Skip to content

Contact Centre v2025.2 - Administrator - Workflows Section

This directory contains documentation for the Workflows subsection of the Contact Centre v2025.2 Administrator guide.

Source

Downloaded from: https://docs.daktela.com/en/pbx/v2025.2/

Contents

This section includes 16 pages covering workflow configuration and management:

Core Workflow Components

  1. groups.md - Organizing categories, operators, queues, and rights
  2. pauses.md - Agent pause configuration (Inactive, DND, Wrap, Custom)
  3. statuses.md - Activity outcomes and ticket progression tracking
  4. tabs.md - Embedded URL tabs for Contacts, Accounts, Tickets, Records

Templates and Scheduling

  1. templates.md - Reusable content for emails, SMS, chat, and messaging
  2. time-groups.md - Business hours, holidays, and time-based routing
  3. custom-translations.md - Bulk translation management

Quality and Automation

  1. qa-forms.md - Quality assurance evaluation tools
  2. events.md - Automated actions triggered by system events
  3. event-configuration.md - Reusable JSON configurations for events
  4. agent-greetings.md - Audio greeting management for calls

System Configuration

  1. analytics-settings.md - Custom report creation and metrics
  2. integrations.md - Native system integrations overview
  3. licensing.md - License management
  4. global-settings.md - General settings, distribution matrix, white labeling, security
  5. system-state.md - System state monitoring

Format

All files are in Markdown format with YAML front matter containing: - title - section (Administrator) - subsection (Workflows) - version (v2025.2) - language (en)

Date Downloaded

February 3, 2026