Rights
Unlike user access, which determines which modules a user can enter, user rights define the content a group of users can see and use within those modules. You can assign user rights to multiple users to unify user behaviour in Daktela.
The combination of user type, user access, and user rights creates a specific configuration for each user.
User rights can be applied to Contact center, Back office nad Passive user types. That means that user rights can be shared across multiple user types. You can not assign user rights to user of Cloud phone type. The user type defines the functionalities that the user is allowed to use from the user rights.
The functionalities allowed in user rights can consume licenses. You can go to the Licensing module to manage your licenses and see which user is consuming which license.
How to Set Up User Rights
If you are an administrator with access to Users module and its sub-modules, you can navigate to Settings - Users - List of users - Rights. There is a list of user rights that you can edit or create new ones.
When creating a new user right, select a title and description to help identify its intent in the future. After creating user rights, it can be identified by a generated hash present in the URL (e.g., profiles_659ee43e05290021950545).
You should save the newly created user right and then come back to edit it to access the full configuration (which is not available during creation).
Functions in the Header
A description of each function available in the user rights header.
Function | Description | License |
|---|---|---|
Max activities | Set a number; if the user has that many open activities, they will no longer receive any new distributed activities. Distribution matrix can also affect activity distribution. | |
Max outgoing campaign records | Maximum allowed number of concurrently open outgoing campaign records. | |
Can delete missed activities | If enabled, the user can delete missed activities from the left sidebar on queues they have rights to. If deleted, it will be removed for all users operating on that queue. | |
Can call without a queue | If enabled, the user does not need to be logged into the Outgoing call queue. The calls made by the user will not be associated with a queue or the settings that go with it. | If a user of Contact center type has this enabled, they will consume a call license. If a user of the Back Office type has this enabled, they are able to make calls without a queue. The user will then consume both the Back Office and Cloudphone licenses. If a user of the Passive type has this enabled, it is disabled for the user anyway and it does not consume any license. |
Can call users & queues without rights | When disabled, the user will not be able to call users or queues that they do not have rights to. | |
Can see other's pauses | When disabled, the user will not be able to see the titles of pauses for other users. The user will only see "On pause." This applies to the call widget or the real-time widget on the dashboard. It does NOT apply to the Realtime panel if the user has access to it. | |
Can transfer call | Select the types of call transfers allowed for these users. Blind = user is able to transfer calls to users or queues without consultation. The customer will be put on-hold (music), until targeted user or queue will answer. Assisted = User is able to call a user, call groups or queue and wait for someone to answer. Both users will then consult. The customer is on hold (music) at that time. When the consultation is over, the agents can decide who will take over the call and connect with the customer. | |
Call monitoring modes | Select if and how users can interact with calls they monitor from the Realtime panel: | This function requires either a call license (for Contact Center users) or a Cloudphone license (for Back Office users). Enabling this does not mean that the user will consume any license. |
Daktela Copilot | Daktela Copilot is a powerful AI tool, that helps agents with written text and summarizations. | When any of the variant is enabled, the user will consume Copilot license. |
Ask for assistance | Allow users to request help from their supervisor during open activities. When they ask for assistance, the activity will be highlighted in the Realtime panel. The supervisor can then enter the call or chat and help the agent. | |
One time password | When a user's password is changed by the administrator, they will be required to change it the next time they log in. | |
Password reset | Turn on to allow users to reset their own passwords. They need to have a valid email address filled in in the Authentication email field in user detail. When the user is on login screen he will be able to request a password reset via their e-mail. |
Functions in Tabs
A description of each tab and its function.
Tab | Description | License |
|---|---|---|
Users | Defines the overall visibility of other users across multiple modules of Daktela, such as assigning a user to a ticket or viewing their activities in listings. | |
Accesses | If users with these rights are admins or team leaders, you can limit which accesses they can see and edit. | |
Rights | If users with these rights are admins or team leaders, you can limit which rights they can see and edit. | |
Queues | When enabling queues in the first column, users gain visibility of that queue, such as seeing their activities in Listings or the Realtime panel, but it does not grant them the right to use it. When you want to give them the right to use the queues, assign them one of the variant in the last column:
Enable Call pickup if you want users to be able to manually answer a waiting activity, even if it was not distributed to them. Enable See missed if you want users to see unanswered (missed) activities. They will be able to call/write to them or delete the missed activity (if allowed by the setting above). Enable Allow blacklisting to enable the Blacklist feature. The users will be able to ban the customer. How the ban will apply is defined by the admin in the Blacklist database settings. Define the Priority for these user rights versus each queue. When an activity is about to be distributed, it will first target the available users with the highest priority. | Queues are available ONLY to users of the Contact Center type. A user consumes a call license when at least one queue (for each type) is set to Manual (or higher) log-in. A Contact Center user must consume at least one communication channel license, or they will not be allowed to switch to that user type. When enabled for Back Office or Passive users, the queues are disabled for those users, and no license is consumed. |
Category | Give the users the rights to tickets of different categories. When Access is disabled, the users can only create the ticket, but will lose control and sight of it, once created. When Distribution is set to a number, the user will be automatically assigned tickets up to that number. This means that tickets in the "Open" state with no user assigned will have their user changed to that user. If you set distribution across multiple categories, the user will receive X number of tickets from each category. | |
CRM database | Define which contacts and accounts the user can view or take actions on (actions are defined by user accesses) | |
CRM record types | Define which CRM records the user can view or take actions on (actions are defined by user accesses) | |
Macros | Allow users to use ticket macros. Enable "Show" to make it visible for them in the ticket detail. The visibility of a macro is the intersection of rights between user rights and category relation settings. This means that the macro must be enabled in both user rights and the specific category for it to appear. | |
Wallboards | Enable users to access various wallboards. They will also be able to edit the wallboards, if given user access to that module. | |
Groups | Allow users to work with Groups, so they can use them in filters or widget/statistics settings. They will also be able to edit the groups, if given user access to that module. | |
Pauses | Allow users to use pauses in the navigation bar. Give them access for them to see the pauses. | |
Knowledge base folders | Define what KB folders the users can view / create / update or delete. User must have those actions also enabled in user accesses. |
Assigning Users to Rights
If you have your rights set up, you can go to Settings - Users - List of Users. There, you can edit any user and change their user type, user access, and user rights.
You can not change a user type, user access or user right, if the user is logged in and ready.
You can not assign user access or user rights to a user of Cloudphone type. See User types article for more information.
When saved, the user will imidiatly behave according to all settings.
Defining List Columns for Various Grids
In the list with user rights, you can access the List columns settings for each user right.
Where to find List Columns settings
There, you can define which columns will be displayed for users and in what order. You can set this up for different grids/lists across various modules.
Set up the columns for different modules
On the right side, you will see all available columns, and you can drag and drop them into the builder.
Drag them into the builder and choose the order in which they will appear
You can also configure any column. For example, you can change its title (only for the grid view) or apply a text color.
Title was changed to PRIO, but the original title is Priority