What's New in Contact Centre 2026.2¶

Daktela 2026.2 (Release v34) adds a new routing layer for tickets, replaces the old Rights and Accesses split with Profiles, and rebuilds the call and chat activity screens.

This page is written for administrators and team leaders. It covers what changes on its own when your instance is upgraded, what stays exactly as it is today, and which new features you can turn on when you are ready. Each item links to the page that explains it in full.

What changes automatically when you upgrade¶

These six changes happen during the upgrade. No administrator action is needed.

Rights and Accesses become Profiles. Each user's Rights object becomes their primary profile, and their Accesses object becomes a secondary profile on top of it. Effective access after the upgrade matches what it was before, and both menus are replaced by Settings → Users → Profiles. What moves where, setting by setting, is in Upgrading from 2026.1.
An agent's priority on a queue is now their Rank. The number that decides which agents are offered work first is renamed to Rank on the profile's queue grid, so it is not confused with the priority carried by the work itself. It now runs 0–10 with 10 as the highest, and existing values are converted during the upgrade. On the queue's own Agents dialog the same value is still labelled Priority, but it follows the same flipped direction. The order agents are offered work in does not change. See Distribution strategies.
Dashboard layout and keyboard shortcuts move. They now come from the first profile that carries them — for an upgraded user, that is the secondary profile their old Accesses object became. See Keyboard shortcuts.
Call and chat activities are laid out again. Every agent who takes calls or chats meets the new layout at first login. The capabilities are the same, and two widgets are retired — Calendar and Ticket – Read only — because other parts of the activity already do their job. See Activity widgets.
The Distribution matrix looks different. It now shows one card per incoming channel instead of a grid, and reads in whole agents: "Max 3 at once" means three. How much work reaches an agent does not change. See Global settings.
Queue priority becomes a free number. On every queue type, the queue's Priority field is now a freely chosen number (default 200) instead of the old 0–10 levels, and it shares its scale with Priority Flow scores. It applies to work arriving at the queue directly; work arriving from a flow keeps the score it earned there. See Queue basics.

Nothing changes unless you turn it on¶

If you change nothing else, nothing else changes.

Agents carry on picking tickets out of ticket views and sorting by SLA deadline. Tickets are only pushed to people once you create a ticket queue or a ticket distribution rule — not before.
Email queues are unchanged. Mailbox and email routing configuration stay exactly as they are today. The new rules layer sits on top: email routing applies first, rules decide afterwards, and a ticket that matches no rule is handled by hand, exactly as now.

New and reworked features¶

Priority Flows¶

Priority Flows score waiting work on one scale, so items from different channels can be compared against each other and offered in the order you decide. A flow gives every activity a starting score, raises it while it waits, and sends it on to its destination. Flows can be exported from one environment and imported into another.

See Priority Flows and Set up Priority Flows.

Ticket queues and distribution rules¶

The Ticket queue is a new queue type: tickets wait in it and are offered to agents, instead of being picked by hand from a view. Ticket distribution rules decide which tickets enter a ticket queue or a flow, and under what conditions.

See Ticket queue and Ticket distribution rules.

Profiles¶

One Profile object replaces the old Rights and Accesses pair. A user has one primary profile and can be given one or more secondary profiles on top of it. Where the two overlap, the more permissive setting applies — the higher Rank, the wider action set, the sign-in mode that keeps the agent available in more queues. Two settings cannot be merged and always follow the primary profile: single outgoing login, and the Distribution matrix.

A profile can also be scoped to which users it may manage and which other profiles it may edit, so a team leader can be given people management without full administrator access.

A profile's Channel rotation tab adds a soft bias against handing the same agent the same channel over and over: after a set number of consecutive activities of one channel, the agent's rank on that channel is lowered for the next distribution. It never blocks work and always yields to activities at risk of breaching their SLA. See Channel rotation.

See Profiles and Users.

Distribution matrix¶

The Distribution matrix is opened from Settings → Global settings, on the Licenses tab, with Open distribution matrix. It sets how many items of each channel an agent can hold at once. Each profile either inherits the global default or overrides it with a matrix of its own.

See Global settings.

Redesigned call and chat activities¶

Call and chat activities use a new layout: the channel panel stays fixed, and everything that used to be a separate widget is now a tab beside it. Contact and account details share one Contact & Account tab, chat messages can be followed in a Chat Notifications floating panel while the agent works elsewhere, and widget settings are edited in the activity itself. The same widgets are available on every chat channel.

See Activity widgets.

Smaller improvements¶

Distribution and queues

A waiting ticket is never lost: set a maximum waiting time and what happens after it — overflow to another ticket queue, enter a flow with an optional escalation increase, update the ticket and release it to manual handling, or end the distribution activity while the ticket stays where it is.
Field updates on timeout are precise: each field chooses set, replace (for multi-value fields) or clear, and mandatory fields cannot be cleared.
Overflow is configured on the queue, not repeated in every flow that points at it.
A flow cannot be saved half-configured — every kind of work routed into it must have a destination.
Flows can be exported and imported between environments.

Tickets

Accepting a ticket is silent: it sets Open and assigns the ticket in one update, with no notifications and no event automations, and the agent's own view updates without a refresh.
Distribution eligibility is wider: an already-open or already-owned ticket can still be picked up by a rule. A ticket leaves scope only if it is already sitting in a ticket queue.
The rule builder is tidier: the condition field list is grouped (what just happened, the ticket's own fields, custom fields), no dropdown opens blank, and time units default to minutes.
Time can be measured from any field value, so you can escalate on elapsed time since any system or custom date field, not only a fixed status list.
A transition condition matches a real move between stage or status, not an update where the value stayed the same.

Administration and security

A profile can be scoped to the users it may manage (by team or individually) and the other profiles it may edit, so team leaders do not need full administrator rights.
Where a primary and a secondary profile overlap, the more favourable setting wins. Single outgoing login and the Distribution matrix follow the primary profile.
Report a bug and Request a feature sit with Resources and cannot be granted without it.

Every decision on the record¶

Each distributed activity keeps a process log of the flow it entered, its starting score, every matched rule and what it added, SLA ageing steps and manual overrides. Realtime shows the live score, the SLA stage and interruptions of waiting work, and lets a team leader override an activity's score by hand. See Every Decision Is on the Record.

Priority Flows reporting adds handled activity, average wait, SLA on target, interruptions and the average score at assignment, per channel.

Coming in minor updates¶

These are announced for minor updates to 2026.2 and are not part of the main release:

Campaign records in flows — call scripts paired with a flow, with records scored and ranked alongside everything else.
Planned profile lending — a secondary profile with its own start and end date, reverting on its own.
Clean exit when a profile is removed — the user loses only the queues that profile alone granted.
Flow simulation — replaying a real past interaction through a flow to see how it would score.
Email focus protection — limiting how often an agent is interrupted while composing an email.