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

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

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

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

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

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 center section of the screen as seen below. Note that the i

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

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

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 

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/newsupervisor 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 r

User App

Published March 31st, 2025 by Keith Winhall

Report Example     This report shows specific info for custom made User applications.  

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

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

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.

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.

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

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

WhatsApp

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

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

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

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

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

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

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

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 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

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

Contact Management

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

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

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

Call Quality Analysis

Published March 31st, 2025 by Keith Winhall

Report Example      

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

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

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

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

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

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

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

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 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

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

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

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

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

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

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

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

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

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

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

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

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.

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

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

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

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

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,

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

Logging In & Out

Published February 7th, 2025 by Keith Winhall

Fig 1. Cirrus webclient login 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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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 }      

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

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

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

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

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

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

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

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.

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

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

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

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

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

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

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

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

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

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

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

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.

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

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

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

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

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

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

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

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,

Agent Settings

Published February 10th, 2025 by Keith Winhall

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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 when they search for another agent. E.g, Carlos has searched for Ava and see she has entered a custom message.  Supervisors on their agent monitoring Log

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 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

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

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