User types¶
Users in Daktela can be categorized into four user types, according to your internal needs. User types mainly influence consumption of licences and overall user behaviour in the app. The user type is one of the two things that define a user β see How Users & Profiles Work.
Types of Daktela Users¶
An explanation of each user type and how they behave in the Daktela app.
Contact center¶
A standard Daktela user with no system restrictions . These users are allowed to access the Web GUI and Mobile App. Contact center users are allowed to use queues for any communication channels. Contact center users do not consume a license on their own but must consume at least one communication channel (core) license, designated by an admin. This means it is not permitted to have this user without consuming any license. This user is also defined by their profiles, whose configuration determines which licenses the user consumes.
Back-Office¶
A user who is allowed to use the Web GUI and Mobile App but is not permitted to use any queues. However, they can access tickets and write comments. Back-office users consume a back-office license on their own but can never consume any core communication channel license. These users are also defined by their profiles, whose configuration determines which licenses the user consumes. Even if queues are allowed in the profile, they are still disabled for these users and do not consume any core license. If the Can call without a queue function is enabled in the profile, these users are allowed to make calls (without a queue). In this case, the user consumes both a back-office and a Cloud Phone license.
Cloud Phone¶
A user whose sole purpose is to make calls . These users are allowed only a limited (lite) version of the Web GUI and the standard Mobile App. These users consume a Cloud Phone license on their own. These users have no profile and are not allowed to use any queues. They can still consume a Recording and CRM license if enabled in the user detail settings. Cloud Phone users are statically logged in and can never be logged off. They are not allowed to use pauses, except for the DND pause, which is synced with their device.
Passive¶
This type is designed for Administrators, Shift Supervisors, or API users . These users are free of charge and do not consume any license. They are allowed to access the standard Web GUI and Mobile App. These users are also defined by their profiles. They never consume any core communication channel license. Even if allowed in the profile, they cannot use queues, make calls without a queue, or write ticket comments. They never consume CRM license, even if allowed to the module - meaning it is free for those users.
Assigning Types to Users¶
See How Users & Profiles Work β Assigning a Type and Profiles to a User.