Overview

Skill-Based Routing ensures that each customer interaction is handled by the most suitable agent, based on defined expertise.
By intelligently routing calls to agents with specific skillsets, Cirrus helps contact centres improve efficiency, reduce misrouted calls, and enhance customer satisfaction.

What Is Skill-Based Routing?

Skill-Based Routing assigns one or more skills to each agent.
When a call reaches a Router, Cirrus evaluates all available agents and directs the call to the one with the highest skill rating that meets the routing criteria.

Key Points

• Skills are defined and assigned to agents in advance.
• Routing is based on one or two skill requirements configured in the linking module.
• Only calls routed through a Router use Skill-Based Routing.
• Among eligible agents, the one with the highest skill rating receives the call.

💡 Tip: Use skill-based logic when you want to direct calls by language, department, or product expertise.

Typical Use Cases

Setting Up Skill-Based Routing

Skill requirements are defined when linking a module to a Router.
They are set using the Parameter1 and Parameter2 fields in the linking configuration.

Before You Begin

✅ Ensure agents are created and active.
✅ Confirm required skills exist.
✅ Verify that Routers and Menu modules are already configured.

Implementation Steps

1. Create Skills

1. Go to Settings → Skills.
2. Select Add Skill and define the required skill names (e.g. “Hardware”, “French”, “Sales”).

2. Assign Skills to Agents

1. Open Agent Management.
2. Assign each agent the relevant skills and a rating value (for example, 1–10).

📝 Note: Ratings determine which agent receives a call first when multiple agents share the same skill.

3. Configure the Router

1. Open the Router you want to use.
2. Define the Minimum Skill Score — the lowest acceptable skill rating for receiving routed calls.

4. Link Skills in the Transfer Module

1. Open the linking module connected to your Router.
2. In Parameter1, select the primary skill.
3. Optionally, in Parameter2, define a secondary skill.
4. Save your changes.

Example: Helpdesk Configuration

In this example, a single Helpdesk Router handles both Hardware and Software enquiries.

Call Flow

1. All callers dial the same number.
2. A Menu module offers:
   1. Press 1 for Hardware problems
   2. Press 2 for Software problems
3. Both options route to the same Router (Helpdesk).
4. Routing depends on the skill configured in the linking module.

Configuration Steps

1. Open the Menu module.
2. Select the menu option triggered by “1 – Hardware.”
3. Click Link and choose the Router module.
4. Select the Helpdesk Router.
5. In Parameter1, select “Hardware.”
6. Click OK to save.
7. Repeat the process for menu option “2 – Software,” using “Software” as Parameter1.

Using Two Skills

For more complex routing, you can define two skills using Parameter1 and Parameter2.
This allows for combinations like Language + Technical Knowledge or Product + Department.

💡 Tip: Dual-skill routing is ideal for international or specialised teams where both skills influence call handling.

Important

Skills are only applied during transfer to the Router.
If a call is redirected or requeued, reapply the skills using LAST USED SKILL 1 and LAST USED SKILL 2.

How Skill Ratings Work

Routing decisions are based on four key factors:

Routing Scenarios

Additional Considerations

1. Cirrus always routes to the highest-rated available agent first.
2. If no agents meet the minimum skill requirement, the No Agent Exception rule applies.
3. Be mindful that highly rated agents may receive more calls. Consider distributing skill ratings evenly across your team.

⚙️ Best Practice: Review skill ratings regularly to maintain balanced workloads and fair routing.

Summary

Skill-Based Routing enables precise call distribution based on agent expertise.
When configured correctly, it ensures customers reach the most capable agents first, improving efficiency and satisfaction.

Next Steps:

• Review your current skill assignments.
• Test your Router setup using a sample call.