Overview

Skills-based routing gets each call to the right agent the first time.

It works by matching what the call needs with what your agents are good at. The system then chooses the best available agent based on their skill level.

This means fewer transfers, faster handling, and better customer outcomes.

How skills work in Cirrus Halo

Each agent can have one or more skills.

Every skill is given a rating from 9 to 1:

• 9 = highest skill level
• 1 = lowest skill level

When a call is routed, Cirrus Halo will:

1. Look for agents with the required skill
2. Offer the call to agents with the highest skill level first
3. Only move to lower skill levels if no higher-skilled agents are available

This ensures your most capable agents handle the most relevant contacts.

When to use skills-based routing

Use this when calls need to go to specific agents based on:

• language
• department
• product knowledge
• technical ability
• a mix of skills

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.

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”).
3. Add a Language Code if the skill is being used for email routing.

2. Assign Skills to Agents

1. Open Agents
2. Assign each agent the relevant skills and a rating value between 1 and 9.

Skill Configuration in the Supervisor portal

Supervisors (if allowed via permissions) can configure and manage agent skills in a very user friendly manner as shown above.

 

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.