Daktela Glossary¶

Plain-language definitions of the terms used in Daktela and across these docs. Each entry links to the page that explains the topic in full. New to contact centres? Start with Activity, Queue, Rights, Routing and Status. The general contact-centre concepts are explained in Theoretical Background.

A¶

Abandoned Rate¶

In predictive campaigns, the share of dialled calls that a customer answered but no agent was free to take. It is calculated as (connected calls without an agent / all dialled calls) × 100. The dialler uses it to adjust how fast it dials. See Predictive Campaign.

Abandonment¶

A customer hanging up (or leaving a chat) before an agent answered. Call statistics count these as unanswered calls. Many teams track the abandonment rate (abandoned / all incoming) as a key measure. Daktela has no ready-made percentage, but you can build one as a custom metric. See How Reporting Works.

Accesses¶

A reusable set that defines which modules its users can open in Daktela (and via the API), and what they can create, read, update and delete there. Accesses also hold the dashboard layout and custom shortcuts. Which content users work with inside those modules is set by rights. Set them up in Settings → Users → Accesses. See Accesses.

Account¶

A CRM record for a company or organisation. An account can hold several contacts and stores company-level details and communication history. See CRM.

Activity¶

One piece of agent work on one customer conversation: a call, an email, a chat, an SMS, a message or a custom activity. An activity can be waiting, open (being worked on), postponed or closed. When a call is transferred, each agent's part is a separate activity within the same interaction. See Activities.

Agent¶

A person who handles customers: answers calls, chats and emails, and works tickets. In Daktela an agent is a user of type Contact centre whose rights let them log in to queues. See Get Started.

AHT (Average Handle Time)¶

The average time one activity takes from start to finish: talk time + hold time + after-call work. Daktela reports the ingredients separately, including talk and hold time in call statistics and after-call work in the Calls work statistics. Combine them in a custom metric to get AHT. See How Reporting Works.

AMD (Answering Machine Detection)¶

A feature of predictive and progressive campaigns that detects whether a person or an answering machine picked up. Calls answered by a machine are ended automatically, so agents don't waste time on them. See Answering Machine Detection.

Announcement¶

The term has two meanings:

For agents: a message shown on the dashboard with a coloured background, used for important team news. See Announcements.
For callers: a recording played during call routing, for example "Calls may be recorded". See Call Routings – Announcements.

API¶

Application Programming Interface: the way other software reads and writes Daktela data, for example your CRM, e-shop or reporting tool. Integrations use API tokens. See API Tokens.

Assisted Transfer¶

A call transfer where the agent first speaks with the colleague receiving the call, explains the situation, and then hands the customer over. Compare with blind transfer.

Asterisk¶

The open-source telephony platform that Daktela's phone system is built on. It handles calls, IVRs, conferences and voicemail.

Attempt¶

One offer of an activity to one agent that the agent did not take: they rejected it, or it rang for the queue's Agent ring time without being answered and moved on to the next agent. An activity can have several attempts before someone answers it. Attempts are listed in Listings → Attempts, titled Unsuccessful attempts, and counted per agent in user statistics.

Attempt Delay¶

In campaign queues, how long Daktela waits before calling a record again after an unsuccessful call. You can set a different delay for each retry. See Calls Outbound.

Automessage¶

An automatic message sent to a customer while their chat or message is being routed, typically while they wait in a queue ("Thanks for waiting, an agent will be with you shortly"). Automessages exist for web chat, SMS, Messenger, Instagram DM, WhatsApp and Viber. See Automessages.

B¶

Barge¶

A call monitoring mode in which a supervisor joins a live call and is heard by both the agent and the customer. It is used when a supervisor needs to step in directly.

Blacklist¶

A list of phone numbers or contacts that are blocked from reaching the contact centre, or from being called. Agents with the right permission can ban a customer from an activity. See Blacklist.

A call transfer that sends the customer straight to another agent, queue or number without speaking to the receiving party first. Compare with assisted transfer.

C¶

Call Monitoring¶

Listening to an agent's live call for coaching or quality control. It is started from the Realtime panel. The modes are silent listening, whisper (only the agent hears you), barge (everyone hears you) and takeover. See Realtime.

Call Recording¶

Saving calls as audio for quality control, compliance, training or disputes. Calls are not recorded by default. You turn recording on per queue (When to record calls automatically) or per user. It needs a Call Recording licence. Transcripts and AI QA of calls depend on recordings. See Calls Inbound and Licensing.

Call Routing¶

The chain that decides where an incoming call goes, based on the number dialled (DID), the caller's number, the time (time condition) and IVR choices. See Call Routings and Routing.

Call Script¶

The form and settings used for campaign records: which fields agents see and fill in during a campaign call. Each campaign queue is paired with a call script. "Record types" is the old name. Don't confuse call scripts with CRM Record Types, which is a separate CRM feature. See Call Scripts.

Calls Per Agent (CPA)¶

A predictive campaign setting for how many calls the dialler starts at once for each available agent. It can be a fixed number, calculated from recent traffic, or derived from a target abandoned rate. See Predictive Campaign.

Campaign¶

An outbound calling project over a list of people, for sales, surveys, debt collection or reminders. Daktela has four campaign types: preview (manual), progressive, predictive (dialler) and robocaller. See Set Up Campaigns.

Campaign Record¶

One entry in a campaign's call list: the person to call, their details and the result of each call. Records are stored in campaign databases, use a call script as their form, and are worked through a campaign queue. Agents see them under Campaign Records in the main menu. See Call Scripts.

Category¶

Every ticket belongs to one category, such as "Support", "Orders" or "Complaints". The category decides who can see the ticket, which SLA and working hours apply, and which statuses and form fields are available. See Categories.

CDR (Call Detail Records)¶

A log of every call that entered the phone system, including calls that ended in an IVR or out of hours without reaching an agent. Use it to trace exactly what happened to a call. See CDR.

Changelog¶

The list of new features and fixes in each Daktela version. See the changelog.

Child Ticket¶

A sub-ticket created from a parent ticket to split a complex request into smaller tasks. The child keeps a link to its parent. See Tickets.

Click-to-Call¶

A button on your website that lets a visitor request a call. Daktela calls the visitor's phone and connects them to an agent through a Web Click-to-Call queue. See Web Click-to-Call.

Comment¶

An internal note on a ticket that only your team sees, never the customer. See Tickets.

Conference¶

A call with three or more participants, for example when an agent brings in a colleague or an expert. See Call Routings – Conferences.

Connector¶

The entry point of a chat-type channel: web chat, SMS, Messenger, Instagram DM, WhatsApp or Viber. It links your account or number to Daktela. For web chat, the connector is the chat window itself and the code you embed in your website. Its Next destination starts the routing chain. See How Web Chat Works.

Contact¶

A CRM record for one person. It stores their details and the full history of their conversations with you. Contacts can belong to an account. See CRM.

CRM¶

Customer Relationship Management. In Daktela, the CRM module stores your contacts, accounts and CRM records, linked to every conversation, so agents see who they are talking to. See CRM.

CSAT (Customer Satisfaction)¶

A customer's rating of how satisfied they were, usually collected right after a conversation. In Daktela, you build CSAT forms, and surveys are submitted through the API, for example from your own survey tool. See CSAT Forms. Compare with NPS.

Custom Field¶

A form field you add yourself to tickets, contacts, accounts, CRM records or call scripts, to capture data specific to your business. Field types include text, number, date and drop-down list. See Custom Fields & Forms.

Customer Journey¶

A timeline of every conversation and activity with one contact or account, which gives agents the full context. See CRM.

D¶

Daktela Copilot¶

AI writing help for agents. It rephrases, expands, shortens, changes tone and translates text, and summarises tickets and conversations. It needs a Daktela Copilot licence. See Daktela Copilot.

Dashboard¶

The home page of the Daktela app. It shows widgets such as your activity today, recent activities, a calendar and announcements. The layout can be set per access. See Dashboard.

Database¶

"Database" means four different things in Daktela:

CRM databases hold contacts and accounts.
Campaign databases hold campaign records.
Blacklist databases hold blocked numbers.
Knowledge base folders are sometimes also called databases.

Each CRM or campaign database can have its own form with custom fields. See How Customer Data Works – Four Things Called "Database".

Decision Tree¶

Daktela's built-in chatbot for chat-type channels. It guides the customer through predefined questions and answers, and can call external systems or create tickets. A decision tree can refer to another decision tree. See Decision Trees.

Device¶

What an agent uses to make and take calls. The options are:

Daktela devices: a phone built into the browser, with nothing to install.
SIP device: a desk phone or softphone.
External number: such as a mobile.
MS Teams device.

A device rings when the agent's extension is called. Chat and email agents don't need one. See How Devices Work.

Dialling Rules¶

Also called dial patterns. Rules that match the number an agent dials and pick the trunk used for the outgoing call. See Call Routings – Outbound Routings.

DID (Direct Inward Dialling)¶

A phone number customers dial to reach you. Your inbound routing uses the DID to decide where the call goes, so different numbers can reach different teams. DIDs arrive over a trunk.

Distribution Matrix¶

The rules for how much work one agent may hold at once, and which channels can be combined (for example, a Messenger chat during a web chat). It is an advanced setting: contact Daktela to get access. See Queue Basics – Distribution Matrix.

Distribution Strategy¶

The rule a queue uses to choose which available agent is offered the next activity. The options are Everyone, Everyone in priority order, Least recent and Random in priority order. The strategies in priority order use the priority set for each set of rights on the queue. See Distribution Strategies.

DND (Do Not Disturb)¶

A system pause that stops new activities from reaching the agent while they stay logged in. It can be turned on from the phone with a feature code (*181).

E¶

Email¶

The channel for handling customer emails. Emails arrive in an email queue, become tickets and are distributed to agents. See How Email Works.

Event¶

An automation rule: when something happens (a ticket is created, a call ends, a status changes), Daktela runs an action, such as sending a notification, updating a field or calling an external system. See Events.

Extension¶

A user's internal phone number. Calling the extension rings every device attached to it. See How Devices Work.

F¶

Feature Code¶

A short code dialled on the phone to switch a feature on or off, for example *181 for DND. See Call Routings – Feature Codes.

Focus Disruptions¶

How many times an agent's work on an activity was interrupted by switching to another activity or module. It shows how much agents are multitasking.

Focus Time¶

The time an agent actually spent with an activity in focus in their browser. It excludes time spent in other tabs or activities, so it measures real working time more accurately than duration.

Form¶

The set of fields agents fill in for a ticket, CRM record, contact, account or campaign record. See Custom Fields & Forms.

G¶

Complete, irreversible deletion of a CRM contact and everything linked to it (activities, recordings, attachments, messages), to honour the GDPR right to erasure. See CRM.

Group¶

A named set of users, queues, categories or other items, used to filter lists, widgets and statistics. See Groups.

H¶

Helpdesk¶

The part of Daktela that turns customer requests from every channel into tickets and tracks each one until it is solved: who owns it, what stage it is in, and whether it meets its deadline. See How the Helpdesk Works. The Helpdesk title field on an email queue is a related technical setting that Daktela Support prepares for your instance.

Hold¶

Putting a caller on hold, usually with music, while the agent looks something up or consults a colleague.

I¶

Idle State¶

An agent who is ready but has no activity at the moment, so they are free to receive work.

Iframe¶

A widget that shows another web page inside Daktela, for example your order system next to an open activity. See Queue Basics – Widget Scheme.

Inbound Routing¶

The first step for incoming calls. It matches the number the customer dialled (DID) and, if needed, the caller's number, then sends the call to its Next destination, usually a time condition. See Call Routings – Inbound Routings.

Interaction¶

One conversation with a customer on one channel, such as a call or a chat thread, from start to end. An interaction can include several activities, for example when a call is transferred between agents. See Theoretical Background.

IVR (Interactive Voice Response)¶

The phone menu callers hear ("Press 1 for sales, 2 for support…"). Callers choose with their keypad and are routed accordingly. See Call Routings – IVR.

K¶

Knowledge Base¶

A library of articles, instructions and answers that agents can search while they work. See Knowledge Base.

L¶

How an agent gets into a queue. It is set for each queue in a set of rights, or from the queue's side in its Agents dialog:

None: the agent can't work the queue, but can still see its activities, for example missed calls or statistics.
Manual: the agent logs in when they want.
Automatic: the agent is logged in when they go ready, and can log out.
Fixed: the agent is always logged in and can't log out.

See Queue Basics – Assign Agents to a Queue.

M¶

Macro¶

A button that runs several ticket actions in one click, for example "change status, close and go back". Admins create macros and choose where they appear. See Macros.

Max. Waiting Time¶

A queue setting for the longest a customer can wait before Daktela gives up and sends them to the queue's Target if not answered, such as voicemail, another queue or a closed message. The default is unlimited, so with no agents logged in, callers wait until they hang up. See Calls Inbound.

Merge¶

Combining duplicate contacts, accounts or tickets into one record, keeping all their history. See Tickets.

Metric¶

A number used in Analytics, such as call count or average waiting time. You can combine metrics into custom metrics with formulas. See Analytics.

Missed Activity¶

An incoming call, chat or message that no agent answered. If Missed activities is turned on in the queue, it appears in the agents' Missed list so they can call or write back. Daktela can also call back automatically. See Missed Activities.

N¶

NPS (Net Promoter Score)¶

A loyalty score from −100 to +100. It is based on the question "How likely are you to recommend us?", answered on a 0–10 scale: promoters (9–10) minus detractors (0–6). Daktela can add an NPS survey to emails and web chats and reports the results in statistics. See Templates. Compare with CSAT.

O¶

OAuth¶

A secure way to connect an account, such as Gmail or Microsoft 365, to Daktela without sharing its password. See Email Queue.

Occupancy¶

The share of an agent's available time spent working on activities rather than waiting for work. Daktela calculates it in the Ready sessions statistic as (ready time − unpaid pause time − idle time) / (ready time − unpaid pause time). Marking pauses correctly as paid or unpaid is what makes it meaningful. See Pauses.

P¶

Pause¶

A state in which the agent is logged in but receives no new work: lunch, a break, a meeting. You create your own pauses and mark each as paid or unpaid. This affects occupancy and pause reports. Daktela also has three system pauses:

Inactive: set automatically when an agent rejects or misses an activity (if the queue's Automatic Pause is on), has no work for too long, or runs out of Form save time.
Wrap: the wrap-up time after an activity.
DND: Do Not Disturb.

See Pauses.

PBX¶

Private Branch Exchange: a company phone system. Daktela includes a cloud PBX that connects your numbers, agents and devices. See Daktela PBX Diagram.

Postponed Activity¶

An activity an agent has put aside to finish later. Postponed activities, together with emails scheduled for later sending, are listed under Pending in the sidebar. See Pending Activities.

Predictive Campaign (Dialler)¶

An outbound campaign where the system dials several numbers at once, filters out unanswered and busy calls and machines, and connects only answered calls to free agents. See Predictive Campaign.

Preview Campaign (Manual)¶

An outbound campaign where the agent sees the record first and decides when to dial. See Preview Campaign.

Priority¶

How strongly a set of rights is preferred when a queue offers work. It is set for each queue in the rights' Queues tab, and in the queue's Agents dialog. When an activity is about to be distributed, Daktela first targets the available agents with the highest priority. See Queue Basics – Assign Agents to a Queue.

Progressive Campaign¶

An outbound campaign where the agent sees the record for a set time, then the system dials automatically. See Progressive Campaign.

Q¶

QA Review¶

A quality check of one activity. A reviewer, usually a team leader, scores the conversation using a QA form. AI QA can do the same automatically. See QA Reviews and How Quality Works.

Queue¶

A line in which customers wait for an agent. Each queue has one channel type (inbound calls, email, web chat and so on) and decides how long customers wait, how agents are chosen and what happens if nobody answers. Only agents logged in to the queue receive its activities. See Queue Basics.

R¶

Ready State¶

An agent who is logged in and available to receive work from their queues. Compare with Unready and Pause. See Get Started.

Realtime Panel¶

A live overview of your contact centre for supervisors. It shows which agents are working, paused or free, what is waiting in each queue, and lets you monitor calls. See Realtime.

Record Order¶

The order in which campaign records are offered to agents or dialled, for example by priority, database or creation date. See Set Up Campaigns.

Regex (Regular Expression)¶

A pattern for matching text, used in Daktela for validation and matching rules, for example for allowed phone numbers.

Rights¶

A reusable set that defines which specific items its users can see and work with inside the modules their accesses open: queues (with their login type and priority), ticket categories, CRM databases, macros, wallboards and so on. For example, a user with access to the CRM module also needs rights to the CRM database that holds the data. A Contact centre user's rights must give at least one queue a login type other than None, or allow Can call without a queue. Otherwise Daktela refuses to save the user with the error Right with no queue logins. Set them up in Settings → Users → Rights. See Rights and How Users & Rights Work.

Ring Group¶

A virtual number that rings several extensions at the same time, for example a small team without a queue. See Call Routings – Ring Groups.

Ring Time¶

The queue setting Agent ring time: how long an activity rings at one agent before Daktela offers it to the next one. The default is 20 seconds. Each ring that isn't answered is recorded as an attempt. See Calls Inbound.

Robocaller¶

A fully automated outbound campaign with no agents. It plays announcements, collects keypad answers or delivers messages. See Robocaller.

Routing¶

The path a customer takes from first contact to an agent. It starts at an inbound routing (calls) or a connector (chat-type channels), can pass through time conditions, IVRs, automessages or bots, and ends in a queue or a terminate target. Set it up in Settings → Routings. Changes take effect only after you click Apply configuration changes.

S¶

Screen Pop¶

Customer information that opens automatically when an agent receives an activity, such as a CRM contact card or an external application.

Service Level¶

How quickly you answer: the share of incoming calls or chats answered within a target time, for example "80% within 20 seconds". In Daktela the target time is a filter in call statistics (default 20 seconds) and a setting of the Service availability wallboard widget. It is not a queue setting. Don't confuse it with the ticket SLA. See How Reporting Works and Wallboards.

SIP Device¶

A desk phone or softphone that connects to Daktela over SIP, the standard internet telephony protocol. See SIP Devices.

SLA¶

In Daktela, the ticket deadlines: how long your team has to send the first reply (Response) and to solve the ticket (Solution) for each priority. Only the category's working hours count. You set it up in Settings → Tickets → SLA and attach it to ticket categories. Generally, an SLA (service level agreement) is any promised standard of service. Don't confuse it with call service level. See SLA.

Smart Call Transcript¶

AI that turns recorded calls into searchable text and can translate it. It needs call recording to be on. See Smart Call Transcript.

SMS¶

The channel for text messages with customers, routed through SMS queues. See How SMS Works.

SSO (Single Sign-On)¶

Logging in to Daktela with your company account, for example Microsoft or Google, instead of a separate Daktela password. See Log in to Daktela.

Stage¶

Where a ticket is in its life: Open (being worked on), Waiting (waiting for the customer), Closed (solved, and reopens if the customer replies) or Archived (closed for good, so a reply creates a new ticket). The stage is fixed by Daktela. A status is your own label on top of it. See Tickets.

A user setting that keeps the user always logged in and ready, with no need to log in or go ready. See Agents.

Statistic¶

A ready-made report of what happened in a period, such as calls by queue, chats by agent or tickets by category. Statistics can be exported and grouped into scheduled reports. See Statistics.

Status¶

Your own label for the outcome of an activity, ticket or campaign record, such as "Order placed", "Complaint" or "Call back later". Agents pick a status when they finish. A status is offered only where it is linked to the queue, ticket category or CRM record type. Statuses feed the "why did customers contact us" reports. Compare with Stage. See Statuses.

Supervisor¶

The person who runs the contact centre day to day. They watch queues and agents in the Realtime panel and on wallboards, monitor calls, and react to waiting customers. Often the same person as the team leader. See Run Your Shift.

T¶

Team Leader¶

A supervisor who also manages a team in Daktela. Their rights can limit which accesses and rights they can see and edit, so they administer their own team without full admin rights. See Rights – Functions in Tabs.

Template¶

A ready-made email, SMS or chat reply that agents insert and adjust, for consistent and faster answers. See Templates.

Terminate¶

The end point of a chat-type routing chain. It defines how the conversation ends, for example out of hours or when no agent answered: the message the customer gets, and whether the conversation counts as answered or missed. See Terminate.

Ticket¶

One customer request tracked from start to solution. A ticket collects every related email, call, chat and comment in one thread, and has a category, an owner, a stage and a deadline. See Tickets.

Time Condition¶

A routing step that checks the date and time against a time group. It sends the customer one way when you are open (usually to a queue) and another way when you are closed (a closed message, voicemail or terminate target). See Time Conditions.

Time Group¶

Your opening hours, holidays or other time periods, defined once and reused. Time conditions use time groups for routing. Ticket categories and some queues use them as working hours for SLA deadlines. See Time Groups.

Trunk¶

The connection between Daktela and your telephone carrier, which carries your calls and phone numbers (DIDs). It is also called a SIP trunk. Trunks are set up by Daktela Support. See Call Routings – Trunks.

U¶

Unready¶

An agent who is logged in to Daktela but not working. They receive no activities and, unlike on a pause, are not counted as available. Agents must close their open activities before going unready. See Get Started.

User Tracing¶

A timeline of one user's day or week: time spent on activities, pauses, queue log-ins and whether they were free or busy. See User Tracing.

User Type¶

The basic kind of user, which decides licence consumption:

Contact centre: agents who work queues.
Back-office: tickets without queues.
Cloud Phone: calls only.
Passive: admins and supervisors. Passive users are free.

See User types.

V¶

View¶

A saved filter of the ticket list, such as "My open tickets" or "Unassigned – Support". Admins create views and assign them to rights. Agents work from views in the Tickets module. See Views.

W¶

Wallboard¶

A full-screen display of live contact-centre figures, usually shown on a TV in the office: waiting customers, service level, agent states. See Wallboards.

Web Chat¶

The chat window on your website, routed through a connector to a web chat queue. It can start with a bot. See How Web Chat Works.

Whisper¶

A call monitoring mode in which a supervisor speaks to the agent during a live call without the customer hearing. It is used for live coaching.

The layout of an open activity: which tabs and widgets the agent sees (contact, ticket, form, history, external pages). It is set per queue. See Queue Basics – Widget Scheme.

Wrap-up Time¶

A short automatic pause (the Wrap pause) after an agent finishes an activity, before the next one is offered. Agents use it to finish notes and forms. It is set per queue in Wrap up time, and the default is none. See Pauses.