Profiles¶
A profile is the single object that defines what a user may do in Daktela. It replaces the two objects used in earlier versions β Accesses (which modules a user could open) and Rights (which content they could work with) β which are now merged into one: a profile holds the permissions, the administration rights, the scope those apply to (which queues, ticket categories, CRM databases, macros, foldersβ¦) and the agent's behaviour in the contact centre. Every user has exactly one primary profile and, optionally, one or more secondary profiles on top of it; a secondary profile only ever adds access, it can never take anything away from the primary, and it stays in place until someone removes it. Profiles are reusable sets: you build a handful that match your team roles and assign the same profile to many users.
Profiles live in Settings β Users β Profiles. A profile can be assigned to Contact center, Back office and Passive user types β Cloud Phone users have no profile at all, and the user type can still disable a functionality the profile allows.
Info
The functionalities a profile allows can consume licenses. Go to the Licensing module to manage your licenses and see which user consumes which license.
How Profiles Combine¶
When a user holds more than one profile, Daktela resolves them into one effective set. The order used is always the primary profile first, then the secondary profiles in the order they are listed on the user.
| Setting | How several profiles combine |
|---|---|
| Permissions and administration rights (Access, Create, Read, Update, Deleteβ¦) | Union β a permission granted by any profile is granted. |
| Per-queue attributes (Rank, log-in type, call pickup, see missed, blacklisting) | Most favourable per queue β the highest Rank wins, and the highest log-in type wins in the order None < Manual < Automatic < Fixed. A secondary profile set to Fixed therefore overrides a lower log-in type on the primary. |
| Can transfer call | The allowed transfer types are added together β a profile allowing only Blind plus one allowing only Assisted results in both. |
| Call monitoring modes | Cumulative β all modes granted by any profile are available. |
| Single grants (Ask for assistance, Can call without a queue, Password reset, Daktela Copilotβ¦) | Granted if any profile grants it. |
| Lists (right-panel URL shortcuts, GPT custom actions, scope items) | Combined and de-duplicated. |
| Max activities, Max outgoing campaign records, Max tickets | Primary profile only. Attaching a secondary profile with a higher limit does not raise the user's ceiling. |
| Outgoing queue log-in | An agent can hold only one active outgoing log-in. The primary profile wins if it has one; otherwise the first secondary profile that has one, in the order listed. |
| Distribution matrix | The primary profile wins on conflict. |
| Dashboard layout and keyboard shortcuts | Not merged: the first profile in the order above that actually carries a value wins. |
Info
A workload ceiling is a property of the agent's own job, which is why Max activities, Max outgoing campaign records and Max tickets come from the primary profile alone β a secondary profile cannot quietly widen how much work an agent can be handed.
Note
For instances upgraded from 2026.1, the old Rights set is the primary profile and each old Accesses set became a secondary profile β see Upgrading from 2026.1 below.
Upgrading from 2026.1¶
The upgrade converts your existing Rights and Accesses into profiles automatically. No administrator action is needed, and every user keeps exactly the access they had before.
| Before the upgrade (2026.1) | After the upgrade (2026.2) |
|---|---|
| A user has one Rights set (Settings β Users β Rights). | That Rights set is now a profile, and it is the user's primary profile. It keeps its name and everything it held: the queue attributes (log-in type, call pickup, see missed, blacklisting, the value now called Rank), the category, CRM, macro, wallboard, group, pause and Knowledge Base scopes, and the header settings (Max activities, Max outgoing campaign records, transfer types, call monitoring, password rulesβ¦). |
| A user has one Accesses set (Settings β Users β Accesses). | A new profile is created from each Accesses set and attached as a secondary profile to every user who held it. It carries what Accesses used to hold: the module permissions, the dashboard layout, the keyboard shortcuts, the right-panel URL shortcuts and the GPT custom actions. |
| Settings β Users β Rights and Settings β Users β Accesses are two menus. | There is one menu, Settings β Users β Profiles. The old Rights address redirects there; Accesses no longer exists as a menu. |
Because the two objects are combined with the rules in How Profiles Combine, a typical upgraded user ends up with the primary profile setting their workload ceilings and queue attributes, and the secondary profile supplying the module permissions, dashboard and shortcuts β which is exactly the split Rights and Accesses used to have.
Individual settings that changed name or place during the conversion:
| Was | Is now |
|---|---|
| Can create own ticket views (Rights header) | Own ticket views, a permission inside the Tickets area. |
| GDPR (Accesses) | Anonymization, under Account & privacy in the Workspace area. |
| Custom translations (under System) | Part of the Workflows area β see Custom Translations. |
| Any granted Daktela Copilot function | The Daktela Copilot checkbox in the AI functions area is granted. |
| Resources access (Accesses) | Resources stays, and Report a bug is granted alongside it. |
| Agent queue Priority (Rights β Queues, 0 = highest) | Rank on the profile's Queues grid (10 = highest). Values are converted to the new scale, so the order in which agents are offered work does not change. |
Tip
You can keep the two-profile arrangement as long as you like. If you would rather have one profile per role, copy the permissions of a derived secondary profile into the primary profile and then remove the secondary profile from its members β the tidy-up is optional and can be done role by role.
The Profile Header¶
| Control | What it does |
|---|---|
| Admin rights | Switches every grantable permission in the profile on. The label changes to Admin rights granted with a check icon while it is active; clicking it again switches them all off. Use it for administrators who should have no limitations. |
| Set dependencies automatically | Keeps dependent permissions in step with the ones you tick. The label changes to Dependencies set automatically while it is active; clicking it then opens a confirmation dialog before dependency tracking is switched off. Clicking it while inactive switches it on straight away. |
Access & Scope¶
The Access & scope tab is where most of the configuration happens. It is divided into 17 areas in three groups. Each area combines up to three blocks:
- Permissions β what a user may do (see the verbs below).
- Administration β what a user may configure in Settings for that area.
- Scope β which specific queues, categories, databases, macros, folders, wallboards, groups or pauses the permissions apply to.
| Permission | What it means |
|---|---|
| Access | The module or sub-module is available to the user in the quick menu. |
| Create | The user may create items in this module. |
| Read | The user may open items in this module in a read-only state. |
| Update | The user may change items in this module. |
| Delete | The user may delete items in this module from the grid using the trash bin icon. |
| Group | Areas |
|---|---|
| Contact centre | Users, Queues, Tickets, CRM, Knowledge base, Social media, Campaign records, Listings, Application, Statistics, Workflows |
| Agent tools | Pauses, Workspace, AI functions |
| Platform β admin & reporting | Devices, Groups, System & Other |
Areas at a Glance¶
| Area | What it controls | Scope |
|---|---|---|
| Users | Create/read/update/delete on Users, Profiles and External users, plus the AI Coworker sub-types (Chatbot, Mailbot, Voicebot) and system users (API, webhook, backup and monitoring accounts). Also defines the overall visibility of other users across modules β assigning a user to a ticket, seeing them in listings. | Which users (agents, by team or individually) and which profiles this profile may edit β see Team Leaders and Scoped Administration. |
| Queues | Which queues the user sees and works, with per-queue attributes; plus routing administration per channel. | The queue list itself β see Queues Area. |
| Tickets | Create, Read, Update, Merge, Delete, Remove activities from tickets, Remove activities without trace, Edit own comments, Own ticket views; administration of views, categories, SLA and macros. | Ticket categories and macros β see Tickets Area. |
| CRM | Permissions on Contacts, Accounts, CRM records and the Blacklist; administration of CRM databases, Records from and blacklist databases. | Which CRM databases and CRM record types the user can view or act on. |
| Knowledge base | Permissions on articles and tags, and their administration. | Which Knowledge Base folders the user may view, create, update or delete. |
| Social media | Read and Update on social media, plus administration of social media accounts. | β |
| Campaign records | Create, Read, Update, Delete and Export recordings for campaign records; administration of Call scripts, Call script fields and campaign databases. | β |
| Listings | Which listings the user may open, recording and transcript permissions, and QA reviews β see Listings Area. | β |
| Application | Monitoring, User state, Realtime, Wallboards and dashboard announcements. | Which wallboards the user may access. |
| Statistics | Create, Read, Update and Delete on statistics, plus reports, analytics and metrics. | β |
| Workflows | The workflow configuration table: statuses, tabs, QA forms, CSAT, templates, time groups, Shared fields and Custom translations. | Which events the user may configure. |
| Pauses | Can see other's pauses β when disabled the user sees only "On pause" instead of the pause title in the call widget and the real-time dashboard widget (it does not apply to the Realtime panel). Plus administration of pauses. | Which pauses the user may use. |
| Workspace | How the agent behaves while working β calls, activities and their own account β see Workspace Area. | β |
| AI functions | Daktela Copilot, GPT custom actions and on-demand AI actions β see AI Functions Area. | β |
| Devices | Administration of SIP devices, external numbers, MS Teams devices, generic devices and Daktela devices, plus provisioning and call permissions. | β |
| Groups | Administration of groups, so users can use them in filters, widgets and statistics settings. | Which groups. |
| System & Other | Company-wide settings: fax server, SMS server, downloading recordings from FTPS, global settings, integrations, licensing and billing. | β |
Note
Custom translations moved out of System & Other into the Workflows area β see Custom Translations.
Queues Area¶
Enabling Visibility for a queue is the base grant: the user can see that queue's activities in Listings and the Realtime panel. The remaining attributes only apply once the queue is visible, and they are what actually let the agent work it.
| Attribute | What it does | Options / default |
|---|---|---|
| Visibility | The user sees the queue and its activities. Does not by itself allow them to work it. | On / off |
| Log-in | How the agent signs in to the queue. None β the agent cannot log in to it. Manual β the agent is not logged in automatically but can log in themselves, or a team leader can log them in from the Realtime panel. Automatic β the agent is logged in after they sign in to Daktela, and can log out again. Fixed β the agent is logged in to the queue whenever they are logged in to Daktela; not even a team leader can log them out from the Realtime panel. | None / Manual / Automatic / Fixed |
| Call pickup | The agent may manually answer a waiting activity even if it was not distributed to them. | On / off |
| See missed | The agent sees unanswered (missed) activities and can call or write back to them, or delete them if Can delete missed activities allows it. | On / off |
| Allow blacklisting | The agent may ban a customer using the Blacklist. How the ban applies is defined in the blacklist database. | On / off |
| Rank | How strongly this profile is preferred when an activity from that queue is distributed. 10 is the highest, 0 the lowest β an activity targets the available agents with the highest rank first. | 0β10, default 10 |
Info
Rank replaces the Priority column of earlier versions, and the scale is inverted: the highest value is now the strongest preference, and a newly configured queue starts at 10 rather than being ranked last.
Queues are available only to Contact center users. A user consumes a call license when at least one queue of a given type is set to Manual log-in or higher. A Contact center user must consume at least one communication-channel license, or you cannot switch them to that user type. For Back office and Passive users the queues stay disabled and no license is consumed.
Routing administration is granted per channel β Queues, E-mails, Calls, Web chats, SMS, Facebook, WhatsApp, Viber and Instagram DM β each with Create, Read, Update and Delete.
Setting Every Queue's Log-in Type at Once¶
The Bulk update for Log-In type control above the queue list sets the log-in type across the whole list at once: pick None, Manual, Automatic or Fixed and click Apply. It touches only the queues that have Visibility ticked, and it applies across the entire queue list, not just the page on screen.
Warning
An agent can hold only one active outgoing log-in. If a change would leave two outgoing queues on Automatic or Fixed, a dialog stops the save and asks you to select which outgoing queue keeps it; the others fall back.
Tickets Area¶
| Block | Contents |
|---|---|
| Permissions | Create, Read, Update, Merge (when not granted, the merge action is hidden in the ticket detail and the tickets grid, and API merge requests are rejected with a 403 error), Delete, Remove activities from tickets (moving an activity to another ticket adds a system comment to the original ticket), Remove activities without trace (the same, but no comment is generated), Edit own comments (users may edit their own ticket comments after posting), Own ticket views (users may create personal ticket views, add team views to their sidebar and reorder views by drag & drop; without it they can still use existing views). |
| Administration | Ticket views, categories, SLA and macros. |
| Scope | Which categories and which macros. A macro is visible only where the profile and the category both allow it. |
For each category in scope you can set Distribution: a number of tickets automatically assigned to the agent. Open tickets with no assignee are assigned to the agent up to that number, oldest Updated first; Waiting and Closed tickets do not count. Tickets are distributed only to agents logged in to a queue that uses the category, and pauses have no effect. If you set distribution on several categories, the agent receives that number from each.
Listings Area¶
Grants access to the individual listings: all activities, SMS, Messenger, WhatsApp, Viber, Instagram DM, social media comments, web chats, attempts, sessions, user tracking, e-mails and CDR.
| Permission | What it does |
|---|---|
| Play own rec. | The user may play recordings of their own call activities. |
| Download own | The user may download recordings of their own call activities. |
| All recordings | The user has access to recordings of all users and queues their profile covers. |
| Delete rec. | The user may delete recordings of call activities. |
| Export | The user may export recordings of call activities. |
| Transcript | The user may generate Smart Call Transcripts for call activities. Consumes Power Pack tokens. |
| Read own reviews (QAs) | The user may view QA Reviews of their own evaluated activities, read-only. |
| Read all (QAs) | The user may view QA Reviews of all activities of all users and queues their profile covers. |
| Create / Update / Delete (QA Reviews) | Managing QA reviews. |
Workspace Area¶
Workspace holds the settings that used to sit in the header of a Rights set. It is laid out in three columns.
Calls
| Field | What it does | Options / default | License |
|---|---|---|---|
| Can call without a queue | The user does not need to be logged in to an outgoing call queue. Calls they make are not associated with a queue or its settings. | On / off | A Contact center user with this enabled consumes a call license. A Back office user with this enabled can make calls without a queue and consumes both the Back office and Cloud Phone licenses. For a Passive user it is disabled anyway and consumes nothing. |
| Can call users & queues without rights | When disabled, the user cannot call users or queues their profile does not cover. | On / off | |
| Call forwarding | Access to the call forwarding number setting. | On / off | |
| Ask for assistance | The user may request help from a supervisor during an open activity. The activity is then highlighted in the Realtime panel, and the supervisor can enter the call or chat. | On / off | |
| Can transfer call | Which transfer types the user may use. Blind β transfer to a user or queue without consultation; the customer waits on hold until the target answers. Assisted β call a user, call group or queue and wait for an answer, consult while the customer is on hold, then decide who takes the customer over. | Blind, Assisted, or both | |
| Call monitoring modes | If and how the user may interact with calls they monitor from the Realtime panel. Monitor only β listen in. Whisper β talk to the agent handling the call. Barge β join the call, heard by agent and customer. Take over β remove the agent and finish the call. Whisper, Barge and Take over can only be started from the Activities section of the Realtime panel. | Any combination | Requires a call license (Contact center) or a Cloud Phone license (Back office). Enabling it does not by itself consume a license. |
Activities
| Field | What it does | Options / default |
|---|---|---|
| Can delete missed activities | The user may delete missed activities from the left sidebar, on queues their profile covers. A deleted missed activity is removed for everyone working that queue. | On / off |
| Agent greetings | Access to agent greetings, including Upload greeting recordings so users may upload their own. | On / off |
| Max activities | When the user has this many open activities, no further activities are distributed to them. The distribution matrix can restrict distribution further. | Number β primary profile only |
| Max outgoing campaign records | The maximum number of outgoing campaign records the user may have open at once. Required. | Number β primary profile only |
| Max tickets | A cap on the agent's open tickets, enforced at the moment a ticket would be assigned, so ticket distribution never pushes an agent past the limit. | Number β primary profile only |
Account & privacy
| Field | What it does | Options / default |
|---|---|---|
| Resources | Access to the Resources menu. | On / off |
| Report a bug | The user may report a bug from the Resources menu. Unavailable (greyed out) unless Resources is granted. | On / off |
| One time password | When an administrator changes the user's password, the user must change it at their next login. | On / off |
| Password reset | The user may reset their own password from the login screen. They need a valid Authentication email in their user detail. Cloud Phone users can always do this regardless of the setting β they have no profile to hold it. | On / off |
| Delete attachments | The user may delete attachments anywhere in the app. | On / off |
| Export | The user may export data anywhere in the app. | On / off |
| Anonymization | The user may anonymize calls, chats, e-mails or tickets by deleting their content. Metadata is kept. Formerly called GDPR. | On / off |
The Workspace area also holds the right panel URL shortcuts: links to other systems, to Daktela documentation or to a new ticket form, shown to the user at the bottom of their right sidebar. Each shortcut has an icon, a name, a URL, an order and an Open in new window option; click Add shortcut to add one.
AI Functions Area¶
| Setting | What it does | License |
|---|---|---|
| Daktela Copilot | Daktela Copilot helps agents with written text and summaries. Summarisations β the user may summarise tickets, contacts, accounts and chats. Text composing features β assisted writing such as Expand, Friendly, Professional or Translate. | Either variant makes the user consume a Copilot license. |
| GPT custom actions | Custom GPT prompts the user can apply while writing e-mails, chats or ticket comments. Each has an icon, a title and a prompt. | |
| Activity on-demand actions | Generate AI Topics or AI QA β the user may generate AI Topics or AI QAs for an activity from the activity detail. Generate call transcripts β the user may generate call transcripts on demand. | Consumes Power Pack tokens. |
Distribution Matrix¶
The Distribution matrix tab decides how many activities of each type a user may have open before another one can be distributed to them. A profile either inherits the global default set in Global Settings, or overrides it with its own matrix for the users who hold this profile.
How the matrix itself is read and filled in β the rows, the columns and worked examples β is documented once in Global Settings β Distribution matrix.
Info
The distribution matrix is one of the two settings that cannot be merged across profiles: when a user's primary and secondary profiles disagree, the primary profile's matrix applies.
Channel Rotation¶
Channel rotation keeps an agent from being handed the same channel over and over. Add a rule and Daktela counts how many activities of that channel the agent accepted in a row; once the count is reached, the agent's rank on that channel is reduced so the next activity is more likely to go to someone else.
Rules are grouped by channel category: Voice (calls), Chat channels (web chat, SMS, WhatsApp, Messenger, Viber, Instagram DM, plus an "Any chat" meta-option) and Helpdesk (tickets). E-mail is never its own channel here β it is handled as tickets.
A rule reads: after N consecutive activities of a channel, reduce the user's rank on that channel by 1β10. There is no separate target channel β the channel that triggered the rule is the one that is deprioritised.
There is no on/off switch: rotation is active for a profile as soon as it has at least one rule, and removing the last rule returns the tab to its empty state. Rules can be added and removed, including the first one; they cannot be cloned.
A rule's consecutive counter resets when the agent accepts an activity of a different channel (accepting is enough, they need not finish it), goes into a pause other than the system states DND, Inactive and Wrap-up, logs out, or goes Unready.
The reduction is a soft bias applied on top of the agent's base rank: it applies across every queue of that channel, it only changes the ordering of available agents and never blocks distribution, and activities at risk of breaching their SLA always win.
Note
Channel rotation never overrides the distribution matrix or an agent's availability β it only nudges who is tried first.
Members & Overrides¶
The Members & overrides tab lists the users who hold this profile as a secondary profile and is one of the places you can attach it to more of them β see Assign Profiles to Users below.
Assign Profiles to Users¶
| Where | What you can do |
|---|---|
| The user detail, Settings β Users β List of Users | Set the user's Profile (the primary one, required) and add Secondary profiles. |
| A profile's Members & overrides tab | Attach this profile as a secondary profile to one or more users. |
| Realtime β Users | Select one agent or several and attach a secondary profile to them on the spot β the fastest way to lend a team extra queues for the rest of the day. See Realtime. |
- You cannot change a user's type or profiles while they are logged in and ready.
- Cloud Phone users have no profile β see User types.
- When saved, the user immediately behaves according to the new configuration.
- A secondary profile has no expiry: it applies from the moment it is attached until someone removes it.
Team Leaders and Scoped Administration¶
A profile can be scoped so that its holders administer only part of the contact centre, without being full administrators. In the Users area of Access & scope you set:
- Which users this profile may manage β all agents, by team, or individually.
- Which profiles this profile may see and edit.
This is what makes a team leader possible: they administer their own team and the profiles that team uses, and nothing else.
Dashboard Layout¶
Each profile can carry a dashboard layout. In Settings β Users β Profiles, click the Dashboard button in the Actions column of a profile. Drag the widgets, statistics or analytics you want from the right panel of available items into the layout on the left; most widgets can be configured with the cog icon (for example to apply a filter). You can change the width of individual blocks, or split them into up to four columns.
Info
The dashboard layout is not merged across profiles. The user gets the layout of the first of their profiles β primary first, then the secondary profiles in order β that actually has one. The same rule applies to keyboard shortcuts.
Defining List Columns for Various Grids¶
In the list of profiles you can open the List columns settings for each profile. There you define which columns are shown to its users, and in what order, for the different grids across the app. All available columns are listed on the right; drag and drop them into the builder. Each column can be configured β for example to change its title (in the grid view only) or apply a text colour.
Info
For tickets these are only a fallback: a view with its own columns uses those instead, for everyone who opens it.