How Users & Profiles Work¶
Every person who logs in to Daktela is a user. What a user can do is defined by two things:
- User type: the user's basic behaviour and which licences they consume (Contact centre, Back-office, Cloud Phone, Passive).
- Profiles: one primary profile, plus any number of secondary profiles on top of it. A profile holds both halves of what used to be Accesses and Rights. It sets which modules the user can open and what they may do there, and which content that applies to: queues, ticket categories, CRM databases, macros and wallboards.
Profiles are reusable sets. You build a handful that match your team roles and give the same profile to many users, rather than configuring each person from scratch. A secondary profile only ever adds access on top of the primary. It never takes anything away, and it stays until someone removes it.
When you are ready to add someone, follow Onboard a New Agent. It takes you through the steps in the order the system requires. Setting up a whole contact centre for the first time? Start with Set Up Your Contact Centre instead, which places users in the overall order.
What Defines a User¶
A user needs an extension and at least one device only if they make or receive calls. See How calls reach a user below.
The Building Blocks¶
| Building block | What it does | Where to set it up |
|---|---|---|
| User types | Basic behaviour and licence consumption. | Set per user in the user detail |
| Profiles | Which modules a user can open, what they may do there, which queues, categories, CRM and other content that applies to; also dashboard layout and right-panel shortcuts. | Settings β Users β Profiles |
| Agents | The individual user records β identity, password, 2FA, devices, recording, API tokens. | Settings β Users β List of Users |
| AI Coworkers | AI-powered users (chatbots, voicebots, mailbots) managed alongside agents. | Settings β Users β List of Users, AI Coworkers tab |
| Devices & extensions | The phones a user calls from and their internal number. | Settings β Devices |
| Call permissions | Rules limiting which destinations a user may dial. | Settings β Users β Call permissions |
| External users | Limited read-only ticket access for partners, vendors or customers via a separate portal. | Settings β Users β External users |
Two Places to Connect Agents and Queues¶
A queue offers activities to agents based on their profile, never to individual users directly. There are two screens for the same relationship, and they edit the same setting from opposite ends:
- From the profile side: the Queues area of a profile's Access & scope tab lists every queue the profile can use, with Visibility, the log-in type (Manual / Automatic / Fixed), call pickup, see missed and Rank.
- From the queue side: the Agents dialog in Queue Basics lists every profile that can use that queue, with the same log-in type and the same rank value, which this screen labels Priority. Under either label, 10 is the highest and 0 the lowest.
Info
Both screens assign profiles, not people. To give one person access to a queue, you assign the queue to a profile they hold, and everyone holding that profile gets the same queue access. If you need one person to differ, give them their own profile, or attach a secondary profile that adds just that queue.
How Calls Reach a User¶
A user is reachable by their extension, a unique internal number. The extension can ring one or more devices: a Daktela device in the browser, a hardware SIP phone, a mobile or an MS Teams client. The full explanation, with an example, is in How Devices Work. Users who don't take calls need neither.
Assigning a Type and Profiles to a User¶
You set both in the user detail at Settings β Users β List of Users. Edit any user and change their type, their Profile (the primary one) and their Secondary profiles.
- You cannot change a user's type or profiles while they are logged in and ready.
- Cloud Phone users have no profile. See User types.
- A Contact centre user's primary profile must give at least one queue a log-in type other than None, or allow Can call without a queue. Otherwise Daktela refuses to save the user with the error Profile with no queue logins.
- When saved, the user immediately behaves according to the new configuration.
- Where the primary and a secondary profile overlap, the more permissive setting usually applies. The exceptions are listed in How profiles combine.
Tip
Use the clone feature when adding someone to an existing role: it copies the same type and profiles and adds the new user to all the relations the cloned user belongs to.
Before You Start¶
- Administrator access to the Users module and its sub-modules.
- A picture of your team's roles. Each distinct role becomes one profile that you reuse. Roles that differ only by an extra queue or module can share a primary profile and get a secondary one on top.
- Free licences for the channels the agents will work. Check them in the Licensing module, and see Set Up Your Contact Centre β Check Your Licences for which queue uses which licence.
- At least one queue for each agent profile. A Contact centre user can't be saved until their primary profile has a queue log-in, so create the queues first. Set Up Your Contact Centre shows the full order: time groups, then queues, then profiles, then users.
Ready? Continue to Onboard a New Agent.