Skip to content

Onboard a New Agent

This guide takes you from nothing to an agent who can log in, appear in the right queues and handle activities. The order matters: Daktela requires the agent's access, rights and license to exist before you can create the user. If you haven't yet, read How Users & Rights Work first.

The shortcut: clone an existing agent

If the new agent has the same role as someone already set up, skip to step 4 and use the clone feature β€” it copies the type, access and rights and adds the new user to all the same relations. Steps 2–3 are only needed when you're defining a role for the first time.

1. Check Your Licenses

A Contact center user must consume at least one communication-channel license. Go to the Licensing module and click Licenses Usage to confirm you have a free license of the type this agent needs.

2. Create or Reuse an Access

The Access set decides which modules the agent can open and what they can do there. Reuse an existing one that matches the role, or create a new one in Settings β†’ Users β†’ Accesses.

For a standard agent this usually means access to the communication modules, tickets and CRM, with create/read/update actions. For an administrator, tick Admin accesses to grant everything.

3. Create or Reuse Rights

The Rights set decides which content the agent works with. Reuse or create one in Settings β†’ Users β†’ Rights, then set up the tabs that matter for this role:

  • Queues β€” enable the queues this agent works, and set the login type (Manual, Automatic or Fixed), Call pickup, See missed and Priority. This is what actually connects the agent to a queue β€” see Two places to connect agents and queues.
  • Category β€” for helpdesk agents, the ticket categories they should see, and optional ticket distribution.
  • CRM database / record types β€” which contacts, accounts and records they can work with.

4. Create the User

In Settings β†’ Users β†’ List of Users, click Add (or clone an existing agent). Set:

  • Type β€” Contact center for a standard agent.
  • Access and Rights β€” the sets from steps 2–3.
  • Login name (permanent, cannot be changed later), Title, and a password.
  • Authentication email β€” required; used for password reset and Email OTP.
  • Two-factor authentication if your policy requires it.

See Agents for every available field.

5. Set Up Calling

If the agent makes or receives calls, give them a device. The zero-install option is a Daktela device β€” a softphone built into the app. Alternatives are a hardware or software SIP phone, an MS Teams device, or an external number such as a mobile.

Assign the device in the user detail, or leave the user without a permanent device and let them select one dynamically when they log in. The full path, including connecting SIP phones, is in Set Up Calling for Your Agents.

6. Restrict Dialling (Optional)

To limit which destinations the agent may call, create a Call permission rule and select it in the user detail's Custom ACL field.

7. Verify Queue Assignment

Open Queue Basics β†’ Assign Agents to a Queue and confirm the agent's rights appear on each queue they should work, with the intended login type and priority. Remember the assignment is by rights, not by person.

8. Test

  1. Have the agent log in to Daktela and go ready.
  2. Confirm they see the queues you expect in the queue selector.
  3. Send a test activity (a call or a message) to one of those queues and confirm it reaches the agent.

Go Further

  • Offboarding β€” when someone leaves, deactivate the user rather than deleting them, so their history is preserved and the seat can be recovered. See Deactivating.
  • External users β€” for partners or customers who need limited, read-only ticket access through a separate portal.
  • AI Coworkers β€” add AI chatbots, voicebots or mailbots alongside your human agents.
  • API access β€” issue permanent API tokens for integrations instead of a session login.