Global settings¶
Set up settings that are valid globally for your entire contact centre.
General Settings¶
| Inactivity logout time | Enter the number of minutes after which users that have closed their browsers with Daktela should be logged out (no appPull requests being sent). Enter 0 or leave blank to keep users logged in indefinitely |
| Default language | Select your default language from the dropdown list. Individual users can change their language in My Profile. Automatically generated reports sent by email will always be in the default language regardless of the language used by the user who set the report up. Also, this language will be used for autocomplete address suggestions in the address custom field type across all forms. |
| Public holidays countries | You can use public holidays from selected countries in Time groups. The list of holidays is automatically kept up to date. |
| Adress autocomplete countries | Select the countries to restrict suggestions in address custom field type across all forms—only places and addresses from these regions will appear. |
| Notification beep | Select whether to play activity notification sounds when the Daktela browser tab is inactive. |
| Custom notification sound | The recording will play instead of the default notification sound during an incoming activity. Accepted formats: mp3, m4a, m4b, aac, ogg, opus, wav, flac. |
| Custom WebRTC notification sound | The recording will play instead of the default WebRTC notification sound. Accepted formats: mp3, m4a, m4b, aac, ogg, opus, wav, flac. |
| In-app Help | By default, In-app Help is always at your disposal in the bottom right corner. To activate it, open the section Resources, andselect In-app Help at the very bottom of the column. In-app Help serves as a pocket version of Daktela documentation. It provides you with instant information on how to manipulate with Daktela settings. All you need is to ask it. To replace Daktela’s In-app Help with your corporate one, just change URL in the blank field. |
| Least recent – check by activity types | Select which activity types should be taken into account in the Least recent queue distribution strategy. |
| Custom fields dynamic visibility | Select how to treat custom fields that are hidden using dynamic visibility in the form they are used in. |
| Background ticket update warning | When enabled, users who are viewing a ticket where an update has occurred in the background will receive an informational modal about what happened and will be prompted to reload the page. This should prevent information from being overwritten when multiple users (usually an agent and an API user) are working on the same ticket. |
| System notification email address | 1. Enter an email address that will be used to receive notifications. 2. Customise notifications, i.e. choose what kind of notifications you’d like to receive: - Login from a new IP Address. - User has reached the maximum number of login attempts and has locked their account. - Smart Call Transcription or AI Power Pack is reaching its limits (this occurs as soon as you reach your 85 % limit). - Connector for one of your communication channels has lost its authorization. - Issue with one of your integrations. |
Distribution matrix¶
The distribution matrix decides how much work one agent may have open at the same time, and which channels may be combined. Whenever an activity is about to be handed to an agent, Daktela checks what that agent already has open against the matrix; if any limit is reached, the activity goes to someone else instead. There is always exactly one contact-centre-wide matrix — it cannot be deleted, only edited.
Open it at Settings → Global settings, Licenses tab, Open distribution matrix. It opens as a dialog over the page.
Warning
The distribution matrix is for advanced users. To gain access, please get in touch with us at daktela@daktela.com.
Who May Edit It¶
Editing needs the Global settings permission on the user's profile. Without it the matrix still opens, but the numbers, the presets and Save are disabled and you can only read the current configuration.
One Card per Incoming Channel¶
The matrix is shown as one card per channel that can bring work in, headed When a call comes in…, When a web chat comes in… and so on. There are nine cards, in this order:
Call · Web chat · SMS · Messenger chat · Instagram DM · WhatsApp chat · Viber chat · Custom activity · Ticket
There is no e-mail card — an incoming e-mail is handled as a ticket.
Each card holds:
| Part of the card | What it sets |
|---|---|
Max <N> … at once — same-channel concurrency |
How many activities of that same channel one agent may hold at once. |
| Block a new … once the agent already has: | One row per other channel, reading <N> or more open … — the number of that other channel's activities at which the incoming one stops being offered. |
| Never blocks | A row set to never block shows a green ∞ and any number allowed: work on that other channel is ignored when this channel is distributed. Switch a row between the two with its never blocks / set a limit link. |
The numbers are plain counts of the agent's open activities — a limit of 2 means the agent may hold two, and the third is offered to someone else.
Info
Tickets are background work and never count as open real-time activity, so they do not block calls or chats on their own.
Presets¶
Each card has a Quick set: row with two shortcuts:
- Exclusive — while the agent is on this channel, nothing else is offered to them.
- Never blocks — this channel is offered no matter what else the agent has open.
Both are starting points: set them first, then adjust the individual rows. Changes are staged and highlighted until you click Save.
Per-Profile Overrides¶
Every profile either follows this global default or replaces it with a matrix of its own, on the profile's Distribution matrix tab:
- Inheriting (the default) — the tab says This profile is using the contact-centre global default and stays in sync when you change the matrix here. Click Override for this profile to give it its own.
- Overridden — the tab shows Custom matrix for this profile and its own set of cards. Revert to global discards the override and sends the profile's members back to this default.
When a user's profiles disagree, the primary profile's matrix applies. See Profiles → Distribution Matrix.
Info
The 2026.2 matrix is a new way of reading and editing the same settings — the cards replace the earlier numeric grid. Upgraded systems keep the limits they had and distribute work exactly as before.
White Labeling¶
| Logo image | Custom logo in page header. Logo should be clearly visible on light backgrounds, and should have a transparent background. Ideal format is PNG with greater width than height (width min. 100px, height min. 100px). |
| Logo image (Dark theme) | Custom logo in page header. Logo should be clearly visible on dark backgrounds, and should have a transparent background. Ideal format is PNG with greater width than height (width min. 100px, height min. 100px). |
| Logo icon | Custom icon on browser tab. The icon should be clearly visible on light and dark backgrounds and should have a transparent background. Ideal format is PNG with width to height ratio of 1:1 and size of 512x512px. |
| Login background | Custom background image on login page. Ideal format is JPG (width min. 800px, height min. 600px). |
| Contact centre text | A different name for "contact centre" (on login page) |
| Copyright text | Title in the copyright in the footer of the page. If it is not specified, the default text "Daktela s.r.o." is used. |
| Footer text | Text in the page footer on the left. If not specified, default Daktela text is used. |
| Social icons | Social media icons on right side of login page. Please fill in the URL without protocol. You can select an icon from this icon set fontawesome.com. |
Footer text example¶
You can use HTML in the Footer text. For example, the following footer shows your support line and a link to a speed test, aligned to the right:
<div style="text-align:right">
Support: +44 20 0000 0000
<a href="https://speedtest.daktela.com/index2.html" target="_blank">Test your connection</a>
</div>
Security settings¶
| Allow origin | Allowed domains for cross-domain-policy. It's possible to define multiple resources divided by a comma (e.g. https://www.seznam.cz , https://www.google.com ). |
| Password regexp | Enter a regular expression for your password. Leave blank for any format. |
| Password regexp description | Enter a verbal description of the password regular expression which is displayed in the GUI when a password that doesn’t match the regex is entered. |
| Allow OAuth passwords | Allow to use username, password as alternative login way for users who use OAuth authorization methods. |
Password regular expression example¶
The default password regular expression for passwords of at least 6 characters in length including at least one lower case letter, one upper case letter, one number and one special character:
Tip
For more info on regular expressions, see General information and tips.