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 attached to a routed call. Call qualification can be selected by an Agent during the call or during the After-Call-Work time. You can make this feature mandatory, so the Agent cannot forget to enter it. It is also possible to enter multiple Qualifiers. Examples include: the subject the caller is calling for, and whether the caller is an existing or new customer. A report can be generated to display the number of entered Call Qualification items. The report will list the number of times a Call Qualification item is entered per Agent.

The Qualifiers have to be created here. Just like Custom Statuses, Qualifiers can be set as global or not. When global, they are available for all Agents in all Routers. If not global, they can be assigned to one or more specific Routers via the Router module.

Create a new Qualifier

1. Click in the left pane Explorer on Settings > Qualifiers. The existing Qualifiers are displayed.
2. To create a new Qualifier, click Add, enter a Qualifier name and select Global Available if required.

• Qualification: The name of the Qualifier. It is possible to create hierarchical qualifications by defining them with subitems, using > to divide the layers in the hierarchy. Different layers can be defined, e.g., Sales > Cancellation > Expensive. See example below. 

• Global Available: A Qualifier can be set as global or not. When global, it is available for all Agents in all Routers. When not global, it can be assigned to a specific Router via the Router module, making it available only for the Agents in that Router.

3. Click Add to save your changes.