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Keith Winhall
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Call Flow
Published May 22nd, 2025 by Keith Winhall
Clicking the Call Flow icon shows the currently configured call flows in a tree view format. Clicking buttons Collapse or Expand, collapses or expands the tree view. Expand/collapse individual flows by clicking the small arrow in front of the item or right-click to expand that node completely. Clicking on a module opens the selected module edit win
Outbound Campaign Analysis
Published March 31st, 2025 by Keith Winhall
Report Example Introduction The Outbound Campaign Analysis report is a valuable tool for contact centre supervisors, providing insights into the performance and success of outbound calling campaigns. It includes data on the number of call attempts, successful connections, and the outcomes measured through qualifications. Supervisors can use this
June 2025 Release Notes
Published May 28th, 2025 by Keith Winhall
New Features Website Integration for Knowledge Base – Phase II Administrators can now import content from designated websites and URLs to automatically generate knowledge base articles for organisational use. This enhancement enables the AI agent to leverage consolidated information from these sources to provide faster, simpler, and more cost-effe
Router Performance Analysis
Published March 7th, 2025 by Keith Winhall
Report Example Overview The Router Performance Analysis Report provides insights into agent performance at the router level, segmented by time intervals. Supervisors can use this report to evaluate call handling efficiency, agent response times, and service levels. Purpose This report helps supervisors: Monitor the performance of agents handling
Wallboards
Published May 22nd, 2025 by Keith Winhall
The Wallboard is a web-based wallboard and can be started from an up to date browser (Edge/Chrome/Firefox). Create a new wallboard Before you create a new Wallboard make sure a User is defined for Wallboard usage. Click in the left pane Explorer on Resources / Wallboard /Wallboards; The existing Wallboards are displayed. To create a new Wallboard, c
Assisting an Agent
Published February 28th, 2025 by Keith Winhall
The Assist function allows Supervisors to support Agents during live customer calls. This feature can be used only for routed calls The Supervisor must be logged in either via a web client or phone for the audio to establish. How to Use the Assist Function Access the Monitoring Interface Navigate to the Monitoring menu. In the Agent Performance
Work Item Types
Published May 30th, 2025 by Keith Winhall
A work item is a generic container for tasks and requests. Different types of work items can be configured, such as tickets, tasks, callback requests, etc. A work item acts as a new medium alongside phone calls, emails, and web chats. It can be created manually by a user in the Portal or Client, or automatically from an email or external source. Cre
Group Analysis
Published March 31st, 2025 by Keith Winhall
Report Example The Group Analysis Report is a powerful tool that enables contact centre supervisors to monitor the performance of specific user groups in terms of call handling. By providing key insights into the volume, handling times, and outcomes of calls, this report helps supervisors assess team efficiency and identify areas for improvement
Voicecall Analysis
Published March 7th, 2025 by Keith Winhall
Report Example Introduction The Voice Call Analysis Report provides supervisors with a detailed breakdown of call statistics per time segment. This report helps analyze call volume throughout the day and assists in resource planning by identifying peak and low-traffic periods. Access Requirements The Voice Call Analysis Report is only available
Webchat Handling
Published February 24th, 2025 by Keith Winhall
Once webchat is integrated into the Cirrus Connect platform, skilled agents can view incoming webchat messages in the queue panel, preview them, and respond with rich text. Queued Webchat As with all routed interactions, webchats will appear in the queue panel on the left side of the screen as shown above. Click on the 3 dots to show some options: R
Create Email Rules
Published May 29th, 2025 by Keith Winhall
The Email Rules Module allows UCS to define how incoming emails are handled, ensuring proper routing, filtering, and response management. ✔ Each Email Account must have at least one Email Rule to determine routing.✔ Rules are checked in ascending order—a Condition = None rule must be last to avoid catching unintended emails. 1. Access Email Rules Na
Voicemail Analysis
Published March 31st, 2025 by Keith Winhall
Report Example Introduction The Voicemail Analysis report is an essential tool for contact centre supervisors, particularly those with 'System Access' authorisation. This report provides insights into voicemail usage for selected mailboxes, including the number of voice messages received, the number of messages listened to, and the time taken be
Keyboard Shortcuts
Published February 19th, 2025 by Keith Winhall
The Cirrus platform has been designed with both agents and users in mind, ensuring a seamless and efficient experience. One of the key ways Cirrus enhances usability is through intuitive keyboard shortcuts, allowing agents to quickly navigate tasks without disrupting their workflow. Whether handling calls, managing emails, or switching statuses, the
Agents
Published May 15th, 2025 by Keith Winhall
Agents are a special kind of User; in this role, they can receive and handle routed interactions. In order to handle routed calls, the User must be assigned the Agent role, and the Agent must be assigned to an Agent Group. Creating an Agent Navigate to Resources in the left menu, then select the Agents tab. Click the Add button at the top. A new win
Agent Email Performance
Published March 31st, 2025 by Keith Winhall
Report Example Introduction The Agent Email Performance Report provides supervisors with a comprehensive overview of how efficiently agents manage email interactions. This report is vital for evaluating the effectiveness of agents' email handling practices and ensuring that responses meet service level agreements. Purpose of the Report This repo
Navigation and Profile Management
Published April 7th, 2025 by Keith Winhall
Once logged in, users can navigate around the portal via the left-hand side menu. Selecting a menu item will refresh the page and display the relevant information in the main portion of the screen. At the bottom of the navigation menu, users can select their username and do one of the following: View and amend their Profile. Sign Out. Selecting Pro
Interview Results
Published March 31st, 2025 by Keith Winhall
Report Example Introduction The Interview Results Report provides detailed insights into the scores entered by callers during an interview. This report is designed to display scores per question from the selected Interview module, allowing supervisors to identify instances of low satisfaction and investigate potential causes. It also highlights
Router Call Qualification
Published March 7th, 2025 by Keith Winhall
Report Example Overview The Router Call Qualification report provides insight into how agents categorise routed calls by tracking the frequency of call qualification entries. This report helps supervisors understand the types of customer interactions handled by different routers, identify common call themes, and assess whether call routing align
Notes & Contact History
Published February 18th, 2025 by Keith Winhall
Adding notes Sometimes, it can be useful to add a short note to a routed interaction. During the interaction, click to expand the Notes arrow in the Interaction zone. Notes and contact history are only available when dealing with a routed (queued) interaction. The Note remains available also during the after-call-work time for you while you enter
Profiles
Published January 7th, 2025 by Keith Winhall
Profiles relate to system permissions and enabled activities assigned to a group of agents (managers).When looking for a specific user, the USER ID is required.The profile ID is required when selecting a specific profile (See Enum section). GET: Get Managers by Profile ID This API returns a list of all the agents that share the specified Profile Id.
Security and Authentication
Published January 6th, 2025 by Keith Winhall
Overview The Cirrus REST API is served over HTTPS, and unencrypted HTTP is not supported to ensure data privacy.In addition, all requests are required to pass Bearer Token (BearerAuth) for authentication, where the token is predetermined and provided by Cirrus. All requests are logged and validated. All parameters must be URL-encoded. Security Schem
Agent Dashboard
Published January 15th, 2025 by Keith Winhall
The Cirrus Digital platform contributes to work efficiency, allows transparency in KPIs, and helps you achieve them. To this end, the system displays the daily performance of the agents. Daily Accomplishment Indicators The dashboard shows: Daily Statistics Average satisfaction survey scores Average time to resolve a conversation Total number of conv
SMS
Published January 7th, 2025 by Keith Winhall
Sending customers SMS messages (Texting) requires an initial opt-in step, which is not offered by Cirrus and is the sole responsibility of the sending entity (Business). POST: Send Initial SMS This API sends the initial conversation text message to the user https://api.commbox.io/sms/sendinitialtext/{ENCRYPTED_STREAM_ID}/{PHONE_NUMBER} path Paramet
Let Listen In
Published February 25th, 2025 by Keith Winhall
Let Listen In: Enhancing Training and Collaboration The ‘Let Listen In’ feature is a valuable tool for agents who want to enhance training, knowledge sharing, and quality assurance within their team. By allowing a colleague to listen in on live calls, agents can provide real-time examples of customer interactions, demonstrate best practices, and rec
User Status and Availability
Published May 13th, 2025 by Keith Winhall
The status of a user or agent plays a crucial role in determining their availability within the UCS system. Agents must be set to Available in order to be included in routed call distribution. The Router call flow element manages the allocation of routed calls and can automatically update an agent’s status. For example, if an agent fails to answer a
Bill Explorer
Published April 8th, 2025 by Keith Winhall
From within the Bill Explorer, users can see a summary of each historic invoice, as well as a summary of the unbilled month. From within this screen users are also able to download historic Invoices and Reports. CSV / Excel download files are also available where the customer is set to receive report information in this format. This includes any C
Client Settings
Published May 30th, 2025 by Keith Winhall
Here, you can define settings for both the Supervisor and Web Client. Supervisor Settings The following settings apply to Supervisors and are in addition to the defined Supervisor accounts. Setting Value Hide agent columns By default, all agent columns are visible in the monitoring tab. You can hide one or more columns by defining them here (comma-s
Thresholds Tab
Published May 29th, 2025 by Keith Winhall
The Router Thresholds section allows you to define trigger points for alerts that indicate attention levels (orange) or action levels (red). These alerts appear on the Wallboard or in the Supervisor interface. Threshold Indicators & Conditions Service Level Threshold (%) – Values below this percentage will be marked orange/red. Queue Length Thre
Agent Desktop Layout
Published February 10th, 2025 by Keith Winhall
When logged in as an agent the 4 zones as shown below will be displayed. Zone 1 - Queue Here you can find the routed interactions from the assigned Routers that are waiting for an Agent. If you are a member of multiple routers, use the drop-down arrow to select the required routers. The queue section of the screen can be hidden by clicking the side
Router Traffic Matrix
Published March 7th, 2025 by Keith Winhall
Report Example Overview The Router Traffic Matrix report provides a detailed view of the number of incoming interactions for a selected router within a specific reporting period. This report helps supervisors monitor call volumes and identify peak hours, enabling better resource allocation and staffing decisions to enhance contact center efficie
Qualifiers, Web resources & Text blocks Tabs
Published May 29th, 2025 by Keith Winhall
Qualifiers The Qualifiers section allows you to configure non-global Qualifiers that agents working under this Router can use. Usage & Functionality Qualifiers help categorise calls based on specific criteria. They are unique to this Router rather than being applied globally. Agents assigned to this Router can use these custom Qualifiers for rep
Text-to-Speech Options
Published April 10th, 2025 by Keith Winhall
In today's digital landscape, providing a seamless and engaging user experience is paramount. This article introduces a curated list of text-to-speech samples, allowing administrators to listen and select the most suitable voice for their needs. By leveraging these advanced text-to-speech options, administrators can ensure that their platform not on
March 2025 Release Notes
Published February 27th, 2025 by Keith Winhall
New Features CAI+ Performance Testing The Cirrus CAI+ Autonomous Agent is built to provide precise and relevant responses to customer inquiries. With the newly introduced performance testing mechanism, admins can assess CAI+ accuracy using measurable success metrics, ensuring responses align with Knowledge Base content. This empowers organizations t
Email Service Analysis
Published March 31st, 2025 by Keith Winhall
Report Example Introduction The Email Services Analysis report is a valuable tool for contact centre supervisors, providing a comprehensive overview of email handling performance for selected email accounts. This report enables supervisors to monitor the number of incoming email messages and the progress of answering them. By leveraging this dat
Streams
Published January 7th, 2025 by Keith Winhall
Streams are communication channels used in Cirrusx, such as Chat, WhatsApp, SMS/Text, etc. In the Streams category of APIs, the channel is the focal point of the request, and the objects and users are the filtering aspects. See the Enums Section for available channels and their Cirrus code. GET: Get Stream Availability This API checks the availabili
End Calls
Published May 29th, 2025 by Keith Winhall
End Calls Module Overview The End Calls Module allows the UCS System to disconnect a call automatically, without requiring an agent’s involvement. Calls can be terminated with or without a message to the caller. Common Use Cases Informing callers when a department is closed. Disconnecting calls after playing a closure announcement. Providing specifi
Customer Satisfaction Survey
Published January 16th, 2025 by Keith Winhall
By utilizing this module, companies can automatically send an optional survey to be filled out by the customers. Use the Customer Satisfaction Surveys to gain valuable feedback about your customers’ experiences. You can send customized surveys from all your support channels, in all your supported languages. First, you need to activate the module: 1.
Tracking
Published March 4th, 2025 by Keith Winhall
Overview If a conflict arises between a customer and one of your Agents, you may need to trace their interactions. This feature allows you to search for calls, emails, and chat interactions and examine the details. Calls are organized into several sub-tabs, and if a call is recorded, you can listen to the recording. Interaction Types Phone Tab: All
Router Analysis
Published March 7th, 2025 by Keith Winhall
Report Example Introduction The Router Analysis Report provides supervisors with detailed insights into call handling at the Router level. By using different aggregation levels, such as per weekday or per month, this report offers a comprehensive view of call workload distribution, answered calls, abandoned calls, and error-related interactions.
Supervisor Overview
Published February 26th, 2025 by Keith Winhall
The UCS Supervisor application is a dedicated application for the supervisors/managers to support them in their day-to-day operations regarding communication and the reachability of their departments and teams. Typical Supervisor responsibilities are: Monitoring the department / Contact Centre; Managing their employees (in UCS called Users/Guests a
WhatsApp Campaigns
Published January 15th, 2025 by Keith Winhall
Cirrus enables you to reach out to a broad audience using WhatsApp campaigns. What Is a Campaign? A campaign allows you to send WhatsApp messages to thousands of end customers (subject to WhatsApp limitations). Customer Distribution in a Campaign In a campaign, you can communicate with a wide distribution— not just a single conversation, but a conve
DDI Calls versus Routed Calls
Published May 13th, 2025 by Keith Winhall
The UCS system supports both routed calls and Direct Dial-In (DDI) calls, although these operate quite differently: Routed Calls Routed calls are managed through the contact centre functionality, with agents responsible for handling them. During peak times, calls may be placed in a queue until an agent becomes available. An agent’s availability is d
Virtual Assistants
Published May 29th, 2025 by Keith Winhall
Virtual Assistant Module Overview The Virtual Assistant Module enables intelligent conversation handling at the start of a call flow, responding to speech input dynamically across various media, including phone calls, webchat, and text interactions. Functionality & Examples A Virtual Assistant can be used as an open-question menu, allowing calle
Agent Groups
Published March 3rd, 2025 by Keith Winhall
The system organises Agents into Agent groups. Routed interactions are directed to these groups using the Router's ACD mechanism. Managing Agent groups involves creating and deleting groups, assigning Agents to them, and modifying the membership properties of the Agents. In addition to Agent Groups, there are also User Groups, Manager Groups, and Ex
Router Skills Level Analysis
Published March 7th, 2025 by Keith Winhall
Report Example Overview The Router Skills Level Analysis Report provides insights into how skill requests are handled within selected Routers. It highlights the skill levels of Agents who answered calls during the reporting period, allowing supervisors to assess workforce distribution and efficiency. Purpose This report helps supervisors: Unders
Journal Log
Published March 31st, 2025 by Keith Winhall
Report Example No sample report provided due to sensitive data on report. Introduction The Journal Log report is an important tool for contact centre supervisors with 'System Access' authorisation. This report provides a detailed log of changes made within the UCS system during the selected report period. It tracks actions performed through the
Audit Trail Logs
Published January 15th, 2025 by Keith Winhall
Audit Trail Logs provide a detailed chronological record of the activities within the organization, which plays a critical role in security and compliance events. The audit log enables admins to review the actions performed by organization members and identify suspicious activities and potential violations. The logs are updated in real time to refle
WebChat channels
Published May 29th, 2025 by Keith Winhall
WebChat Module Overview The WebChat Module allows UCS to define and manage WebChat channels that route conversations to a specific Router. ✔ To access a WebChat page, redirect your browser to: https://<portalname>.cirrusconnects.ai/webchat/<WebChat channelname> ✔ Specific settings are configured in the UCS Management Console. Creating a
Application Prompts
Published March 31st, 2025 by Keith Winhall
Report Example Introduction The Application Prompts report is a key tool for contact centre supervisors who have 'System Access' authorisation. It provides an overview of the content of application prompts in various languages, allowing supervisors to manage and update prompt information as needed. This report is especially useful for multilingu
Text Blocks
Published March 3rd, 2025 by Keith Winhall
Text Blocks are designed to standardize and accelerate the handling of messages across various communication channels (Email, WebChat, WhatsApp, Facebook Messenger). These Text Blocks are available in the web client and can be added to replies either by clicking on the relevant text or using a short code of up to 5 characters. Text Blocks can be set
Messagebox Resource
Published March 31st, 2025 by Keith Winhall
Report Example Introduction The Messagebox Resource report is an important tool for contact centre supervisors, especially those with 'System Access' authorisation. This report provides real-time insights into the status of selected message boxes, including the number of read and unread messages and the disk space usage on the UCS server. Superv
Chat Analysis
Published March 31st, 2025 by Keith Winhall
Report Example Introduction The Chat Analysis report offers insights into the performance of web chat conversations managed by the selected Router(s). It measures how web chats are assigned to Agents and evaluates performance metrics based on Router configurations. This report helps supervisors understand chat efficiency, agent availability, and
Core
Published January 6th, 2025 by Keith Winhall
GET: System Status Returns the current state of the system. GET /core/systemstatus Response Schema: application/json status string description string response_time string data string Example: { "status": 200, "description": "System is operational", "response_time": "2014-08-06T07:51:52.2581942Z", "data": null }
Compose a New Message
Published January 15th, 2025 by Keith Winhall
The system allows proactive communication with customers through conversations. Let’s learn how to compose a message to start a conversation with your customers. Composing a Message Within Cirrus Digital’s Agent Workspace, hover the mouse cursor over the taskbar column on the left-hand side of the screen. Click on the pencil icon. On the top row, yo
Menus
Published May 29th, 2025 by Keith Winhall
The Menus module enables callers to make selections based on their required department, service, language, or other preferences. Each menu contains multiple menu items that can be chosen by pressing a key, which generates a DTMF tone. There are three types of menus: 1. Regular Menu The Regular Menu offers more flexibility than the Option Menu, allow
Data Structures
Published January 6th, 2025 by Keith Winhall
This section outlines the data structures recognized and transmitted by the API. Objects represent conversations between bots or agents and customers. Each segment within a conversation is referred to as a Child. Every conversation is associated with a designated Stream — a communication channel such as chat, email, SMS, etc. — where the interaction
Department Performance Analysis
Published March 31st, 2025 by Keith Winhall
Report Example Introduction The Department Performance Analysis Report provides insights into the performance of agents within selected departments. This report is crucial for understanding the volume and handling of calls within a department, including internal, external, and routed calls. Purpose of the Report This report helps supervisors ass
Public Holidays
Published May 29th, 2025 by Keith Winhall
Public holidays can be imported under Clock > Closed Exceptions. In this tab, you can define public holidays and customer-specific holidays that recur annually. Different holiday schedules can be configured for each country. In order for UK public holidays to be automatically updated within UCS, ensure your public holidays are configured as per t
Reporting Overview
Published March 4th, 2025 by Keith Winhall
Overview The Reporting feature provides contact centre supervisors with powerful tools to generate historical reports on system performance, agent activity, customer interactions, and service levels. By utilising reporting, supervisors can make data-driven decisions to optimise operations, improve efficiency, and ensure compliance with service level
Enums
Published January 6th, 2025 by Keith Winhall
ObjectType Text = 0Link = 1Photo = 2Video = 3Conversation = 4Mail = 5Audio = 6Location = 7voice = 8Review = 9Form = 10System Message = 11Option = 12InputData = 13Contacts = 14Album = 15TemplateMessage = 16CampaignMessage = 17SurveyMessage = 18 ObjectStatusType Open = 1Resolved = 2Forward = 3Irrelevant = 4Deleted = 5Forward Reply = 6Draft = 7In P
Resources Tab Overview
Published February 28th, 2025 by Keith Winhall
Managing Resources in the Supervisor Application In the Resources menu of the Supervisor application, you can manage various system elements, including Users, Agents, Groups, Routers, Messages, Email (rules), External Contacts, Skills, Content, Textblocks, and System settings. Here, you can add, delete, and modify their properties. Key Resource Defi
Call Handling
Published February 11th, 2025 by Keith Winhall
Receiving an inbound call Direct A direct call is when another user on the Cirrus platform calls an agent. This also applies to agents/users with a dedicated telephone number for external parties to contact the agent/user. When a direct call is received, the call is displayed directly in the centre section of the screen as seen below. Note that the
Objects
Published January 6th, 2025 by Keith Winhall
Objects are conversations between the bot or the agent and the customers, where each segment of the conversation is referred to as a Child. Every conversation must have a designated Stream – a communication channel such as Chat, Email, Text/SMS, etc., that hosts the conversation.The Object APIs category concentrates on a specific conversation, where
Monitoring
Published February 28th, 2025 by Keith Winhall
On the first menu item, Monitoring, you will find real-time information about the queues (Router information). The data is divided into three sections: The top section displays queued interactions, known as the Router monitor. The middle section provides Agent details, referred to as Agent monitor. The bottom section presents Queue statistics, also
Agent Interview Results
Published March 31st, 2025 by Keith Winhall
Report Example Introduction The Agent Interview Results Report provides supervisors with insights into how agents perform based on caller feedback collected during interviews. This report is crucial for evaluating customer satisfaction and identifying areas where agents may need support or training. Purpose of the Report This report helps superv
Call Qualification Summary
Published March 31st, 2025 by Keith Winhall
Report Example Introduction The Call Qualification Summary Report provides supervisors with a summary of the frequency of specific call qualifications entered by agents during the reporting period. This report is particularly useful for understanding how often specific call types or categories are selected, allowing supervisors to identify trend
Forms
Published January 7th, 2025 by Keith Winhall
POST: Get New Form Link Form ID – Form number (as seen in the forms list screen).Data – A Json string consists of the following fields: streamProviderId – Customer phone number or email (which will be receiving the form) streamProviderType – Identifies which type of value (phone or email) the streamProviderId contains, 4 is email, 5 is phone number.
Alerts | Number Lists
Published April 8th, 2025 by Keith Winhall
Number Lists can be created for use with Advanced Alerts. Number Lists are lists of saved Called Numbers that can be used with Advanced Alerts. The Number Lists page is divided into two sections, Lists [Section 1] and Numbers in List [Section 2]. Note: Only users with a Restriction Type of Unrestricted and Enable Customer Alerts selected, within t
Router Group Performance
Published March 7th, 2025 by Keith Winhall
Report Example Overview The Router Group Performance report provides insights into the performance of agent groups handling calls within selected routers. It helps supervisors assess call handling efficiency, identify areas for improvement, and make informed staffing decisions. Report Structure Header Report Name: Identifies the report as assign
Adding a New Agent
Published January 16th, 2025 by Keith Winhall
How to Add a New Agent / User? 1. Navigate to Settings > Agents and click on + Add New Agent at the top corner of the screen. 2. Fill in the information in the dialog box (mandatory fields are marked with an *). Click Add New when done. Note: a. Once the new agent is in the system, these settings can be changed.b. Unless otherwise specified,
Users
Published January 7th, 2025 by Keith Winhall
Users are people recorded in Cirrus and they include both the business side and the customers.Managers are APIs that deal with the business personas such as Admins, Agents, Team leaders, etc., and they include Profiles, Presence, Assignments, Notifications, and Teams sub-categories. GET: Get User In order to get data, must use either UserId or both
Router Abandonded Call Analysis
Published March 7th, 2025 by Keith Winhall
Report Example Introduction The Router Abandoned Call Analysis Report provides supervisors with an overview of all calls abandoned during the Router period. This report helps identify patterns in caller disconnections and improve call handling strategies to reduce abandonment rates. Access Requirements The Router Abandoned Call Analysis Report i
Agent Summary
Published March 31st, 2025 by Keith Winhall
Report Example Introduction The Agent Summary Report provides supervisors with a concise overview of agent performance related to call handling, emails, chats, and status duration. This report is useful for gaining a quick summary of agent activities and evaluating service levels in a single view. Purpose of the Report This report assists superv
Conversation Assignment
Published January 15th, 2025 by Keith Winhall
What Is a Conversation Assignment? Assigning conversation means that all conversations belong to the currently connected agent. Unassigned conversations are all active conversations that are currently not assigned to any agent. What Is an Automatic Assignment? An automatic assignment is an automatic prioritization mechanism for conversations and the
System
Published March 3rd, 2025 by Keith Winhall
Activating or Deactivating IVR Channels In the last underlying menu item, System, you can activate or deactivate the IVR Channels of the UCS system. To do so: Select the appropriate channel. Click on Switch mode. Once you confirm the warning, Emergency Mode will be activated. In this mode, the Client Users will receive a warning within the applicati
Outbound Services
Published May 29th, 2025 by Keith Winhall
Outbound Services Module Overview The Outbound Services Module enables the UCS System to generate automated outbound calls or announcements, extending its capabilities beyond an inbound call centre. Types of Outbound Services System-Created Outbound Services (no license required) User-Created Outbound Services (license required) System-Created Outbo
Email Monitoring
Published March 4th, 2025 by Keith Winhall
Overview The Email Monitoring feature in the Supervisor application allows contact centre supervisors to oversee and manage email interactions efficiently. This feature provides a structured approach to monitoring incoming and outgoing emails, tracking response times, and ensuring that email handling aligns with service level agreements (SLAs). By l
Agent Performance
Published March 31st, 2025 by Keith Winhall
Report Example Introduction The Agent Performance Report is a valuable tool designed to help contact centre supervisors monitor and evaluate the performance of individual agents. This report provides insights into the workload, productivity, and efficiency of agents across various types of media, allowing supervisors to identify areas for improv
Installing WebClient as a PWA
Published May 28th, 2025 by Keith Winhall
The WebClient can optionally also be installed as a Progressive Web Application (PWA) on your computer. A shortcut can be created on the computer's start menu. In addition, the application can serve as the default phone app, as a clickable phone number is available on a website or in another program. The installation option is available once you ha
Dashboard
Published March 4th, 2025 by Keith Winhall
Overview The Supervisor application's dashboard feature provides real-time insights into contact centre performance. It displays various graphs that help supervisors monitor key metrics such as queue lengths, agent activity, call durations, and service levels. By using the Dashboard, supervisors can efficiently track call flow, identify bottlenecks,
User Outgoing Call Analysis
Published March 31st, 2025 by Keith Winhall
Report Example Introduction The User Outgoing Calls Analysis Report provides detailed information on outgoing calls made by users during the specified reporting period. This includes both direct outgoing calls and indirect outgoing calls, such as forwarded calls when a user has set a meeting status. Purpose of the Report This report helps superv
License Usage
Published March 31st, 2025 by Keith Winhall
Report Example Introduction The License Usage report is an essential tool for contact centre supervisors who have 'System Access' authorisation. This report provides detailed insights into the usage of UCS10 licenses over the specified report period. By analysing this report, supervisors can ensure that licenses are being used efficiently and id
Agent Status
Published March 31st, 2025 by Keith Winhall
Report Example Introduction The Agent Status Report provides supervisors with a detailed analysis of how often agents change their status and the total time spent in each status during the reporting period. This report helps supervisors understand agent availability patterns and identify any potential issues related to status changes. Purpose of
Agent Settings
Published February 10th, 2025 by Keith Winhall
Password Clicking on ‘Change password’ will open up a pop-out window prompting the agent. Settings Phone This drop-down selection (if enabled) will allow an agent to the method of connection to the Cirrus platform. Calling Identity For calls to external parties, it is quite common to use the company's main number as an outgoing identity. However, s
Customer Pre-Requisites
Published March 28th, 2025 by Keith Winhall
Document Control Change Control The document and its associated procedures, templates and diagrams are created and maintained by the Cirrus Document Owner. When a change must be made, the Cirrus Document Owner will record and agree the change and a note will inform all in the distribution list that a change has occurred. The Cirrus Document Owner wi
Inbox Management
Published January 14th, 2025 by Keith Winhall
After familiarizing ourselves with the homepage, we will learn how to manage your inbox in your agent workspace. At the beginning of each shift, we will perform the following actions:1. Set your activity status for the duration of the shift (according to changes during the shift)2. Organize your workspace in the inbox for incoming and outgoing conve
Login Log
Published March 7th, 2025 by Keith Winhall
Report Example Introduction The Login Log Report provides supervisors with an overview of users who have accessed or attempted to access the UCS system. This report helps in monitoring login activity, tracking unauthorized access attempts, and ensuring system security. Access Requirements The Login Log Report is only available to supervisors wit
Logging In & Out
Published February 7th, 2025 by Keith Winhall
Logging in to the web client Open a web browser (Edge, Chrome, Firefox & Safari) Navigate to the web client address. https://<portal name>.cirrusconnects.ai/webclient/ Select the method for setting up calls: Phone: You are using an actual (mobile) phone. Enter the number of this phone.Be aware that the number of this phone must be register
Summary
Published March 7th, 2025 by Keith Winhall
Report Example Introduction The Summary Report provides supervisors with a comprehensive overview of key metrics within the Contact Centre. It allows supervisors to analyze traffic patterns, call flows, and identify areas for optimization. This guide will help supervisors understand how to use the report effectively. Access Requirements The Summ
Email accounts
Published March 3rd, 2025 by Keith Winhall
Email messages that enter the UCS system through registered Email Accounts are routed correctly based on predefined email rules. These accounts and initial email rules are set up by your Administrator. In the Supervisor application, you can add or modify email rules through the menu item Resources >> Email Accounts. After selecting an email ac
Organization Management
Published January 15th, 2025 by Keith Winhall
What Is an Organization? An “organization” in the Cirrus Digital system is a business account. Each customer service centre, or a business unit, is considered an “organization” with several units defined as “teams”. The Organizational Settings in the platform determine the default settings of the Cirrus Digital capabilities for the entire organizati
Navigating the Menu Bar
Published February 7th, 2025 by Keith Winhall
Profile Click the profile icon to: Set your availability status Set your working location. Choose from ‘Home, ’Office', or enter a custom location. Enter a message which is visible to other agents and supervisors when they search for another agent. E.g, Ethan has searched for Ava and see she has entered a custom message. Log out of the client. Fav
Identification
Published March 31st, 2025 by Keith Winhall
Report Example Introduction The Identification Report provides a summary of identified individuals during the specified reporting period. It displays details regarding the identification modules used and the frequency of identified callers. This report is exclusively accessible to supervisors with 'System Access' authorization. Purpose of the
Agent Statuses
Published January 15th, 2025 by Keith Winhall
Managers can define a new status or change an existing status for agents. The agent’s performance is measured and reflected in various reports based on the use of statuses. What Is an Agent’s Status? Agent Statuses are divided into three categories: Active (green), Busy (red), and Away (orange). Additional statuses can be added into these categories
Azure Single Sign-On
Published February 17th, 2025 by Keith Winhall
Introduction This document describes how to set up Azure App registrations for enabling single sign-on in Cirrus' Connect platform: Web Client Web Supervisor Web Administrator Wallboard How to create Azure App registrations The actions described in this chapter must be executed to enable the login with Microsoft credentials. Separate Azure App reg
Agents
Published March 3rd, 2025 by Keith Winhall
Agents are a special kind of User; in this role, they can receive and handle routed interactions. Creating an Agent Navigate to Resources in the left menu, then select the Agents tab. Click the Add button at the top. A new window will open on the right, displaying Users who are not yet Agents. Select a User and click the Add button at the bottom. C
Planning
Published March 4th, 2025 by Keith Winhall
Overview The Planning feature provides contact centre supervisors with a tool to estimate the required capacity of agents based on historical interaction data. This helps in forecasting staffing needs, optimising workforce distribution, and ensuring service level targets are met. By analysing past call volumes and agent performance, supervisors can
Business Hours Settings
Published January 16th, 2025 by Keith Winhall
The Business Hours module enables businesses to create different business hours settings that can be interchangeably used in different communication channels. What Happens When the Business Is Off Hours? When the business is off hours, an automatic message is sent to customers to let them know when the business will open again, offer immediate/emerg
Automation
Published January 7th, 2025 by Keith Winhall
Automation APIs are related to bot capabilities. GET: Get Object Context Returns object data context. Must include desierd data propertie for query (comma separated) Example https://api.commbox.io/automation/objects/{OBJECT_ID}/context?properties=data.plus,data.name path Parameters OBJECT_ID required integer <int64> Object ID is a Cirrus gener
Home Page
Published April 8th, 2025 by Keith Winhall
From within the Home page, users can see an overview of their billing information. The page is divided into two main areas. Within the upper section of the Home page users are able to see headline information relating to their current unbilled usage. This relates to Monthly and Daily Billing Periods, which are not hidden. In Addition to the Net Val
Supervisor Desktop Layout
Published February 27th, 2025 by Keith Winhall
Zone 1 - Menu The menu bar is where Supervisors can navigate the portal. The options shown in the screenshot above may not be visible depending on the permissions configured by the system administrator. Note for Administrators, supervisors permissions are configured in the Administrator portal under Resources > Supervisors. Zone 2 - Settings Wh
Webhooks
Published January 6th, 2025 by Keith Winhall
Overview A webhook sends an HTTP POST request to a specified URL responding to a trigger (an “event”) in Cirrus. For example, every time a new user is created or deleted, Cirrus will send a notification to the callback URL provided by the client. The webhook system of notification and updates eliminates continuous or periodic requests when changes h
Cirrus Digital API Overview
Published January 6th, 2025 by Keith Winhall
Overview Cirrus Response Omnichannel offers several options for integration with external systems. This document aims to provide the information needed for developers to create bespoke integrations with our platform. In order to access the APIs you will need a valid Access Token, which any omnichannel administrator can access by navigating in the C
Users
Published May 15th, 2025 by Keith Winhall
This menu item displays three types of users: Users – Regular internal employees Guests – Temporary employees Externals – External relations All three user types have access to the UCS system. External users are typically granted access solely for address book creation. Terminology: From this point forward, the term User includes Guests and External
Getting Started
Published April 7th, 2025 by Keith Winhall
Welcome to the Cirrus billing platform's ‘Getting Started’ guide. Please follow the steps below to log into the Cirrus billing platform for the first time. The end user will receive an activation email. Click the Activate button. Once clicked, you will be directed to the Activate Account page and prompted to create your own unique password. Your pas
Identifications
Published May 29th, 2025 by Keith Winhall
Identifications Module Overview The Identifications Module allows callers to be recognised using stored database information. Identified callers can be routed through a specific call flow or excluded from certain services based on predefined criteria. Advantages of Caller Identification Identification enables organisations to: Track call volumes per
Manage | Departments
Published April 8th, 2025 by Keith Winhall
Departments can be viewed, added, edited, and deleted under the Manage page. The main portion of the page will display as list of all existing Department Name, including any associated Notes. Create a New Department Selecting the New Department button will present the user with the New Department window. This allows the user to create a Department
Two Skills Routing Example
Published May 30th, 2025 by Keith Winhall
In the previous Travel Agency example, calls were routed using a single skill. In this expanded setup, calls are routed based on two skills, allowing callers to choose both a language and a holiday region. Updated Call Flow A new Menu is introduced for language selection before the region selection. Callers must select either English or French. Afte
One Skill Routing Example
Published May 30th, 2025 by Keith Winhall
A Travel Agency is establishing a Contact Centre to assist customers with holiday arrangements. At the Contact Centre, 10 Agents handle inquiries about five holiday regions: Europe Asia Australia America Far East These regions are created as Skills, with each Agent assigned responsibility for at least one region. See the article Two Skill Routing Ex
Virtual Assistant Configuration Guide
Published May 29th, 2025 by Keith Winhall
The Virtual Assistant Module provides intelligent call handling by recognising speech input and routing interactions accordingly. Configuration settings define how the assistant responds, directs conversations, and manages user queries. 1. General Configuration Setting Description Name The instance name of the Virtual Assistant. Intro Prompt The gre
Teams Management
Published January 15th, 2025 by Keith Winhall
At its core, any customer service centre or any business account comprises various teams and sub-teams of agents, each with its expertise and knowledge. What Is a Team? Teams are groups of users that a customer can create in their “organization”. Users in a team can filter different system areas and view only information defined for specific teams.W
Groups Tab
Published May 29th, 2025 by Keith Winhall
Tab Groups – Assigning Agents to the Router The Tab Groups section allows you to assign Agent Groups to a Router so that the agents within these groups can receive routed calls. The system can automatically expand or reduce the number of active agents based on queue conditions. Assigning Agent Groups Click Add to assign Groups from the dropdown list
IVRs
Published May 22nd, 2025 by Keith Winhall
Media Channels and IVR Routing Media Channels refer to the dialled numbers that are routed from the PBX or SIP trunk to the UCS system. Based on the number dialled, the PBX directs the call to the UCS platform, where the call flow begins with an Interactive Voice Response (IVR) module. Each IVR consists of one or more IVR channels, with each channel
Custom Statuses Tab
Published May 29th, 2025 by Keith Winhall
In the tab Custom Statuses, you can specify non-global Custom Statuses to be used by Agents working for this Router. Click ‘Add’ to select any available custom statuses from the drop-down selection.
Recording Journal Log
Published March 31st, 2025 by Keith Winhall
Report Example Introduction The Recording Journal Log report is an essential tool for contact centre supervisors who have 'System Access' authorisation. This report provides detailed logging information related to call recordings, whether they were made automatically via router configuration or manually by an agent or user. By analysing this r
How to Develop a Call Flow
Published May 13th, 2025 by Keith Winhall
A call flow is a series of interconnected call flow elements. By linking these elements logically, a streamlined communication path is created, directing calls to specific endpoints such as a queue or an external transfer. Consider the following call scenario: A caller dials the number of a contact centre. The caller hears a welcome announcement mes
Departments
Published May 14th, 2025 by Keith Winhall
Departments can be used to group teams of users together for easier admin purposes. If Azure Active Directory has been enabled, the departments are automatically synced, so there is no need to manually create them. Departments are used for organising users and reporting. They do not directly affect call routing. How to Manually Create Departments To
Dashboard – for Supervisors
Published January 15th, 2025 by Keith Winhall
The Dashboard is the centralized hub of all the real-time statistical data collected and monitored in the Agent Workspace. This includes information involving shift management, administrator/agent activity, cross-channel activity, and brand-wide operations. To access the dashboard, you must first log into the system. On the main homepage, click on t
Groups
Published May 15th, 2025 by Keith Winhall
There are different types of groups Agent groups User groups Manager groups Extension groups Users, Agents or Extensions that are in the same group can pick up calls from other group members. Agent groups Agents are organised via Groups to be able to receive routed calls. The Group must be assigned to a Router. In the left-hand Explorer pane, naviga
Email Qualification
Published March 31st, 2025 by Keith Winhall
Report Example Introduction The Email Qualification report is a crucial tool for contact centre supervisors, providing insights into the frequency of specific qualifiers selected for email accounts during a given reporting period. This report helps supervisors understand patterns and trends related to customer inquiries, enabling them to allocat
May 2025 Release Notes
Published April 29th, 2025 by Keith Winhall
New Features Free Text in WhatsApp Campaigns Content leaders can now send free-form WhatsApp messages to customers with unlocked conversations (i.e., within 24 hours of the customer's last message) as part of a campaign. This allows for more personalised communication without the need for a pre-approved template, helping reduce costs. These messag
Building a Call Flow
Published May 13th, 2025 by Keith Winhall
After the call flow is defined, you can start building the call flow. Building the call flow is performed from bottom to top. The chronological order of creating call flow items is important. E.g. you cannot transfer a call if no Transfer module is created, nor can you route a call from a Starter to a Clock if the Clock is not created. Creating a ca
Agent Chat Performance
Published March 31st, 2025 by Keith Winhall
Report Example Introduction The Agent Chat Performance Report provides supervisors with a detailed overview of agents' performance in handling web chat conversations. This report is essential for evaluating how efficiently agents manage chat interactions and identifying opportunities to improve customer engagement via chat. Purpose of the Report
Permissions and Profiles
Published January 15th, 2025 by Keith Winhall
What Is a Profile? Profile is a collection of permissions belonging to a group of users. When a specific profile is assigned to a user, that user can use all the permissions detailed in the specific profile.Within each team, you can define permissions and a specific profile that suits the team’s unique tasks.The system allows you to define custom pr
Clocks
Published May 29th, 2025 by Keith Winhall
The Clock module is designed to redirect calls based on the current date, weekday, and time. By configuring multiple clocks, specific schedules can be defined for each department. There are two permanent system clocks: Day/Night Clock – Used in the UCS Management Console’s trunk settings to determine which numbers can dial during day or night hours.
Router Fordwarding Analysis
Published March 7th, 2025 by Keith Winhall
Report Example Overview The Router Forwarding Analysis report provides a detailed breakdown of calls routed to a contact center, identifying their origins. This report categorizes the calls based on whether they were forwarded internally (from within the company) or externally (from an outside source), giving supervisors insight into call routin
External Contacts
Published March 3rd, 2025 by Keith Winhall
External Contacts External contacts are registered to allow for easy lookup of contact history in both the web client and Supervisor Client. The UCS system can also be configured to automatically register all interactions as an external contact. In the web client, Agents can use this feature to quickly access notes and view previous interactions wit
Managers
Published January 7th, 2025 by Keith Winhall
The MANAGERS APIs category relates to activities involving the Admins, Team Leaders, Agents, and any other business-related persona. This category includes Profiles, Presence, Assignments, Notifications, and Teams sub-categories. GET: Get Manager Status Based on the agent’s Id, this API returns information about the current number of assignments bas
Roles & Responsibilities
Published May 13th, 2025 by Keith Winhall
Within the UCS system, several distinct roles and responsibilities are defined. Administrator The Administrator is responsible for configuring the UCS system. In some cases, this responsibility is divided into two areas: technical and functional. The technical aspect typically interfaces with the PBX and IT infrastructure, while the functional aspec
Logging In & Out
Published February 27th, 2025 by Keith Winhall
Logging in to the supervisor portal Open a web browser (Edge, Chrome, Firefox & Safari) Navigate to the web client address. https://<portal name>.cirrusconnects.ai/supervisor Select the method for audio to be delivered should the ‘Assist’ (listen in) feature be required. No extension: Use this option when no agent audio monitoring is requ
Presence
Published January 7th, 2025 by Keith Winhall
The Presence APIs relate to the agent availability status. Active and ready for assignment, Busy, or Away from the desk. Additional statuses can be created by the admin. GET: Get Manager Presence This API returns the Presence status(es) of a specific agent.The Manager (agent) Id is a required path parameter. GET/managers/{MANAGER_ID}/presence path P
Alerts | Advanced Alerts
Published April 8th, 2025 by Keith Winhall
Advanced Alerts, set against all Numbers, can be viewed, added, edited, and deleted under the Alerts section. In this section a user can set up Advanced Alerts based on various usage criteria. This type of Alert is matched on user defined criteria. Users can create as many Alert configurations as they would like. Note: Only users with a Restrictio
Tags
Published January 7th, 2025 by Keith Winhall
Tags are a classification tool for summarizing aspects of the conversation or the user. It can mark the conversation to indicate a new sale or identify a customer as not interested in the product. To help manage the Tags assets, Tags can be grouped with a common identifier. POST: Set Object Tag This API is used to tag a conversation with a specific
Alerts | Notifications
Published April 8th, 2025 by Keith Winhall
A list of Notifications, which have been triggered against the user’s account, can be viewed, and analysed under the Alerts section. A list of the Alerts that have been triggered for the selected Billing Period, are displayed within the main grid, and includes information such as the Alert Type and Name, any associated Number, and the Description of
Routers Tab
Published May 29th, 2025 by Keith Winhall
Queueing Operator Queue Settings Is Operator Queue – Defines whether the Router is configured for operator functions. Note: To allow agents to park a call or email, ensure a Router with the Park function is available. Assign the appropriate agent group to this Router. Operator Queue Type – If Operator Queue is selected, define the type of Operator
Adhoc Messages
Published March 3rd, 2025 by Keith Winhall
Adhoc Messages allow the Supervisor to easily play information messages before a call is routed to a Router, without requiring Administrator assistance. The message is played during a configured time period, prior to the call being routed through a call flow. In the Administrator application, Adhoc Messages are created and assigned to the call flow.
Authentication Modules
Published January 6th, 2025 by Keith Winhall
Cirrus offers several options for authentication and silent login into our systems in addition to our standard user/password login process. Directory Services We allow a login for our management site using Directory Services (DS) providers (such as Active Directory). To set it up, the Single Sign-On module must be active, and the domain, username, a
Routers
Published May 29th, 2025 by Keith Winhall
Router Module Overview The Router Module efficiently distributes calls among groups of Agents, ensuring intelligent call handling and optimised resource allocation. In many cases, a Router serves as the final destination in a call flow, managing incoming calls and directing them to available agents. Key Features: Adjustable Queue Management – When a
Agent Consultation Analysis
Published March 31st, 2025 by Keith Winhall
Report Example Introduction The Agent Consultation Analysis Report provides valuable insights into the consultation calls made by agents while handling routed calls. This report allows supervisors to track the frequency, success, and duration of consultations, helping them understand agent collaboration and the effectiveness of consultation prac
Cirrus Digital REST APIs
Published January 6th, 2025 by Keith Winhall
Overview Cirrus utilizes the REST APIs principles, allowing developers to perform queries to the Cirrus platform. We support GET, POST, and DELETE requests. Use a Get request to retrieve information, a POST to create or update an entity, and a DELETE to remove an entity.After receiving the request, the API sends back an HTTP code as a response in JS
Agents Homepage
Published January 14th, 2025 by Keith Winhall
Welcome to Cirrus Digital, an AI-powered omnichannel customer service platform that empowers brands to elevate customer experience and automate support processes. With Cirrus you can manage all your customers’ interactions across any channel from one unified interface in the agent’s workspace – the unified inbox. After logging into the system, the h
Calculator
Published March 4th, 2025 by Keith Winhall
Introduction The Contact Center Performance Calculator enables supervisors to evaluate different parameters that influence the efficiency of a Contact Center. By adjusting one parameter, users can instantly see its effect on overall performance. Use Case Example: Managing Teams (Sales, Support, and Accounts) A supervisor managing Sales, Support, and
User Applications
Published May 29th, 2025 by Keith Winhall
User Applications Module Overview The User Applications Module allows for custom functionalities within a call flow, enabling tailored responses through either backend code (server-based) or script-based execution. Configuration & Licensing ✔ Requires a Runtime UCS Customer Program License ✔ Determines call routing based on return codes from the
External Contacts
Published May 22nd, 2025 by Keith Winhall
External contacts in Resources provides a full list of every contact the Cirrus Connect system has received. Clicking on an entry allows the admin to add customer information as shown below.
User App
Published March 31st, 2025 by Keith Winhall
Report Example This report shows specific info for custom made User applications.
Mailboxes
Published May 29th, 2025 by Keith Winhall
Mailbox Module Overview The Mailbox Module allows callers to leave a voice message, ensuring accessibility outside of normal operating hours or in specific scenarios. Common Use Cases Handling calls outside opening hours. Offering voicemail as an option in a Regular Menu. Managing high call volume during rush hours when queue wait times become exces
Email Handling
Published February 20th, 2025 by Keith Winhall
When an agent is skilled in receiving and managing emails, the additional menu icon is shown on the right side. Queued Email As with all routed interactions, emails will appear in the queue panel on the left side of the screen as shown above. Click on the 3 dots to show some options: Retrieve Email If an agent clicks on the 3 dots and selects ‘Retri
Azure App Registrations
Published February 17th, 2025 by Keith Winhall
Introduction Microsoft Graph is the gateway to data and intelligence in Microsoft 365. It provides a unified programmability model that you can use to access the user-centric data in Microsoft 365. In other words, it is Microsoft’s API that gives access to Microsoft 365 resources. The Cirrus Connect platform uses this API for several purposes to int
Language Routing Example
Published May 30th, 2025 by Keith Winhall
Language routing is a combination of Skill-Based Routing and language selection within the call flow. Without language routing, additional call flow elements are needed, such as Clock and Router modules for each language. In this example, a Contact Centre offers callers the option to speak with English, Welsh or German-speaking Agents. To accommodat
Skills
Published March 3rd, 2025 by Keith Winhall
In the left menu, under Skills, you’ll find a matrix displaying the Agents and their Skills. This overview helps manage the Skill settings for each Agent. The table below (Skill Count) shows the number of Agents assigned to each Skill and their respective levels. You can filter the list of Agents by selecting a Router. Select All Skills to view and
Published January 7th, 2025 by Keith Winhall
Cirrus facilitates activities in WABA for the clients. Our platform helps clients create new templates and manage existing ones. Opt-in for WhatsAppBefore sending WhatsApp messages to someone, you must first receive opt-in permission confirming that they wish to receive future messages from you on WhatsApp. This can be done using any channel your bu
Interview Summary
Published March 31st, 2025 by Keith Winhall
Report Example Introduction The Interview Summary Report provides an overview of responses gathered from callers through the Interview module. This module presents a questionnaire to callers after a routed call has ended. Depending on the configuration, callers may be prompted to participate immediately or be called back by the UCS system if the
Mailbox profiles
Published May 29th, 2025 by Keith Winhall
The Mailbox Profiles Module allows UCS to create and manage mailboxes with predefined settings, ensuring consistency in authorisation and restrictions. ✔ Mailboxes can be created for: Departments Individual Users User Groups (with shared settings) ✔ Custom characteristics can be assigned per profile: Sales Employees – Voicemail notifications sent to
Adhoc Messages
Published May 29th, 2025 by Keith Winhall
Ad Hoc Messages Module Overview The Ad Hoc Messages Module allows configurable prompts to be inserted into the call flow. Functionality Prompts can be assigned via the Edit link to another module. After playing a prompt, the system pauses the call for the configured delay. If the caller hangs up during the delay, the IVR call is marked as abandoned
Teams
Published January 16th, 2025 by Keith Winhall
At its core, any customer service centre or any business account comprises various teams and sub-teams of agents, each with its own expertise and knowledge. What Is a Team? Teams are groups of users that a customer can create in their “organization”. Users in a team can filter different system areas and view only information defined for specific tea
Teams
Published January 7th, 2025 by Keith Winhall
A Team is a group of agents with specific business agendas, roles, and permissions. Admins and Team Managers can set up Team Managers to create and manage teams and give those teams specific inbox filters, tags, and knowledge-based assets. GET: Get Team Members This API returns a list of all agents and team leaders associated with a specific team.Te
Router Repetition Traffic
Published March 7th, 2025 by Keith Winhall
Report Example Introduction The Router Repetition Traffic Report provides insights into repeat callers who contacted the selected Router(s) multiple times during the report period. It displays the frequency of calls and call duration statistics, helping supervisors identify patterns of repeat interactions. This report is particularly useful for
Agent Analysis
Published March 31st, 2025 by Keith Winhall
Report Example Introduction The Agent Analysis Report provides supervisors with a comprehensive overview of how agents spend their time on different types of calls versus their availability. This report helps supervisors identify the balance between logged-in time, idle periods, and call activity, making it easier to optimise workforce efficienc
Create an Email Account
Published May 29th, 2025 by Keith Winhall
Creating an Email Account in UCS The Email Account Module allows UCS to handle incoming emails, route messages to agents, and monitor response times. ✔ Only visible if licensed and enabled in the UCS Management Console. 1. Access Email Accounts Navigate to Explorer Pane > Email > Accounts. View existing Email Accounts. 2. Adding a New Email Ac
Outbound Services Analysis
Published March 31st, 2025 by Keith Winhall
Report Example Introduction The Outbound Services Analysis report is an essential tool for contact centre supervisors. It provides detailed insights into the performance of selected outbound services, including the number of calls initiated, successful connections, and unsuccessful attempts, along with reasons for failures. This data helps super
Router Skills Analysis
Published March 7th, 2025 by Keith Winhall
Report Example Introduction This report provides valuable data on call routing, handling times, service levels, and call outcomes for selected Routers and their associated Skills. It helps supervisors assess performance, identify areas of improvement, and ensure service levels are being met. The report covers key metrics such as offered calls, c
Email Overview
Published May 29th, 2025 by Keith Winhall
Email Module Overview The Email Module in UCS enables the handling and distribution of email messages within a contact centre environment. It ensures efficient routing of emails, response-time monitoring, and automated replies for receipt acknowledgements or self-service requests. ✔ The Email Module must be licensed and enabled in the UCS Management
Router Interview Acceptance
Published March 7th, 2025 by Keith Winhall
Report Example Overview The Router Interview Acceptance report provides insights into how interview invitations are handled, including the number of times they are offered, accepted, refused, or left unanswered. This data helps supervisors assess engagement levels and identify potential areas for improvement in the interview process. Report Stru
Skills Based Routing
Published May 13th, 2025 by Keith Winhall
Overview Skill-Based Routing allows contact centres to intelligently route calls to the most suitable agents based on their expertise. This ensures efficient handling of enquiries, improves customer satisfaction, and streamlines operations. Introduction to Skill-Based Routing Skill-Based Routing differentiates agents by their assigned skills. When a
Router Service Level Analysis
Published March 7th, 2025 by Keith Winhall
Report Example Introduction The Service Level Report provides valuable data on the service levels for answering routed calls within specific time segments for the selected Router(s). Supervisors can use this information to monitor how well calls are being answered within predefined thresholds, helping to ensure that customer expectations are met
Routers
Published March 3rd, 2025 by Keith Winhall
Routers are used to route interactions to Agents and are initially created and configured by your Administrator. Some settings are only accessible for maintenance by the Administrator through the Administrator application. Other settings, such as After-Call-Work ( ACW ) and the assignment of Groups to handle routed calls, can be updated by the Super
April 2025 Release Notes
Published March 28th, 2025 by Keith Winhall
Important: This release includes changes that may impact existing webhook configurations. New Features Exporting Predefined Replies Admins and Knowledge Managers now have the ability to export predefined replies from the knowledge base into Excel or CSV files, facilitating offline analysis, audits, and integration with other systems. The export
Auto Assignment
Published January 15th, 2025 by Keith Winhall
What is an Automatic Assignment? Cirrus Digital’s Auto-Assignment module streamlines the management of customer conversations by automatically distributing conversations to appropriate agents. This distribution is based on several factors, including: 1. Agents’ availability status2. Conversation type3. Current workload of agents4. Priority level of
Web Resources
Published May 30th, 2025 by Keith Winhall
If your Agents often need information from certain websites, you can simplify their workflow by providing shortcuts to these websites within the Cirrus Professional Client. This feature in the UCS System is called Web Resources. You can specify shortcuts to a selection of websites. Create a new Web Resource Click in the left pane Explorer on Setting
Extensions
Published May 13th, 2025 by Keith Winhall
You can distinguish different Extensions: Local Extensions are physical phones on the local PBX 3rd party Extensions can be physical or virtual extensions on a 3rd party PBX Remote Extensions are typically endpoints like mobiles and desktop DDI's Virtual numbers are not related to a physical device Users can log in on Extensions, 3rd party Extensio
Logging In & Out
Published May 13th, 2025 by Keith Winhall
Logging in to the administrator portal Open a supported web browser (See Customer Pre-Requisites) Navigate to the web client address. https://<portal name>.cirrusconnects.ai/administrator There are two options for how to log in: Login with Microsoft: If Cirrus has configured single sign-on on your behalf, click the ‘Login with Microsoft’ butto
Assignments
Published January 7th, 2025 by Keith Winhall
The Assignments category relates to conversations (Objects) assigned to a specific agent. GET: Get Manager Assignments This API returns a list of assigned conversations to a specific agent/admin.Manager (agent) Id is a required path parameter. Data includes the communication channel type (see Enum) and its unique name. GET/managers/{manager_id}/assi
Ticket
Published January 7th, 2025 by Keith Winhall
POST: Create Ticket Cirrus allows certain management personnel access to the Cirrus platform without the requirement of username and password.This API returns a session cookie that is added to login URL to bypasses the username and password screen. Format: Login URL + the characters ?=TA + the session cookie returned by the API Example: https://bump
Bills | Reports
Published April 16th, 2025 by Keith Winhall
Reports Overview Customers can generate a range of Reports in Cirrus Billing. The Reports tab sits within the Bills section of the portal. Permissions Only users with Company or Site level access can view Reports when the feature is available. Note: User and Cost Centre logins do NOT have access. The Site dropdown shows all sites linked to the accou
Chat
Published March 4th, 2025 by Keith Winhall
Overview The Chat tab allows UCS users to have internal conversations with other UCS users. Chats can be one-on-one or include multiple participants. Starting a One-on-One Chat Navigate to Resources > Users or Resources > Agent. Click the chat button next to the user you wish to start a conversation with. The chat will open, and you can begin
Qualifiers
Published May 30th, 2025 by Keith Winhall
Qualifiers Overview Suppose your company has launched a new website, and you want to know if your customers are aware of it. One way to find out is to ask your callers about it and use a pen and paper to count it. Another way is similar, but you use the Qualifiers feature of the Cirrus System to support you. Qualifiers are short notes that can be at
Alerts | Alerts
Published April 8th, 2025 by Keith Winhall
Alerts, set against Individual Numbers, can be viewed, added, edited, and deleted under the Alerts section. In this section a user can set up Alerts on phone numbers and accounts (Overall Limits). It can be used to detect whether certain limits have been exceeded. Alert limits can be set for to voice, data, and text limits. Alerts can be setup as D
Agent Call Duration Analysis
Published March 7th, 2025 by Keith Winhall
Report Example Overview The Agent Call Duration Analysis report provides insights into agent performance by tracking the duration of routed calls. This report helps supervisors assess individual agent efficiency, identify trends in call handling times, and ensure optimal resource allocation across the contact centre. Report Structure Header Repo
Prompts
Published May 29th, 2025 by Keith Winhall
Prompts Module Overview The Prompts Module allows UCS to play pre-recorded audio announcements within a call flow. Prompts form the dialogue structure, guiding callers with relevant instructions, such as: "For operator, press zero." "Good morning, you have dialled..." ✔ Prompts can be recorded as human voice files or generated via Text-to-Speech (TT
Manage | Numbers
Published April 8th, 2025 by Keith Winhall
A list of all telephone numbers registered against the user’s account can be viewed on the Manage page. Numbers are listed within the main grid and include information such as any associated User Name, Department, Description, Cost Centre, Username or Site Ref. The Search field, located at the top of the grid makes it easy for the user to
Priority Routing
Published May 13th, 2025 by Keith Winhall
Priority routing allows you to assign different levels of importance to incoming calls when routing them to a Router. Calls can be assigned a priority level on a scale from 1 (highest) to 4 (lowest). There are also two special values: Priority 0 – Idle: Lowest possible priority. Priority 9 – Emergency: Reserved for emergency calls with the highest p
Manage | Users
Published April 8th, 2025 by Keith Winhall
Users can be viewed, added, edited, and deleted under the Manage page. The main portion of the page will display as list of all existing User Names, including the associated Site Name, Department, and Extension. Creating a New User Selecting the ‘New User’ button will present the user with the New User window. This allows the user to create a User N
Outbound Monitoring
Published March 4th, 2025 by Keith Winhall
Overview The Outbound Monitoring feature in the Supervisor application provides real-time insights into outbound call activities. It allows supervisors to monitor and manage outbound services, including system-initiated and user-initiated outbound calls. The feature ensures efficiency by offering tools to track call success rates, retry attempts, an
Users
Published February 28th, 2025 by Keith Winhall
This menu item displays three types of users: Users – Regular internal employees Guests – Temporary employees Externals – External relations All three user types have access to the UCS system. External users are typically granted access solely for address book creation. Terminology: From this point forward, the term User includes Guests and External
Supervisors
Published May 15th, 2025 by Keith Winhall
To access the supervisor portal, a user must be assigned supervisor permissions. Create a new supervisor Navigate to Resources > Supervisors. Click ‘Add’ From the side panel, select one or multiple users and click ‘Add’. Once added, click on the user again to display the supervisor permissions configuration window as shown below. Supervisors Perm
Direct Agent Routing Example
Published May 30th, 2025 by Keith Winhall
Many Contact centres announce a single number to their customers, and callers are transferred to any available Agent. In such cases, Direct Agent Routing is unnecessary. However, some Contact Centres allow callers to dial the extension of a specific Agent or contact. If the Direct Agent extension is used for this purpose, the caller bypasses the sta
Transfers
Published May 29th, 2025 by Keith Winhall
Transfer Module Overview The Transfer Module allows calls to be sent directly to a predefined extension without human intervention. Transfers can be routed to an internal extension, operator, or external destination. Types of Transfer Blind Transfer – The system dials the specified number and transfers the caller without monitoring whether the desti
Agent Time Analysis
Published March 31st, 2025 by Keith Winhall
Report Example Introduction The Agent Time Analysis Report provides supervisors with detailed insights into how agents allocate their time during their shifts. This report is essential for understanding the distribution of agent activity, including logon and logoff times, availability, and time spent on calls and after-call work (ACW). Purpose o
Latest Release
Published August 6th, 2024 by Keith Winhall
June 2025 Release Notes New Features Website Integration for Knowledge Base – Phase II Administrators c New Features Website Integration for Knowledge Base – Phase II Administrators can now import content from designated websites and URLs to automatically generate knowledge base articles for organisational use. This enhancement enables the AI ag
Agent Call Qualification
Published March 31st, 2025 by Keith Winhall
Report Example Introduction The Agent Call Qualification Report provides supervisors with a breakdown of how frequently agents select specific call qualifications during customer interactions. This report is valuable for understanding how agents categorise calls and whether they are consistently using the correct qualifications. Purpose of the R
User Statuses
Published May 30th, 2025 by Keith Winhall
When Agents leave their desk during a shift, they should switch their Status to Not Available. While in a Not Available state, no routed calls will be offered to the Agent. Only when the Agent returns to their desk and switches to Available, the Cirrus UCS System can offer routed calls again. The Not Available Status provides Supervisors with valuab
Skills
Published May 30th, 2025 by Keith Winhall
Skill-based routing allows you to direct interactions to the most qualified Agents. To use this feature, Skills must first be created via Explorer > Settings > Skill. Create a New Skill Click in the left pane Explorer on Settings > Skills. The existing Skills are displayed. To create a new Skill, click Add, then enter the Skill name and sel
Service Routing Example
Published May 30th, 2025 by Keith Winhall
In this example, a Travel Agency provides customers with three distinct services: Flight Information Cancelling Flights Booking Holidays To ensure smooth call handling, three dedicated numbers are announced: Dial 100 for Flight Information. Dial 200 for Cancelling Flights. Dial 300 for Booking Holidays. When a caller selects a service: Calls for Fli
Manage | Cost Centres
Published April 8th, 2025 by Keith Winhall
Cost Centres can be viewed, added, edited, and deleted under the Manage page. The main portion of the page will display as list of all existing Cost Centre Names, including the associated Email Address, and Notes Section. Create a New Cost Centre Selecting the New Cost Centre button will present the user with the New Cost Centre window. This all
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