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 to handle routed calls for this Router.
• Each Group has adjustable parameters to fine-tune routing behaviour.

Group Settings

Group Name

• Specifies the name of the assigned Group.

Activation Delay (Seconds)

• Defines the delay period before agents in this Group start handling calls.
• Exceptions & Overrides available via request to Cirrus:
  • Default = 0
  • If Bypass Activation Delay = 1 is set, activation delay for the next Group is overruled.
  • If Activation Delay is < 10s, calls are routed immediately to the next Group if no active agents are available.
  • Delay ≥ 10,000 means the Group never activates (useful for webchat, email, or WhatsApp queues where manual pickup is preferred).

Waiting Time Threshold (Seconds)

• If the expected waiting time in the queue exceeds this threshold, agents from this Group are immediately added to the total Group (Activation Delay is overruled).

Service Level Threshold (%)

• If the Service Level for the Router falls below the specified percentage, agents from this Group are immediately added to the total Group (Activation Delay is overruled).

Important Notes

• Activation Delay must not exceed the Max-Queue-Time (as defined in the General tab).
  • Otherwise, the call will route via the Time-Out exit instead of to another Group’s agent.
• Long Activation Delays (e.g., 999 seconds) allow agents to manually pick/pluck calls from the queue instead of having them assigned automatically.
  • Agents require the Professional Client for manual queue selection.
• Operator Queues have a default Activation Delay of 999 seconds, but this setting can be modified.