Agents¶
The Users module is split into two tabs: Agents (human users) and AI Coworkers (AI-powered users). This article covers the Agents tab.
Agents are the most important element of your contact center. By creating a user, you create an individual access to the Daktela application for a specific person or for API access. In this module, you can customize each user according to your internal needs. A user in the Daktela application is defined by a combination of user type, user access, and user rights.
Create and Edit Daktela Users¶
If you are an administrator with access to Users module and its sub-modules, you can navigate to Settings - Users - Users - List of Users . There is a list of users that you can edit or create new ones.
Info
- Before you start creating users, it is necessary to have their user accesses, user rights, and desired licenses ready. You cannot create a user without these being prepared.
- We also recommend using the "clone" feature, as it not only fills in the same rights and access but also adds the user to all the relations that the cloned user is part of.
Available User Settings¶
Description of available settings in user detail. Note that not all listed fields are available for all user types.
| Field | Description | License |
|---|---|---|
| Title | A real user name, can be specified with diacritics. This name and the emoji next to it will be visible for other users across the app. | |
| Login name | Unique name of a user. This will also serve as a login name for logging in to the app. IMPORTANT: This unique name can not be changed after user creation. | |
| Description | Field for your internal notes. | |
| Call steering description | If you are using the Call Steering function for incoming calls, this will help identify the targeted user. | |
| Type | User type defines user behaviour and license consumption. | See user types article, since it explains license consumption of every user type. |
| Access | Defines access to modules and sub-modules in the app, as well as the general actions that the user can perform. | User access can also influence some license consumption. |
| Rights | Defines the content that the user can operate with within modules they can access. | User rights are the primary factor in license consumption. |
| Verify type | By default, users login to the via their password. Alternatively, you can enable some Authentication Integrations to use secure SSO login. | |
| Password | Choose a password for the user. | |
| Two-factor authentication | Select the 2FA method for the user. Off β no 2FA. Email OTP β after password login, a one-time code is sent to the user's Authentication email; the user must enter it to complete login. Codes are valid for 10 minutes and can be resent. Authenticator app β optional β the user can set up an authenticator app from their My profile and use it as a second factor. Authenticator app β enforced β if the user has not yet set up an authenticator app, they are redirected to a QR code setup screen during login and cannot proceed until setup is complete. Email OTP and authenticator app are mutually exclusive. 2FA is not available for users logging in via SSO (unless username/password fallback is enabled in Global Settings). | |
| Authentication email | Required for all users (except system/ticket users and AI Coworkers). Used for password reset and as the delivery address for Email OTP codes. | |
| Notification email | Email for various email notifications. Such as Ticket changes if enabled on a category. | |
| Time zone | Select your time zone or select Automatic to use your system time zone β if we can't detect your time zone, the main server time zone will be used. | |
| Alias | This alias can be used in a webchat if enabled in the webchat connector. The customer will then see this alias instead of "Operator". | |
| User picture | Picture that will be used on user avatar. Other users are not able to see this picture. It can be used in a webchat if enabled in the webchat connector. The customer will then see this user picture, insted of default operator icon. | |
| Signature | A custom email signature. Use the formatting editor, which supports HTML tags. You can use individual signatures for each user, or you can use a shared signature in the email queue settings. | |
| Forwarding number | If filled, all calls targeted to this user will be redirected to this number unconditionally. | |
| When to record calls automatically | Select if and when this user's calls should be recorded automatically. Note that these settings can be defined on user and queue level and if they are set differently, if one of these is set to record, then the call will be recorded. > Do not record : Calls are not recorded automatically. > Record from call start : Recording starts automatically from the moment the call first reaches the user (includes ringing and early media). Continues across transfers to other agents in the same queue. If the call is transferred to a different queue, the new queue's recording setting takes over. Stops if the call is transferred to an external number. > Record after call is bridged : Recording starts automatically when the call parties are connected (no ringing or early media). Continues across transfers to other agents in the same queue. If the call is transferred to a different queue, the new queue's recording setting takes over. Stops if the call is transferred to an external number. > Record after call is bridged including call transfer : Same as Record after call is bridged, but recording also continues when the call is transferred to an external number. | If enabled, user consumes a call recording license. |
| Allow call recording start and stop | Select if the user can control when calls are recorded. If you select Do not record in When to record calls automatically above but turn this setting on, the user will be able to start call recording manually. Note that these settings can be defined on user and queue level and if they are set differently, if one of these is set to "Yes", then recording can be controlled by users. | |
| Static login | If enabled, the user is allways logged in and ready. | |
| Outgoing identification | Enter the numbers that are presented to the called party for calls from this user. If you want to use multiple numbers, separate them with a comma. The numbers are then selected randomly for each call. Leave empty to use default numbers. Hierarchy of Outbound number settings (lowest to highest): SIP Trunk β User β Queue β Caller IDs. | |
| Extension | An extension is an internal number that can be linked with several SIP devices and external numbers. Call this user internally by dialing this extension number. | |
| Devices | Select a call device for this user. If not assigned, the user can still dynamically choose an available device when they log in. | |
| Ringing times | Select when incoming calls should ring on individual devices. For outgoing calls, all devices will ring immediately. | |
| Target | If the user does not answer a direct call (not an activity from a queue), it will then be transferred to the desired target. |
API Tokens¶
Each user can have permanent API tokens for direct API access without a session-based login. Tokens are managed in the user detail under the Permanent API tokens section.
| Column | Description |
|---|---|
| State | Enable or disable the token without deleting it. |
| Token title | A label to identify where the token is used. The token value itself cannot be saved in the title. |
| Last saved | Date and time the token was last saved. |
| Expires | Token expiry date and time. The default validity is 1 year from creation. |
| Custom validity | If checked, the token uses a custom expiry date instead of the default 1-year validity. |
| Extend with each use | If checked, the token expiry is reset to 365 days from the last use on every API call β it does not add a year on top of the current expiry, it always resets to 365 days from the most recent use. |
Warning
From version v32.18.0, token values are no longer visible or retrievable after creation. You can only see and copy the token value at the moment of creation. Tokens created before this version will be obscured after upgrade but will continue to work.
Tip
If you are unsure where an older token is used, create a new one and describe its purpose in the token title (e.g. "CRM integration β production"). Note that you cannot save the token value itself in the token title.
Deactivated Users¶
Deactivating¶
When you do not want a user to be an active user anymore, you can deactivate them using the deactivate button from the users grid.
Warning
We strongly recommend using the deactivate button instead of the delete button. You can still view the user's data from the past across the app and recover the user when needed. With deleted users, you lose everything associated with that user.
Restoring¶
If you want to restore a user, check the "deactivated" checkbox in the users list, and you will be able to see the deactivated users. Simply open their details, fill in the mandatory fields, and save it. The user will then become active again.
License Consumption per User¶
To see license consumption per every license type and per every user, you need user access to Licensing module. There click βLicenses Usage β button on the top right corner. You will then be able to see users and the licenses they consume.
Info
If a user is not present in this list, that means the user is not consuming any license.