2. Select a device from the dropdown list or search for it, then click Add. Repeat to add more devices. If you select a Daktela device (the built-in phone in your browser), an Open phone button appears in the top bar. Click it to open the phone.
3. Enter a call forwarding number. This affects all your calls to and from Daktela, regardless of the devices you selected in step 2. Calls routed directly to you (not through a queue) ring at this number even when you are on a pause or logged out of Daktela. You can only make calls with a forwarding number while you also have a device online. If you have no device, or it is offline, the call button isn't displayed.

!!! warning Forwarding calls to a public phone number can incur charges according to your phone provider's tariff. 4. Click Save to apply the forwarding number. The Device button turns yellow to show that call forwarding is on. While forwarding is on, the Save button (4) changes into a delete button. Click it to turn forwarding off.

When you have selected all the devices you need, close the window.

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Select Queues

A queue is one line of work — for example Sales calls or Support email. You only receive activities from the queues you are logged in to.

Click the Queue button in the top bar to choose your queues. The button shows how many queues you are logged in to, and turns red if you are not logged in to any.

Can't see the Queue button?

The Queue button appears only after you click Go Ready.

1. Filter the available queues or search for a specific queue.
2. Tick the queues you want to log in to. You can be logged in to only one outgoing call queue at a time.
3. Turn on Fast outgoing queue switching if you often change your outgoing queue. An extra button appears next to the Queue button so you can switch your outgoing call queue in one click.

When you have selected all the queues you need, close the window.

Some queues are already ticked?

Your administrator sets a login type for each of your queues. With Automatic, you are logged in when you sign in to Daktela but can log out yourself. With Fixed, you are always logged in and can't log out. With Manual, you log in yourself.

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Answer Incoming Activities

When a queue offers you an activity, a notification appears in a black rectangle and you hear a notification sound. The notification looks the same for every type of activity. You can drag it around the screen, or minimise it into your Waiting activities with the arrow in its bottom left corner.

The notification displays:

• the contact's details. Click the contact or account name to see their details in the CRM.
• the name of the queue and how long the customer has been waiting in it.
• how long ago you received the notification.

Click Accept or Reject.

Warning

You may have only a limited time to answer. If you reject the activity or don't answer in time, you may be put on the Inactive pause automatically — see Pauses.

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Work the Activity

After you click Accept, the activity opens in its own tab, labelled with the customer's name or number. The activity detail screen shows the call or conversation itself, together with other widgets — for example the customer's contact and account details. Your administrator decides which widgets you get for each queue.

How you work each type of activity is described on its own page:

• Incoming calls and outgoing calls, including campaigns
• Email — emails always belong to a ticket
• Web chat
• SMS
• Facebook Messenger, WhatsApp, Viber and Instagram DM

While you work, you can:

• Transfer the activity to a colleague or a queue, or invite a colleague to join you. See for example Transfer a call.
• Ask for assistance — if your user rights allow it, this highlights the activity for your supervisor, who can then join it.
• Postpone it, if you can't finish now — see Postpone an Activity.

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Set a Status and Save

A status records what the outcome of the activity was — for example Sale, Callback requested or Complaint. Your administrator creates the statuses and decides which ones each queue offers. Statuses feed your contact centre's reports, so pick the one that matches what really happened.

When you have finished with the customer:

1. Select a status. If the queue offers any statuses, you must select at least one before you can save the activity. Some queues let you select more than one.
2. Click Save (or close the conversation). The activity tab closes and the activity is stored with its status.

Warning

On campaign queues, you may have only a limited time to save the record form after the call ends. If you take longer, you may be put on the Inactive pause.

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Wrap-up Time

Some queues give you a short break after each activity, called wrap-up time. If your queue has one, the Wrap pause starts automatically as soon as you save the activity, and no new activities are sent to you from queues until it ends. It ends automatically, and you are Ready again.

Use wrap-up time to finish your notes, update the customer's details or get ready for the next customer.

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Postpone an Activity

If you can't finish an email or a message conversation right now, click Postpone. The activity leaves your screen and moves to your Pending activities in the sidebar, where you can open it again later. Emails you schedule for later delivery also wait there.

You can postpone emails and SMS, Facebook Messenger, WhatsApp, Viber and Instagram DM conversations. Calls and web chats can't be postponed.

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Pauses

A pause is a break during which you receive no activities from queues. Click the pause button in the top bar to see your pauses. Your list may be different from your colleagues'.

Pauses are split into paid and unpaid pauses. Your administrator decides which is which; the time you spend on each is counted separately in your My activity today statistics and in your contact centre's reports. Click a pause name to start it.

While you are on a pause, the pause button turns red and shows the name of the pause and either:

• how long you have been on it, or
• if the pause has a time limit, how much time is left.

To end the pause, open the pause menu and end it.

Some pauses start and end automatically — you can't choose them from the menu:

Pause	When it starts	When it ends
Inactive	You reject an activity, or don't answer it in time, in a queue that has Automatic pause turned on. Also when you exceed a time limit on a campaign queue, or when a time-limited pause runs out and is set to continue with the Inactive pause.	When you end it.
Wrap	You save an activity from a queue with wrap-up time.	Automatically, when the wrap-up time runs out.
DND (Do not disturb)	You dial the DND feature code on your desk or software phone.	You dial the code to turn DND off.

Your administrator may rename these pauses, so their names on your screen can differ.

Info

Calls made directly to you, including transfers, still ring while you are on a pause — unless your administrator has turned on Prevent direct calls for that pause.

Warning

If you go over the time limit of a pause, you may be put on the Inactive pause automatically.

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Switch to Unready

Switch to Unready when you no longer want to receive any activities — for example at the end of your shift. Click the pause button in the top bar, then click Switch to Unready.

Warning

You must close all your open activities before you can switch to Unready.

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Log Out of Daktela

Click your profile picture or user name in the top right corner of the screen, then click Log out of Daktela.

Warning

You must close all your open activities before you can log out.

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What Next

• Incoming calls — answer, transfer and invite on calls.
• Outgoing calls — make calls and work campaigns.
• Email — write, reply to and schedule emails.
• Web chat — chat with visitors to your website.
• Tickets — follow a customer case across channels.
• Dashboard — your activities, statistics and calendar.
• Keyboard shortcuts — work faster without the mouse.
• Troubleshooting — what to check when something doesn't work.

For administrators

What an agent sees on this page — which queues they can log in to and with which login type, whether they can transfer calls or ask for assistance — is set in their user rights; which modules they can open is set in their accesses. Pauses are set up in Pauses. To set up a new agent end to end, see Onboard a New Agent.