Global settings

Set up settings that are valid globally for your entire contact centre.

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, and select 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.

Distribution Matrix

Distribution matrix

The distribution matrix is for advanced users. To gain access, please get in touch with us at daktela@daktela.com.

Set up the distribution rules for various activity types based on the user's existing open activities. Be careful, as these configurations have a global impact on your entire contact center.

The table outlines different activity types in the first column. Subsequent columns specify the permissible distribution of additional activities of the type indicated in the respective column heading to a user who already has one open activity of the type listed in the first column.

Examples:

First line of table: if the user has 1 call activity open, they can receive X more calls, X Web chats, X SMSes etc.
Second line of table: if the user has 1 web chat activity open, they can receive X calls, X more Web chats, X SMSes etc.

Example:

Activity types	Calls	Web chats	SMSes	Messenger	Instagram DM	Whatsapp	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):

CODE

<div style="text-align:right">
Technická podpora: +420 226 211 244 &nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;
<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>
&nbsp;&nbsp;&nbsp;&nbsp; 
<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:

CODE

^(?=.*[a-z])(?=.*[A-Z0-9.,;:$@%&{}+*#!?\(\)\[\]\~`"'|\\\/-]).{6,}$

For more info on regular expressions, see General information and tips.