User types
Users in Daktela cen be categorize into four user types, according to your internal needs. User types mainly influence consumption of licences and overall user behaviour in the app.
The combination of user type, user access, and user rights creates a specific configuration for each user.
Types of Daktela Users
An explanation of each user type and how they behave in the Daktela app.
Contact center
A standard Daktela user with no system restrictions. These users are allowed to access the Web GUI and Mobile App. Contact center users are allowed to use queues for any communication channels.
Contact center users do not consume a license on their own but must consume at least one communication channel (core) license, designated by an admin. This means it is not permitted to have this user without consuming any license.
This user is also defined by user access and user rights, and their configuration determines which licenses the user consumes.
Back-Office
A user who is allowed to use the Web GUI and Mobile App but is not permitted to use any queues. However, they can access tickets and write comments.
Back-office users consume a back-office license on their own but can never consume any core communication channel license.
Those users are also defined by user access and user rights, and their configuration determines which licenses the user consumes.
Even if queues are allowed in user rights, they are still disabled for these users and do not consume any core license.
If the "Call without a queue" function is enabled in user rights, these users are allowed to make calls (without a queue). In this case, the user consumes both a back-office and a cloudphone license.
Cloudphone
A user whose sole purpose is to make calls. These users are allowed only a limited (lite) version of the Web GUI and the standard Mobile App.
These users consume a Cloudphone license on their own.
These users do not have user access or user rights and are not allowed to use any queues.
They can still consume a Recording and CRM license if enabled in the user detail settings.
Cloudphone users are statically logged in and can never be logged off. They are not allowed to use pauses, except for the DND pause, which is synced with their device.
Passive
This type is designed for Administrators, Shift Supervisors, or API users. These users are free of charge and do not consume any license. They are allowed to access the standard Web GUI and Mobile App.
These users are also defined by user access and user rights.
They never consume any core communication channel license. Even if allowed in user rights, they cannot use queues, make calls without a queue, or write ticket comments.
Assigning Types to Users
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.
When saved, the user will imidiatly behave according to all settings.