Queue Basics¶
Go to Settings β Routings β Queues to view a list of your queues, to edit existing and add new queues, to work with agents' rights to queues, set up queue relations and widget schemes and to enable/disable certain queue types.
Every queue in Daktela β calls, web chat, email, SMS, social media and the Ticket queue β is managed from this list and shares the setup steps described on this page. The fields specific to each queue type are described on the queue type's own reference page.
Batch Edit¶
Batch edit enables you to transmit similar settings to more queues of the same type.
In Settings β Routings β Queues, either:
- click Batch edit at the top of the queue list and select a queue type to start the wizard, or
- open an existing queue, edit it as necessary and click Batch edit at the top to start the wizard with the current queue's settings already filled out.
Then click Save.
Distribution Matrix¶
The distribution matrix decides how much work an agent may already have open before another activity can be handed to them, and which channels may be combined. It is not a per-queue setting: one matrix applies to the whole contact centre.
Open the contact-centre default at Settings β Global settings, Licenses tab, Open distribution matrix; it is described in full in Global Settings β Distribution matrix. A single team can be given its own limits by overriding the matrix on a profile's Distribution matrix tab β see Profiles β Distribution Matrix.
Enable/Disable Queues¶
To quickly enable or disable a queue, use the toggle switch next to the queue name.
When disabled:
- Call queues will stop dialling new calls. Already dialled calls will not be interrupted.
- Email queues will stop receiving emails. Outgoing emails will not be impacted.
Warning
You can only enable and disable the following queue types:
- Click-To-Call
- Progressive campaign
- Predictive campaign (dialler)
- Robocaller
Assign Agents to a Queue¶
A queue only distributes activities to agents whose profile gives them access to it β agents are never assigned to a queue individually, you assign the profiles they hold. To set up the access, click Change in the Agents column of the queue that you want to change.
- Check (tick) the profiles that you want to have access to the queue.
- Enable or disable Call pickup. Profiles that have this option turned on can accept activities which are already ringing at another agent using Waiting Activities (except if Login type β None is selected).
- Enable or disable See missed activities. Profiles that have this option turned on can see missed activities.
- Select a Priority for the profile from the drop down list: 10 is the highest and 0 the lowest, and the default is 10. Activities are offered to the available agents with the highest value first and only fall through to lower ones from there β how far and how fast depends on the Distribution Strategy. This is the same setting as Rank on the Queues grid of a profile's Access & scope tab (Profiles β Queues area); only the label differs between the two screens.
- Select the type of log in the profile will have:
| Login type | Description |
|---|---|
| None | The user can't be active in the queue but can see the queue's activities, e.g. Missed calls or Statistics. |
| Manual | The user can be active in the queue and can log in and out manually. If call pickup is enabled, agents can accept activities even if they are not logged in to the queue. |
| Automatic | The user will be automatically activated in the queue after going ready and can log in and out manually. |
| Fixed | The user will be automatically activated in the queue and can't log out manually. |
Warning
The direction of the Priority scale changed in 2026.2 β 0 used to be the highest. Existing values were converted during the upgrade, so the order in which your agents are offered work did not change.
Warning
Each profile can have a max. of 1 outgoing queue (outbound and campaign) with Automatic/Fixed login.
Info
To receive activities, an agent must be logged in to the queue in the application (unless their login type is Automatic or Fixed). See Get Started β Select Queues. Robocaller is the only queue type that agents don't log in to and that doesn't have a widget scheme.
Queue Relations¶
Relations connect a queue to the other objects it works with. Each relation opens from the Relations column of the queue list: click the relation, check (tick) the items you want to use (or create new ones), then click Save to return to the queue list.
| Relation | What it does |
|---|---|
| Groups | Select which queue groups the queue should be part of. See Groups for more details. |
| QA Forms | Select which QA forms can be used for activities using the queue. See QA Forms for more details. |
| Statuses | Select which statuses agents can set for activities using the queue. You can click Multiple save to save the settings for multiple queues at once. See Statuses for more details. |
| Tabs | Select which tabs should be displayed in the detail of a record associated with the queue. See Tabs for more details. |
| Form (Call Scripts) | Select which forms should be used for campaign records. If you select multiple forms, they will automatically be rotated. See Call Scripts for more details. In incoming and outgoing (non-campaign) call queues, don't forget to enable the form in the queue settings. |
| Blacklists | Select which blacklist databases the queue should check. Go to Blacklist to manage your database entries and Blacklist Database for the setup. |
| Agent greetings | Select which pre-recorded messages agents can use with the queue. You can listen to the greeting recording using the play button. See My Profile or Agent Greetings for more details. |
| Templates | Select which templates to use with the queue. See Templates for more details. |
| CRM databases | Select which CRM database the queue should use. See Databases for more details. |
AI Functions¶
Click Change in the AI functions column of the queue that you want to configure.
AI Topics & QA Reviews¶
| Field | Description |
|---|---|
| Use AI Topics | Turn on to analyse activities in this queue using AI Topics. |
| AI Topics setup | Opens the topic configuration for this queue. |
| AI Language | Select the language used to analyse activities for AI Topics and AI QA Reviews. |
| Use AI QA Reviews | Turn on to have activities in this queue automatically reviewed using AI QA. |
| AI QA Form | Select the QA form used for the AI QA reviews. |
| AI QA conditions | Set up the conditions that determine which activities get reviewed. |
| AI QA Frequency | Select how often activities in this queue are reviewed, e.g. All activities. |
AI Agent¶
| Field | Description |
|---|---|
| Use AI Agent | Turn on to let an AI Coworker handle activities in this queue. |
| AI Agent | Select which AI Coworker is assigned to the queue. |
| AI Agent exceptions | Add conditions under which an activity is not passed to the AI Agent. |
| Mailbot processing delay | (Email queues with an AI Mailbot only) Delay before a newly received email is handed over to the AI Mailbot. Use this if other automations or customisations need to process the ticket first. Options: Send immediately (default), 15 seconds, 30 seconds, 1 minute, 5 minutes, 15 minutes, 30 minutes, 1 hour. |
Widget Scheme¶
The widget scheme defines what agents see in an open activity created using the queue. For the agent's view, see Activity Widgets.
Click Change in the Widget settings column of the queue list to open the scheme.
Which editor opens depends on the queue type:
| Queue type | Editor |
|---|---|
| Incoming, outgoing and click-to-call queues, all campaign queues, Web Chat, SMS, Facebook Messenger, Instagram DM, WhatsApp, Viber | The tab builder β a mock-up of the real activity screen that you edit in place. |
| Email, Custom and Social Media (Facebook and Instagram comments) queues | The original drag-and-drop builder of blocks and column widths. |
Tab Builder¶
The builder shows the activity as agents will see it: the fixed channel panel on one side β a placeholder labelled Phone widget or Chat widget, marked Fixed channel panel β placeholder only, not editable β and the tab bar with a preview of the selected tab next to it.
- Reorder tabs by dragging them in the tab bar. Left to right is the order agents see.
- Choose which tab opens first by clicking the star on it (Default (auto-focused) tab). Only one tab can be starred; starring another moves it. If no tab is starred, the first tab in the bar opens.
- Remove a tab with its β button. Tabs that can't be removed show a lock instead (Mandatory β cannot be removed).
- Add a tab with Add. The menu lists only the widgets that aren't placed yet, in alphabetical order. When there are none left, it shows Every widget is already placed as a tab.
- Open a tab's settings with its gear button β see the overview below. The gear only appears on tabs that actually have something to configure. Click Save in the settings dialog, or Cancel to discard.
- Check the preview. Each tab previews with real data from the queue's most recently handled activity. If the queue hasn't handled one yet, the preview shows No handled activity in this queue yet β tab content preview is unavailable.
- Click Save to apply the scheme to the queue.
Info
The Activities tab is generated automatically alongside Contact & Account β it can't be dragged, starred, configured or removed on its own. Removing Contact & Account removes it too.
Warning
The tab builder saves to one queue at a time. Applying the same scheme to several queues at once (Apply to other/multiple queues, Multiple save) is only available in the drag-and-drop builder, i.e. for email, custom and social media queues.
Campaign queues: the Record form tab is placed first automatically and is locked β you can't remove it and it isn't offered in the Add menu.
Drag-and-Drop Builder¶
Email, custom and social media queues keep the previous editor:
- Drag fields from the Widgets list on the right hand side and drop them into your widget scheme on the left.
- Click the Split button to set up multiple columns and adjust their width using the plus and minus signs.
- Repeat the process to set up all desired widgets.
- Click the Settings button in each widget to open its settings β see the widget overview below. The setting will only be applied to this queue. If you want to apply it to other existing queues, click Apply to other/multiple queues.
- Save your widget scheme settings. If you want to use the current settings in more queues, click Multiple save, then select the queues where you want to use the same widget scheme and click Save.
Widget Overview¶
| Widget | Description | Settings |
|---|---|---|
| Phone | Basic phone widget with call transfer capabilities. Displays phone number and call duration. | Select if you want to automatically open the keypad. Can't be removed. |
| Widget for editing emails. | Can't be removed. | |
| SMS Chat | Basic widget for SMS Chat with transfer capabilities. | Can't be removed. |
| Messenger | Basic widget for Facebook Messenger with transfer capabilities. | Can't be removed. |
| Basic widget for WhatsApp with transfer capabilities. | Can't be removed. | |
| Viber | Basic widget for Viber with transfer capabilities. | Can't be removed. |
| Web Chat | Basic widget for Web Chat with transfer capabilities. | Can't be removed. |
| Contact & Account | Displays the CRM contact card of the current activity and, beneath it, their CRM account. If they don't exist, agents can create them without leaving the activity. Supports full-text search. | Select the custom fields that you want to display, separately for Contact custom fields and Account custom fields. |
| Articles (Knowledge base) | Displays articles from certain folders with the ability to read them. | Select the folders that you want to display. |
| Page in iFrame | The iFrame widget opens the given URL in an iFrame. You can pass many variables from the activity to an external application. The external page must use the HTTPS protocol and must not use the X-Frame-Options header for view blocking on third-party sites. | Enter the URL (including any variables) and widget height. In the Allow attribute, you can control the Feature Policy, allowing the iFrame to access fullscreen, microphone, camera and geolocation. Enter e.g. "camera;microphone" to allow the iFrame to use them. |
| Realtime users | Displays the users that are active right now and lets agents transfer the activity to them or invite them to it. | Set the filter that decides which users are displayed. |
| Record form | Basic widget for campaign records. Displays the details of the given campaign record; users can edit it, choose a call status and re-schedule if necessary. | Mandatory and locked on campaign queues. |
| Ticket Edit (Assign ticket) | Displays the latest tickets for the given CRM contact or CRM account. Users can easily assign the current activity to the existing ticket or create a new one. Users can edit the ticket directly in the activity. | |
| Transcripts | Call steering widget which displays the transcript and the confidence level. Calls only. | |
| AI agent (only for web chats) | Displays the Daktela AI agent chatbot transcript and metadata. | Drag and drop contexts to set their order. Deactivate a context to hide it from the widget in an open activity. Click the remove button to remove a context from the widget. |
Info
The Calendar widget and the Ticket β Read only widget were retired in 2026.2. Schemes that still contain Ticket β Read only open as the Assign ticket tab instead.
Tip
Whether agents get the floating Chat Notifications panel for a queue's conversations is not part of the widget scheme β it is the Show floating chat notifications widget option in the queue's own settings, which is on unless you turn it off.
Deactivate and Reactivate a Queue¶
When you no longer wish to use a queue, we recommend you deactivate it rather than delete it. This way you will not lose all of the queue's statistics.
To deactivate a queue, click Deactivate in the Actions column.
To reactivate a queue, first tick the Show deactivated checkbox at the top of the queue list to display your deactivated queues. Reactivate the queue by setting at least one profile to log in to the queue in Assign Agents to a Queue.
Note
In listings and reports, check the Crossed out eye symbol in the filter to include deactivated users and queues.