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.

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.

• You can filter the list of Agents by selecting a Router.
• Select All Skills to view and easily select all Skills registered in the system.
• Skills can be exported to Microsoft Excel, updated, and then re-imported. This allows for adding new Skills or editing existing ones; however, deletions are not supported in this method.
• With the System Access authorization, all Agents and Routers are visible. Without this access, the view is limited to Agents from the user’s assigned Routers.