Global settings
Set up settings that are valid globally for your entire contact centre.
Distribution matrix
The distribution matrix is for advanced users. To gain access, please get in touch with us at daktela@daktela.com.
By using the distribution matrix, you can determine the number of additional activities that will be distributed to an agent while they are engaged in an ongoing activity.
If the number of activities is less than or equal to a value in the distribution matrix, the agent can receive another activity of the same or different type.
Example:
Activity | Calls | Web chats | SMSes | Messenger | Instagram DM | Viber | Custom | |
|---|---|---|---|---|---|---|---|---|
Calls | 0 | 0 | 0 | 0 | 0 | 0 | 0 | 0 |
Web chats | 0 | 0 | 0 | 1 | 1 | 0 | 0 | 0 |
If the call activity row has zeros in all the activity columns, it means that no other activities will be distributed to the agent if they have an ongoing call activity.
In the Web chats row, the Messenger and Instagram DM columns are set to one. This means that if an agent has an ongoing web chat activity, Messenger and Instagram activities will be distributed to that agent.
Footer text example
You can use HTML in the Footer text. Below is an example of a footer text (this example is used in Daktela 6.19.1):
<div style="text-align:right">
Technická podpora: +420 226 211 244
<a href="https://doc.daktela.com/download/attachments/61800565/DaktelaSWphoneRP-3.20.0.exe version=2&modificationDate=1599470870000&api=v2&download=true">
<img src="https://www.microsip.org/images/logo.png" width="30" height="30">
</a>
<b>
<a href="https://speedtest.daktela.com/index2.html" target="_blank">
<img src="https://static.thenounproject.com/png/1212695-200.png" width="30" height="30">
</a>
</b>
</div>The resultant footer looks like this:
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:
^(?=.*[a-z])(?=.*[A-Z0-9.,;:$@%&{}+*#!?\(\)\[\]\~`"'|\\\/-]).{6,}$
For more info on regular expressions, see General information and tips.