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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 profile, with at least one queue log-in, and a free licence to exist before you can create the user. If you haven't yet, read How Users & Profiles Work first.

Setting up from scratch?

If your instance has no queues yet, follow Set Up Your Contact Centre first. It creates your opening hours and queues before this guide, so the agent's profile has a queue to log in to.

The shortcut: clone an existing agent

If the new agent has the same role as someone already set up, skip to step 3 and use the clone feature. It copies the type and profiles and adds the new user to all the same relations. Step 2 is only needed when you're defining a role for the first time.

1. Check Your Licences

A Contact centre user must consume at least one channel licence, for example Voice for calls or Email for email. Go to the Licensing module and click Licenses usage to confirm you have a free licence of the type this agent needs. Set Up Your Contact Centre – Check Your Licences shows which queue type uses which licence.

2. Create or Reuse a Profile

A profile decides both which modules the agent can open and which content they work with. Reuse an existing profile that matches the role, or create a new one in Settings β†’ Users β†’ Profiles. Then set up the areas of its Access & scope tab that matter for this role:

  • Queues: tick Visibility for the queues this agent works, then set the Log-in type (Manual, Automatic or Fixed), Call pickup, See missed and the Rank (0–10, where 10 is the strongest preference and also the default). Log-in is what actually connects the agent to a queue, and at least one queue needs a log-in type other than None. See Two places to connect agents and queues. With named licensing, saving a queue log-in reserves the channel licence, and the save is refused if none is free.
  • Tickets: for helpdesk agents, the ticket categories they should see, and optional ticket distribution.
  • CRM: which contacts, accounts and CRM record types they can work with.
  • Workspace: the agent's own limits and abilities, such as Max activities, Max tickets and Can transfer call.

For a standard agent this usually means the communication modules, tickets and CRM with create/read/update permissions. For an administrator, click Admin rights to grant everything.

Tip

If a role differs from an existing one only by an extra queue or module, keep the existing profile as the agent's primary and add a secondary profile that grants the extra. A secondary profile only ever adds access.

3. Create the User

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

  • Type: Contact Centre for a standard agent. Admins and supervisors who don't handle customers can be Passive, which is free. See User types.
  • Profile: the profile from step 2. Add any Secondary profiles the agent needs on top of it.
  • Login name (permanent, cannot be changed later), Title, and a password.
  • Authentication email: required, used for password reset and Email OTP.
  • Two-factor authentication if your policy requires it.

See Agents for every available field.

4. Set Up Calling

If the agent makes or receives calls, give them a device. The zero-install option is a Daktela device, a phone 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.

5. 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.

6. Verify Queue Assignment

Open Queue Basics β†’ Assign Agents to a Queue and confirm the agent's profile appears on each queue they should work, with the intended log-in type and rank. Remember the assignment is by profile, not by person. If the queue comes from a secondary profile, that is the profile listed there.

7. 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: 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: for partners or customers who need limited, read-only ticket access through a separate portal.
  • AI Coworkers: add AI chatbots, voicebots or mailbots alongside your human agents.
  • API access: issue permanent API tokens for integrations instead of a session login.