| A |
|
| Abandoned Rate |
The percentage of calls dialled by a predictive dialler where the customer answers but no agent is available to handle the call. Calculated as: (connected calls without an agent / all dialled calls) x 100. This metric is used to dynamically adjust the dialler's calling rate. |
| Accesses |
Accesses define which modules users with those Accesses can go to in the Daktela GUI (and via the API). and users' Create/Read/Update/Delete permissions for items contained in those modules. |
| Account |
A CRM record representing a company or organization. Accounts can contain multiple contacts and store company-level information such as address, industry and communication history. |
| Activities |
Activities encompass various types of interactions such as calls, emails, and chats that occur on specific dates. These activities can be categorized as pending (yet to be addressed), in progress (currently being handled), missed (not attended to), or postponed (scheduled for a later time). These activity statuses help in managing and tracking the progress and status of different interactions within a given timeframe. |
| AMD (Answering Machine Detection) |
A technology used in predictive and progressive campaigns that determines whether a call was answered by a human or an answering machine. When an answering machine is detected, the call is automatically ended, reducing wasted agent time and improving dialler efficiency. |
| Announcements |
An announcement is a notification or message that is displayed on the dashboard with a colored background. It serves as an important communication or update that draws attention to specific information or events. |
| API |
An API, or Application Programming Interface, is a set of protocols, tools, and standards that enables different software applications to communicate with each other. APIs allow developers to access the functionality of another application or service without needing to understand the internal implementation of that functionality. |
| Assisted Transfer |
A call transfer method where the transferring agent first speaks with the receiving agent before completing the transfer. This allows the transferring agent to provide context about the customer's issue before handing over the call. |
| Asterisk |
Asterisk is an open-source software platform used for developing communications applications. It offers a comprehensive private branch exchange (PBX) system, which includes various services such as voice over IP (VoIP), conference calling, voicemail, and interactive voice response (IVR). |
| Attempt Delay |
The configurable time interval between consecutive retry attempts when calling a contact in a campaign queue. Multiple attempt delays can be set for successive retries, allowing different wait times between each attempt. |
| B |
|
| Barge |
A call monitoring mode that allows a supervisor to join an active call and be heard by both the agent and the customer. This is typically used when a supervisor needs to intervene directly in a conversation. |
| Blacklist |
A database of phone numbers or contacts that are blocked from receiving outbound calls or from reaching the contact centre. Agents with appropriate rights can manage the blacklist by adding or removing entries. |
| Blind Transfer |
A call transfer method where the transferring agent sends the call to another agent, queue, or external number without first consulting the receiving party. The transfer is completed immediately without any consultation. |
| C |
|
| Call Monitoring |
A supervisor feature that allows listening to an agent's active call in real time for quality assurance and coaching purposes. Call monitoring includes several modes: silent listening, whisper (speaking only to the agent), barge (joining the call), and takeover (assuming control of the call). |
| Call Recording |
The automated or selective recording of voice interactions for quality assurance, compliance, training, or dispute resolution purposes. Recordings can be accessed from activity details and are stored according to configured retention policies. |
| Call Routing |
The configuration that determines how incoming calls are directed to specific queues or destinations based on criteria such as the dialled number (DID), caller ID, time conditions, and IVR selections. |
| Calls Per Agent (CPA) |
A setting in predictive campaigns that determines how many simultaneous calls the dialler initiates for each available agent. CPA can be static (a fixed number), dynamic (automatically calculated based on recent traffic data), or based on a target abandoned rate. |
| Campaign |
An organized outbound calling initiative targeting a specific group of contacts for sales, surveys, collections, or other communication purposes. Daktela supports four campaign types: predictive (dialler), progressive, preview (manual), and robocaller. |
| Categories |
In Daktela, each ticket is required to be assigned to a category. Categories provide a way to classify and organize tickets based on their nature, type, or topic. |
| CDR (Call Detail Records) |
A detailed log of every call that enters the system, regardless of whether it was answered by an agent. CDRs include information about call routing, duration, outcome, and the reason for termination, providing a complete audit trail of all call activity. |
| Changelog |
A changelog is a comprehensive list of changes and fixes made in a particular version of Daktela. It includes both a list of new functionalities that have been introduced and a list of bug fixes addressed in that specific version. You can find the changelog for Daktela at the provided link. |
| Child Ticket |
A sub-ticket created from a parent ticket to break down a complex customer request into smaller, manageable tasks. Child tickets maintain a link to their parent ticket, allowing teams to track related work while handling individual components separately. |
| Click-to-Call |
A web-based feature that allows website visitors to initiate a voice call to the contact centre by clicking a button or link. The system calls the visitor's phone number and connects them to an available agent through a designated queue. |
| Comment |
An internal note added to a ticket that is visible only to agents and staff members, not to the customer. Comments are used for internal communication and collaboration regarding a customer request. |
| Conference |
A call feature that allows three or more participants to be connected simultaneously. An agent can invite additional parties to an active call for consultation, support escalation, or group discussion. |
| Contact |
A CRM record representing an individual customer or person. Contacts store personal details, contact information, and a complete history of all interactions and communications with that individual. |
| CRM |
CRM is a comprehensive system that manages and stores information about your contacts and companies within Daktela. It serves as a directory where you can store and organize data related to your customer interactions, including contact details, communication history and other relevant information. |
| Custom Field |
A user-defined form field added to tickets, contacts, accounts, or CRM records to capture data specific to your organization's needs. Custom fields can be of various types (text, number, date, dropdown, etc.) and can have dynamic visibility rules. |
| Customer Journey |
A chronological timeline view showing all interactions and activities associated with a specific contact or account. The customer journey provides a complete overview of the communication history, helping agents understand the full context of a customer's relationship with the organization. |
| D |
|
| Daktela Copilot |
An AI-powered assistant designed to improve written communication by making it more engaging, grammatically correct, and efficient. Copilot offers features such as rephrasing, expanding, shortening, adjusting tone (friendly or professional), and translating text in real time. |
| Dashboard |
The dashboard serves as the main page of your control panel, offering an overview of your activities, a calendar, records, and various other widgets. You have the flexibility to customize the layout of the widgets on the dashboard based on your specific requirements. |
| Databases |
A database is a virtual storage system that allows you to store and organize your contacts. Each database can have its own unique form, which includes custom fields tailored to your specific needs. These custom fields enable you to capture and store relevant information for each contact in a structured manner. |
| Decision Tree |
A decision tree is a system that defines the structure of chatbot responses in web chat. It can range from simple and concise to complex and highly branched. A decision tree can also refer to another decision tree, allowing for nested or interconnected decision-making processes. |
| Dialing rules |
Dialing rules or dial patterns refer to a unique set of digits that are used to select a specific trunk for making outbound calls. These patterns are designed to match specific numbers or number patterns dialed by users. |
| DID (Direct Inward Dialling) |
The telephone number a customer dials to reach your contact centre. DIDs are used in call routing configurations to direct incoming calls to specific queues, IVR menus, or other destinations based on which number was called. |
| Distribution Strategy |
The algorithm that determines how incoming activities are assigned to available agents within a queue. Strategies include options such as Everyone, Everyone in Priority Order, Least Recent, Fewest Activities, Random, and Round Robin, each distributing work differently based on agent priority and availability. |
| DND (Do Not Disturb) |
A pause type that can be activated via a phone feature code (*181) to prevent any new activities from being routed to the agent. When DND is active, the agent remains logged in but will not receive calls, chats, or other queue activities. |
| E |
|
| Email |
A communication channel in Daktela for handling customer inquiries and responses asynchronously via email. Incoming emails are routed to email queues where they are distributed to agents, and all email communication is tracked within tickets. |
| Event |
A system trigger that automatically executes predefined actions when specific conditions are met, such as a ticket being created, a call ending, or a status changing. Events enable workflow automation by connecting system occurrences to actions like sending notifications, updating fields, or calling external APIs. |
| Extension |
An extension refers to an internal number that can be associated with multiple SIP devices and external numbers. It serves as an identifier for the user within the system and enables them to receive and make calls using a softphone or SIP phone. It's worth noting that the SIP number assigned to the phone and the line may differ from each other. |
| F |
|
| Feature Code |
A short dial code (e.g. *181 for DND on/off) that agents can enter on their phone to activate or deactivate specific system features. Feature codes provide quick access to functions like Do Not Disturb, call pickup, and voicemail without navigating the Daktela interface. |
| Focus Disruptions |
The number of times an agent's work on an activity was interrupted by switching to another activity or module. This metric helps evaluate how often agents are multitasking and the impact on their ability to concentrate on individual tasks. |
| Focus Time |
The actual duration an agent spent actively working on an activity with the activity window in focus in their browser. Focus time excludes periods when the agent switched to other tabs or activities, providing a more accurate measure of time spent on each task. |
| Form |
A customizable data capture template that defines the fields and layout used for collecting information in tickets, CRM records, contacts, or accounts. Forms can include standard and custom fields with validation rules and dynamic visibility conditions. |
| G |
|
| GDPR Erasure |
The complete and irreversible deletion of a CRM contact and all related data, including activities, recordings, attachments, and messages. This feature supports compliance with the EU General Data Protection Regulation (GDPR) right to erasure. |
| Group |
A logical collection of related items such as users, queues, categories, or rights that can be managed and filtered together. Groups simplify administration by allowing bulk assignment of permissions and organizing items for reporting and filtering purposes. |
| H |
|
| Helpdesk |
A helpdesk is a request management system that consolidates all requests and inquiries from various sources (such as email, calls, webchats, etc.) into a single location. From this central hub, individual requests are then assigned to users based on their workload. Once a request (ticket) is assigned to a user, it is moved from the central collection point to that user's designated area. The purpose of the helpdesk is to facilitate the differentiation between unprocessed, processed, and resolved requests, and to present individual users with only the requests that are relevant to them. |
| Hold |
Placing a customer on hold during an active call, typically with hold music or a message playing. Hold is used when an agent needs to consult with a colleague, look up information, or perform an assisted transfer. |
| I |
|
| Idle state |
An agent status that indicates readiness to handle interactions but with no current active activities. |
| Iframe |
The iFrame is a widget that enables you to embed and display another web page directly within Daktela. You can locate the iFrame widget on various sections, such as the dashboard or within the details of ongoing activities. By using the iFrame widget, you can seamlessly integrate external web content and access it without leaving the Daktela interface. |
| Interaction |
A communication session between a customer and the contact centre that can span one or more activities. When a call or chat is transferred between agents, each agent's involvement is recorded as a separate activity within the same interaction. |
| IVR |
IVR, which stands for Interactive Voice Response, is a technology that enables callers to interact with an automated telephone system using voice commands or touch-tone keypad inputs. With IVR, callers can navigate through various options and access information or perform specific tasks without the need for human intervention. |
| K |
|
| Knowledge Base |
The knowledge base is an online library hosted on your domain, where you can create and store articles, instructions, and other relevant information. |
| M |
|
| Macro Buttons |
A macro combines multiple functions into a single button, enabling you to perform tasks like changing the deadline and forwarding a ticket to another department with just one click. Macros greatly simplify ticket handling by streamlining these actions. You can find the created macros in the list of macros, located next to the Save button in the ticket details. Alternatively, they can be displayed separately next to the Save button. It is possible to configure whether each macro should be displayed separately or not. The creation and viewing of macros are managed by your administrator. They have control over this functionality and can determine the visibility and availability of macros for users. |
| Merge |
The process of combining two or more duplicate contact, account, or ticket records into a single unified record. Merging consolidates all related activities, communication history, and data fields, ensuring no information is lost while eliminating duplicates. |
| Metric |
A quantifiable measurement used in Analytics and reporting to evaluate contact centre performance. Metrics can be predefined (e.g. average handle time, call count) or custom-created using mathematical operations on existing metrics. |
| Missed Activity |
An incoming activity (call, chat, or other interaction) that entered a queue but was not answered by any agent before the maximum waiting time expired or the customer disconnected. Missed activities can trigger automatic notifications via callback, SMS, or email. |
| N |
|
| NPS (Net Promoter Score) |
A customer satisfaction metric ranging from -100 to +100 that measures how likely customers are to recommend your service. NPS is calculated from customer survey responses and is used as a key indicator of overall customer loyalty and service quality. |
| O |
|
| OAuth |
OAuth (Open Authorization) is an open standard protocol for secure authentication and authorization of applications to access user data on a third-party service without the need for the user to share their credentials. |
| P |
|
| Pause |
A temporary agent state that prevents new activities from being distributed to the agent. Pauses can be manual (initiated by the agent, e.g. for a break or lunch) or automatic (triggered by the system, e.g. inactive pause after a missed activity or wrap pause after completing an activity). |
| PBX |
PBX stands for Private Branch Exchange, which refers to a private telephone system used within a company or organization. It enables internal communication among employees as well as external communication with customers and clients. |
| Predictive Campaign (Dialler) |
An outbound campaign type where the system automatically dials multiple phone numbers simultaneously, filters out answering machines and busy signals, and connects answered calls to available agents. The dialler adjusts its calling rate dynamically to maximize agent utilization while maintaining an acceptable abandoned rate. |
| Preview Campaign (Manual) |
An outbound campaign type where agents manually select and review contact records before deciding to dial. This gives agents full control over which contacts to call and time to prepare before each conversation. |
| Progressive Campaign |
An outbound campaign type where the system displays a customer's contact form for a configurable period, allowing the agent to review the information before the system automatically dials the number. This provides a balance between agent preparation time and dialling efficiency. |
| Q |
|
| QA Reviews |
QA reviews is a form utilized to assess activities on your control panel. The form is typically evaluated by the team leader or an authorized person with the necessary rights and access. QA forms play a crucial role in enhancing the quality of processing activities by providing a structured framework for evaluation and improvement. |
| Queue |
The queue is a system that manages the flow of incoming calls, chats, and emails in an organized manner. When a new activity arrives, it enters the queue and awaits its turn to be assigned to an operator. To receive and handle activities from the queue, you must be a logged-in user. Being logged in allows you to be available to receive and process activities as they come in, ensuring smooth and efficient handling of customer inquiries and requests. |
| R |
|
| Ready state |
An agent status indicating that the agent is logged in and available to receive new activities from queues. In this state, the agent has no active interactions and is not on any pause. |
| Realtime Panel |
The Realtime panel provides an overview of active users and their activities. It allows you to see which operators are currently engaged in conversations and which ones are available. Additionally, you can initiate call monitoring directly from this panel. |
| Record Order |
The sorting logic that determines the sequence in which campaign records are presented to agents or dialled by the system. Records can be ordered by criteria such as priority, database, creation date, or custom fields. |
| Regex (Regular expression) |
A regular expression is a sequence of characters that specifies a search pattern in text. Typically, such patterns are used by user search algorithms for a "find" or "find and replace" operation on strings or for validation. |
| Rights |
Rights define what specific items users with those Rights can see in the modules they have access to. E.g. users that have access to the CRM module need to also have rights to the CRM Database the CRM data is contained in to see it. |
| Robocaller |
An unattended outbound campaign type that automatically dials contact records without requiring agent involvement. Robocallers are typically used for automated announcements, surveys, IVR-based interactions, or delivering pre-recorded messages to a list of contacts. |
| S |
|
| Screen Pop |
The automatic display of customer information (such as a CRM contact card or external application) when an agent receives an incoming activity. Screen pops help agents quickly identify callers and access relevant context before or at the start of an interaction. |
| SIP Device |
A SIP device is an endpoint, either hardware or software, that utilizes the Session Initiation Protocol (SIP) for communication over the internet. SIP devices encompass a range of devices such as IP phones, softphones, video conferencing systems, and other devices that connect to a SIP-enabled network or service. These devices are commonly used in conjunction with a private branch exchange (PBX) system to facilitate voice and multimedia calls, allowing users to make and receive communications efficiently. |
| SIP Trunk |
A SIP trunk is a virtual connection that links a private branch exchange (PBX) system with the internet. It allows organizations to establish communication channels for making and receiving voice and multimedia calls using the Session Initiation Protocol (SIP). SIP trunks provide a means for transmitting communication signals over an IP network, facilitating efficient and flexible connectivity for organizations' telephony needs. |
| SLA |
SLA is set up deadline and first answer calculation rules. |
| Smart Call Transcript |
An AI-powered feature that automatically transcribes recorded calls into searchable text format. Smart Call Transcripts can also translate the transcription into different languages, making it easier to review call content, search for specific topics, and ensure compliance. |
| SMS |
A communication channel in Daktela for sending and receiving text messages with customers. SMS messages are routed through SMS queues and can be used for customer support, notifications, appointment reminders, and campaign outreach. |
| SSO (Single Sign-On) |
An authentication method that allows users to log into Daktela using centralized credentials from an identity provider such as Azure Active Directory, Google, or other OAuth 2.0 / SAML-compatible services, eliminating the need for a separate Daktela password. |
| Statistic |
Statistics provide an overview of your agents' performance within a specific time period. They offer valuable insights into various aspects of agent performance and are categorized by type. |
| Statuses |
Statuses are used to indicate the current state or progress of an activity or ticket, as well as its outcome or position in a particular process. By assigning appropriate statuses, you can easily track and manage the different stages of an activity or ticket's lifecycle. |
| T |
|
| Template |
A reusable pre-defined content block for emails, SMS messages, or chat responses that agents can quickly insert when composing messages. Templates help ensure consistent communication and save time on repetitive responses. |
| Ticket |
A ticket is an overview of activities connected in one thread (ticket). The ticket can include e-mail, call, sms or any other available activity. The ticket allows you to keep an overview of the progress and resolution of the given request. A so-called comment can also be part of the ticket. The comment is used for internal communication regarding the given request, which can only be seen by users (not the customer). |
| Time Group |
A configuration defining business hours, holidays, and specific time intervals used by time conditions to route calls appropriately. Time groups determine when queues are active and are also used in SLA calculations to ensure deadlines account for working hours only. |
| U |
|
| User Tracing |
User tracking is a tool that allows you to clearly see how much time a user has spent on activities, as well as an overview of their pauses, whether the user is logged into a queue and if they are free or currently on a call. |
| W |
|
| Wallboard |
Wallboard is a contact center solution component that presents a comprehensive display of real-time contact center operational information, usually shown on a television screen within the contact center. |
| Web Chat |
A real-time text communication channel that allows customers to chat with agents directly from a website through an embedded chat widget. Web chats are routed through chat queues and can be enhanced with chatbot decision trees for automated initial responses. |
| Whisper |
A call monitoring mode that allows a supervisor to speak privately to an agent during an active call without the customer hearing. Whisper is used for real-time coaching and guidance while the agent handles the interaction. |
| Wrapup Time |
An automatic pause period that begins immediately after an agent completes an activity, before they can receive new activities. Wrapup time allows agents to finish post-interaction tasks such as updating records, adding notes, or completing forms. |