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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
User Statuses
Published May 30th, 2025 by Keith Winhall
When Agents leave their desk during a shift, they should switch their Status to Not Available. While in a Not Available state, no routed calls will be offered to the Agent. Only when the Agent returns to their desk and switches to Available, Halo can offer routed calls again. The Not Available Status provides Supervisors with valuable insights into
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 centre section of the screen as seen below. Note that the
Chat
Published March 4th, 2025 by Keith Winhall
Overview The Chat tab allows users to have internal conversations with other 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 your con
Cirrus Halo Agent Demonstration Video
Published August 11th, 2025 by Keith Winhall
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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
Manage | Users
Published April 8th, 2025 by Keith Winhall
Users can be viewed, added, edited, and deleted under the Manage page. The main portion of the page will display as list of all existing User Names, including the associated Site Name, Department, and Extension. Creating a New User Selecting the ‘New User’ button will present the user with the New User window. This allows the user to create a User N
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
Router Forwarding 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
Router Queue Performance
Published December 5th, 2025 by Keith Winhall
Please note, this report is only available from version 25.44 onwards. Click here to find How to find your Halo version. Report Example Overview The Router Queue Performance report shows how each Router is handling its incoming interactions. You’ll see the raw numbers, the percentages, and where calls are getting stuck or dropping out.It’s a
October 2025 Release Notes
Published October 6th, 2025 by Keith Winhall
New Features SMS Campaigns Content Leaders can now include SMS messages within their customer campaigns, expanding communication reach and reducing delivery costs. This enhancement allows organisations to engage audience segments that do not use WhatsApp or other app-based messaging platforms. SMS campaigns offer a more universal and reliable deli
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
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
Mailbox profiles
Published May 29th, 2025 by Keith Winhall
The Mailbox Profiles Module allows Halo admins to create and manage mailboxes with predefined settings, ensuring consistency in authorisation and restrictions. ✔ Mailboxes can be created for: Departments Individual Users User Groups (with shared settings) ✔ Custom characteristics can be assigned per profile: Sales Employees – Voicemail notifications
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
Agent Settings
Published February 10th, 2025 by Keith Winhall
Password Clicking on ‘Change password’ will open up a pop-out window prompting the agent. Note that this option will only be displayed if logging in with a username and password. If Single Sign-On (SSO) is being used, this option will not be present. Settings Depending on how your administrator has set up your agent experience, you may see settings
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
Bills | Reports
Published April 16th, 2025 by Keith Winhall
Reports Overview Customers can generate a range of Reports in Cirrus Billing. The Reports tab sits within the Bills section of the portal. Permissions Only users with Company or Site level access can view Reports when the feature is available. Note: User and Cost Centre logins do NOT have access. The Site dropdown shows all sites linked to the accou
DDI Calls versus Routed Calls
Published May 13th, 2025 by Keith Winhall
Halo supports both routed calls and Direct Dial-In (DDI) calls, although these operate quite differently: Routed Calls Routed calls are managed through the contact centre functionality, with agents responsible for handling them. During peak times, calls may be placed in a queue until an agent becomes available. An agent’s availability is determined
Qualifiers
Published May 30th, 2025 by Keith Winhall
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 (also sometimes called ‘reason codes’) feature of the Cirrus System to support you. Qu
User App
Published March 31st, 2025 by Keith Winhall
Report Example This report shows specific info for custom made User applications.
Bill Explorer
Published April 8th, 2025 by Keith Winhall
From within the Bill Explorer, users can see a summary of each historic invoice, as well as a summary of the unbilled month. From within this screen users are also able to download historic Invoices and Reports. CSV / Excel download files are also available where the customer is set to receive report information in this format. This includes any C
Alerts | Notifications
Published April 8th, 2025 by Keith Winhall
A list of Notifications, which have been triggered against the user’s account, can be viewed, and analysed under the Alerts section. A list of the Alerts that have been triggered for the selected Billing Period, are displayed within the main grid, and includes information such as the Alert Type and Name, any associated Number, and the Description of
Virtual Assistant Performance
Published July 1st, 2025 by Keith Winhall
Report Example The Virtual Assistant Performance report provides a detailed view of how effectively a selected Virtual Assistant is handling interactions across your contact centre. This report is essential for supervisors seeking insight into which topics are being successfully recognised and where human or follow-up intervention is still requi
Alerts | Alerts
Published April 8th, 2025 by Keith Winhall
Alerts, set against Individual Numbers, can be viewed, added, edited, and deleted under the Alerts section. In this section a user can set up Alerts on phone numbers and accounts (Overall Limits). It can be used to detect whether certain limits have been exceeded. Alert limits can be set for to voice, data, and text limits. Alerts can be setup as D
Skills
Published May 30th, 2025 by Keith Winhall
Skill-based routing allows you to direct interactions to the most qualified Agents. To use this feature, Skills must first be created via Explorer > Settings > Skill. Create a New Skill Click in the left pane Explorer on Settings > Skills. The existing Skills are displayed. To create a new Skill, click Add, then enter the Skill name and sel
How to Develop a Call Flow
Published May 13th, 2025 by Keith Winhall
A call flow is a series of interconnected call flow elements. By linking these elements logically, a streamlined communication path is created, directing calls to specific endpoints such as a queue or an external transfer. Consider the following call scenario: A caller dials the number of a contact centre. The caller hears a welcome announcement mes
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
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
Logging In & Out
Published February 7th, 2025 by Keith Winhall
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 a traditional telephone number. (E.g. Teams DDI, Horizon, desk phone, other softphone provider or mobile). Pleas
Direct Agent Routing Example
Published May 30th, 2025 by Keith Winhall
Many Contact centres announce a single number to their customers, and callers are transferred to any available Agent. In such cases, Direct Agent Routing is unnecessary. However, some Contact Centres allow callers to dial the extension of a specific Agent or contact. If the Direct Agent extension is used for this purpose, the caller bypasses the sta
Roles & Responsibilities
Published May 13th, 2025 by Keith Winhall
Within Halo, several distinct roles and responsibilities are defined. Administrator The Administrator is responsible for configuring the Halo system. In some cases, this responsibility is divided into two areas: technical and functional. The technical aspect typically interfaces with the PBX and IT infrastructure, while the functional aspect serves
Work Item Types
Published May 30th, 2025 by Keith Winhall
A work item is a generic container for tasks and requests. Different types of work items can be configured, such as tickets, tasks, callback requests, etc. A work item acts as a new medium alongside phone calls, emails, and web chats. It can be created manually by a user in the Portal or Client, or automatically from an email or external source. Cre
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.
Text Blocks
Published March 3rd, 2025 by Keith Winhall
Text Blocks are designed to standardise 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
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
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
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
Users
Published May 15th, 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 Halo system. External users are typically granted access solely for address book creation. Terminology: From this point forward, the term User includes Guests and Externa
Language Routing Example
Published May 30th, 2025 by Keith Winhall
Language routing is a combination of Skill-Based Routing and language selection within the call flow. Without language routing, additional call flow elements are needed, such as Clock and Router modules for each language. In this example, a Contact Centre offers callers the option to speak with English, Welsh or German-speaking Agents. To accommodat
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 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 with em
Supervisors
Published May 15th, 2025 by Keith Winhall
To access the supervisor portal, a user must be assigned supervisor permissions. Create a new supervisor Navigate to Resources > Supervisors. Click ‘Add’ From the side panel, select one or multiple users and click ‘Add’. Once added, click on the user again to display the supervisor permissions configuration window as shown below. Supervisors Perm
Router Abandoned 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
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 rep
Wallboards
Published May 22nd, 2025 by Keith Winhall
The Wallboard is a web-based wallboard and can be started from an up to date browser (Edge/Chrome/Firefox). Create a new wallboard Before you create a new Wallboard make sure a User is defined for Wallboard usage. Click in the left pane Explorer on Resources / Wallboard /Wallboards; The existing Wallboards are displayed. To create a new Wallboard, c
Email Overview
Published May 29th, 2025 by Keith Winhall
Email Module Overview The Email Module in Cirrus Halo lets your contact centre manage customer emails just like any other channel — quickly, clearly, and with full visibility. It takes care of routing, tracks response times, and can send automatic replies to confirm receipt or handle simple requests. ✅ The Email Module must be licensed and enabled b
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
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
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
Two Skills Routing Example
Published May 30th, 2025 by Keith Winhall
In the previous Travel Agency example, calls were routed using a single skill. In this expanded setup, calls are routed based on two skills, allowing callers to choose both a language and a holiday region. Updated Call Flow A new Menu is introduced for language selection before the region selection. Callers must select either English or French. Afte
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
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
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
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
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
Call Quality Analysis
Published March 31st, 2025 by Keith Winhall
Report Example Overview The Call Quality Analysis report shows the technical MOS (Mean Opinion Score) for all calls made during the selected period.Think of MOS as a simple score for how clean or glitch-free the audio was. Higher score = better call quality. Every call uses several voice connections. For example, a standard answered routed call
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
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
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
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
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
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 & be in the ‘Available’ status. Supervisor Initiated Assistance Log in to the Web Client as an agent and ensure you ar
Adhoc Messages
Published May 29th, 2025 by Keith Winhall
Ad Hoc Messages Module Overview The Ad Hoc Messages Module allows configurable prompts to be inserted into the call flow. Functionality Prompts can be assigned via the Edit link to another module. After playing a prompt, the system pauses the call for the configured delay. If the caller hangs up during the delay, the IVR call is marked as abandoned
Prompts
Published May 29th, 2025 by Keith Winhall
Prompts Module Overview The Prompts Module allows Halo to play pre-recorded audio announcements within a call flow. Prompts form the dialogue structure, guiding callers with relevant instructions, such as: "For operator, press zero." "Good morning, you have dialled..." ✔ Prompts can be recorded as human voice files or generated via Text-to-Speech (
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 organised into several sub-tabs, and if a call is recorded, you can listen to the recording. Interaction Types Phone Tab: All
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
User Applications
Published May 29th, 2025 by Keith Winhall
User Applications Module Overview The User Applications Module allows for custom functionalities within a call flow, enabling tailored responses through either backend code (server-based) or script-based execution. Configuration & Licensing ✔ Requires a Runtime Halo Customer Program License ✔ Determines call routing based on return codes from th
Call Flow
Published May 22nd, 2025 by Keith Winhall
Clicking the Call Flow icon shows the currently configured call flows in a tree view format. Clicking buttons Collapse or Expand, collapses or expands the tree view. Expand/collapse individual flows by clicking the small arrow in front of the item or right-click to expand that node completely. Clicking on a module opens the selected module edit win
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
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
End Calls
Published May 29th, 2025 by Keith Winhall
End Calls Module Overview The End Calls Module allows Halo to disconnect a call automatically, without requiring an agent’s involvement. Calls can be terminated with or without a message to the caller. Common Use Cases Informing callers when a department is closed. Disconnecting calls after playing a closure announcement. Providing specific disconne
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
Qualifiers, Web resources & Text blocks Tabs
Published May 29th, 2025 by Keith Winhall
Qualifiers The Qualifiers section allows you to configure non-global Qualifiers that agents working under this Router can use. Usage & Functionality Qualifiers help categorise calls based on specific criteria. They are unique to this Router rather than being applied globally. Agents assigned to this Router can use these custom Qualifiers for rep
Halo Version 25.22 to 25.44
Published November 17th, 2025 by Keith Winhall
Overview This update cycle brings Halo forward across the board: cleaner agent tools, tighter Microsoft 365 integration, richer reporting, and major reliability upgrades.From release 25.22 to 25.44, Halo introduced more than 200 refinements — most of them small but powerful changes that make contact centres smoother to run. If you manage Halo for yo
Thresholds Tab
Published May 29th, 2025 by Keith Winhall
The Router Thresholds section allows you to define trigger points for alerts that indicate attention levels (orange) or action levels (red). These alerts appear on the Wallboard or in the Supervisor interface. Threshold Indicators & Conditions Service Level Threshold (%) – Values below this percentage will be marked orange/red. Queue Length Thre
Navigating the Menu Bar
Published February 7th, 2025 by Keith Winhall
Note Depending on your speicifc configuration set by Cirrus and your ayatem administrators, you may not see all of the below options. Profile Click the profile icon to update: Upload a profile picture Credentials Office information Home information Favourites You can mark contacts as favourites so they are quick to access. You can create your own
Menus
Published May 29th, 2025 by Keith Winhall
The Menus module enables callers to make selections based on their required department, service, language, or other preferences. Each menu contains multiple menu items that can be chosen by pressing a key, which generates a DTMF tone. There are three types of menus: 1. Regular Menu The Regular Menu offers more flexibility than the Option Menu, allow
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
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
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
Client Settings
Published May 30th, 2025 by Keith Winhall
Here, you can define settings for both the Supervisor portal and the agents' Web Client dashboard. Supervisor Settings The following settings apply to Supervisors and are in addition to the defined Supervisor account restrictions. Setting Value Hide agent columns By default, all agent columns are visible in the monitoring tab. You can hide one or mo
June 2025 Release Notes
Published May 28th, 2025 by Keith Winhall
New Features Website Integration for Knowledge Base – Phase II Administrators can now import content from designated websites and URLs to automatically generate knowledge base articles for organisational use. This enhancement enables the AI agent to leverage consolidated information from these sources to provide faster, simpler, and more cost-effe
How to Set up Call Backs
Published February 17th, 2025 by Keith Winhall
Callbacks sound simple… until you try to set them up. Then suddenly you’re knee-deep in queues, routing rules, and customers who definitely don’t want to “please hold”. This guide cuts through the noise and shows you how to set up Halo callbacks the clean, easy way, so your customers get their call back, your agents stay sane, and nobody’s stuck lis
Groups Tab
Published May 29th, 2025 by Keith Winhall
Tab Groups – Assigning Agents to the Router The Tab Groups section allows you to assign Agent Groups to a Router so that the agents within these groups can receive routed calls. The system can automatically expand or reduce the number of active agents based on queue conditions. Assigning Agent Groups Click Add to assign Groups from the dropdown list
Secretary Function
Published June 30th, 2025 by Keith Winhall
The Secretary feature in the Cirrus Web Client allows designated users to manage the availability settings of colleagues. If this feature has been enabled for your account, you have the ability to update the status, custom message, and status duration of other users within your organisation. Note for Administrators: The secretary option is enabled i
Logging In & Out
Published May 13th, 2025 by Keith Winhall
Logging in to the administrator portal Open a supported web browser (See Customer Pre-Requisites) Navigate to the web client address. https://<portal name>.cirrusconnects.ai/administrator There are two options for how to log in: Login with Microsoft: If Cirrus has configured single sign-on on your behalf, click the ‘Login with Microsoft’ butto
Cirrus Halo and Emergency Service Calls
Published November 3rd, 2025 by Keith Winhall
UK emergency services use various geo-location identifiers to assess the location of callers requiring assistance. The historical approach was to identify a caller's physical location using information sent from the local exchange.With the growth of VOIP and cloud-based services (eg CCaaS), this is no longer possible as only users remaining on tradi
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
Home Page
Published April 8th, 2025 by Keith Winhall
From within the Home page, users can see an overview of their billing information. The page is divided into two main areas. Within the upper section of the Home page users are able to see headline information relating to their current unbilled usage. This relates to Monthly and Daily Billing Periods, which are not hidden. In Addition to the Net Val
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
Manage | Numbers
Published April 8th, 2025 by Keith Winhall
A list of all telephone numbers registered against the user’s account can be viewed on the Manage page. Numbers are listed within the main grid and include information such as any associated User Name, Department, Description, Cost Centre, Username or Site Ref. The Search field, located at the top of the grid makes it easy for the user to
November 2025
Published November 25th, 2025 by Keith Winhall
Release Date: 8 December 2025Published: 26 November 2025 This month is all about making life easier for agents, admins, and anyone keeping customer conversations flowing. More control, less faff. Let’s get into it. New Features New — WhatsApp Coexistence You can now run the WhatsApp Business App and Cirrus Digital side-by-side on the same WhatsApp
August 2025 Release Notes
Published August 7th, 2025 by Keith Winhall
New Features Spam Listing Management via API Developers can now add users to a spam list through the API, allowing specific communication channels to be blocked. This enhancement enables external systems to manage spam controls and user blocking more efficiently. Enhancement Upgrade to Google Analytics 4 (GA4) Support managers can now leverage G
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
How to Set up Priority Routing
Published May 13th, 2025 by Keith Winhall
Overview Priority Routing enables Cirrus Halo to handle calls based on their importance rather than the simple order of arrival.By assigning priority levels to calls or channels, you can ensure that urgent, VIP, or business-critical contacts are answered first, while still maintaining fair queue behaviour. What Is Priority Routing? Priority Routing
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
Manage | Cost Centres
Published April 8th, 2025 by Keith Winhall
Cost Centres can be viewed, added, edited, and deleted under the Manage page. The main portion of the page will display as list of all existing Cost Centre Names, including the associated Email Address, and Notes Section. Create a New Cost Centre Selecting the New Cost Centre button will present the user with the New Cost Centre window. This all
Webchat Handling
Published February 24th, 2025 by Keith Winhall
Once webchat is integrated into the Cirrus 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: Retrieve
Business Continuity Options for Cirrus Halo
Published October 7th, 2025 by Keith Winhall
Cirrus Halo includes several Business Continuity Plan (BCP) options designed to minimise disruption and maintain service during outages or technical incidents.The options below outline the standard BCP configurations available across all Cirrus Halo environments. Please refer to your organisation’s individual BCP plan document for details of which o
Create an Email Account
Published May 29th, 2025 by Keith Winhall
Creating an Email Account in Halo The Email Account Module allows Halo to handle incoming emails, route messages to agents, and monitor response times. ✔ Only visible if licensed and enabled in the Halo Management Console. 1. Access Email Accounts Navigate to Explorer Pane > Email > Accounts. View existing Email Accounts. 2. Adding a New Email
Getting Started
Published April 7th, 2025 by Keith Winhall
Welcome to the Cirrus billing platform's ‘Getting Started’ guide. Please follow the steps below to log into the Cirrus billing platform for the first time. The end user will receive an activation email. Click the Activate button. Once clicked, you will be directed to the Activate Account page and prompted to create your own unique password. Your pas
Navigation and Profile Management
Published April 7th, 2025 by Keith Winhall
Once logged in, users can navigate around the portal via the left-hand side menu. Selecting a menu item will refresh the page and display the relevant information in the main portion of the screen. At the bottom of the navigation menu, users can select their username and do one of the following: View and amend their Profile. Sign Out. Selecting Pro
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
Supervisor Overview
Published February 26th, 2025 by Keith Winhall
The Cirrus Halo Supervisor application is a dedicated tool for supervisors/managers to support them in their day-to-day operations, specifically regarding communication and the accessibility of their departments and teams. Typical Supervisor responsibilities are: Monitoring the department / Contact Centre Managing their employees (Users/Guests and
How to Bulk Update Users Passwords
Published November 26th, 2025 by Keith Winhall
Users in Halo can be bulk imported and passwords updated if Active Directory has not been enabled/configured. The steps below explain how. Step 1: Amend CSV Separator For imports into Halo, the CSV values need to be separated by a semicolon rather than the standard comma. To amend this, you need change the following setting in Windows: Go to Window
Groups
Published May 15th, 2025 by Keith Winhall
There are different types of groups Agent groups User groups Manager groups Extension groups Users, Agents or Extensions that are in the same group can pick up calls from other group members. Agent groups Agents are organised via Groups to be able to receive routed calls. The Group must be assigned to a Router. In the left-hand Explorer pane, naviga
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
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
Service Routing Example
Published May 30th, 2025 by Keith Winhall
In this example, a Travel Agency provides customers with three distinct services: Flight Information Cancelling Flights Booking Holidays To ensure smooth call handling, three dedicated numbers are announced: Dial 100 for Flight Information. Dial 200 for Cancelling Flights. Dial 300 for Booking Holidays. When a caller selects a service: Calls for Fli
Virtual Assistant Configuration Guide
Published May 29th, 2025 by Keith Winhall
The Virtual Assistant Module provides intelligent call handling by recognising speech input and routing interactions accordingly. Configuration settings define how the assistant responds, directs conversations, and manages user queries. 1. General Configuration Setting Description Name The instance name of the Virtual Assistant. Intro Prompt The gre
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
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
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.
Create Email Rules
Published May 29th, 2025 by Keith Winhall
The Email Rules Module allows Halo admins to define how incoming emails are handled, ensuring proper routing, filtering, and response management. ✔ Each Email Account must have at least one Email Rule to determine routing.✔ Rules are checked in ascending order—a Condition = None rule must be last to avoid catching unintended emails. 1. Access Email
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/supervisor 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 requ
Clocks
Published May 29th, 2025 by Keith Winhall
The Clock module is designed to redirect calls based on the current date, weekday, and time. By configuring multiple clocks, specific schedules can be defined for each department. There are two permanent system clocks: Day/Night Clock – Used in the Halo Management Console’s trunk settings to determine which numbers can dial during day or night hours
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
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
Outbound Services
Published May 29th, 2025 by Keith Winhall
Outbound Services Module Overview The Outbound Services Module enables Halo admins to generate automated outbound calls or announcements, extending its capabilities beyond an inbound call centre. Types of Outbound Services System-Created Outbound Services (no license required) User-Created Outbound Services (license required) System-Created Outbound
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 system licenses over the specified report period. By analysing this report, supervisors can ensure that licenses are being used efficiently and i
Alerts | Number Lists
Published April 8th, 2025 by Keith Winhall
Number Lists can be created for use with Advanced Alerts. Number Lists are lists of saved Called Numbers that can be used with Advanced Alerts. The Number Lists page is divided into two sections, Lists [Section 1] and Numbers in List [Section 2]. Note: Only users with a Restriction Type of Unrestricted and Enable Customer Alerts selected, within t
External Contacts
Published May 22nd, 2025 by Keith Winhall
External contacts in Resources provides a full list of every contact the Cirrus Connect system has received. Clicking on an entry allows the admin to add customer information as shown below.
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
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
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 system. This report helps in monitoring login activity, tracking unauthorised access attempts, and ensuring system security. Access Requirements The Login Log Report is only available to supervisors with 'S
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
Routers
Published May 29th, 2025 by Keith Winhall
Router Module Overview The Router Module efficiently distributes calls among groups of Agents, ensuring intelligent call handling and optimised resource allocation. In many cases, a Router serves as the final destination in a call flow, managing incoming calls and directing them to available agents. Key Features: Adjustable Queue Management – When a
Identifications
Published May 29th, 2025 by Keith Winhall
Identifications Module Overview The Identifications Module allows callers to be recognised using stored database information. Identified callers can be routed through a specific call flow or excluded from certain services based on predefined criteria. Advantages of Caller Identification Identification enables organisations to: Track call volumes per
How to find your Halo version
Published November 17th, 2025 by Keith Winhall
Improvements, updates and features are constantly being brought to Cirrus Halo. You can find which version of Halo you are on, as shown in the following sections for administrators, supervisors and agents. Note that there are no differences in version across the different portals. Administrator Interface Supervisor Interface Webclient
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
July 2025 Release Notes
Published July 1st, 2025 by Keith Winhall
New Features Enhanced Triggers, Conditions, and Actions in Rules The Rules module has been expanded with new triggers, conditions, and actions to support a broader range of business scenarios and operational workflows. These improvements provide greater flexibility, wider coverage of use cases, and stronger alignment with organisational requiremen
Public Holidays
Published May 29th, 2025 by Keith Winhall
Public holidays can be imported under Clock > Closed Exceptions. In this tab, you can define public holidays and customer-specific holidays that recur annually. Different holiday schedules can be configured for each country. In order for UK public holidays to be automatically updated, ensure your public holidays are configured as per the below. A
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
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/Adding 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 bo
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.
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
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
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
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
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
User Status and Availability
Published May 13th, 2025 by Keith Winhall
The status of a user or agent plays a crucial role in determining their availability within Halo. Agents must be set to Available in order to be included in routed call distribution. The Router call flow element manages the allocation of routed calls and can automatically update an agent’s status. For example, if an agent fails to answer a routed ca
Routers Tab
Published May 29th, 2025 by Keith Winhall
Queueing Operator Queue Settings Is Operator Queue – Defines whether the Router is configured for operator functions. Note: To allow agents to park a call or email, ensure a Router with the Park function is available. Assign the appropriate agent group to this Router. Operator Queue Type – If Operator Queue is selected, define the type of Operator
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
Email accounts
Published March 3rd, 2025 by Keith Winhall
Email messages that enter Halo 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 account (1)
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
Transfers
Published May 29th, 2025 by Keith Winhall
Transfer Module Overview The Transfer Module allows calls to be sent directly to a predefined extension without human intervention. Transfers can be routed to an internal extension, operator, or external destination. Types of Transfer Blind Transfer – The system dials the specified number and transfers the caller without monitoring whether the desti
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 Halo 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 applicat
WebChat channels
Published May 29th, 2025 by Keith Winhall
WebChat Module Overview The WebChat Module allows Halo admins to define and manage WebChat channels that route conversations to a specific Router. ✔ Specific settings are configured in the Halo Management Console managed by Cirrus. Creating a WebChat Channel Navigate to Explorer Pane > WebChat Channels. Click Add to create a new WebChat Channel.
Virtual Assistants
Published May 29th, 2025 by Keith Winhall
Virtual Assistant Module Overview The Virtual Assistant Module enables intelligent conversation handling at the start of a call flow, responding to speech input dynamically across various media, including phone calls, webchat, and text interactions. Functionality & Examples A Virtual Assistant can be used as an open-question menu, allowing calle
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
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 system if they ha
Installing WebClient as an App
Published May 28th, 2025 by Keith Winhall
The Halo WebClient can optionally also be installed as a Progressive Web Application (PWA) on your computer. A shortcut can be created on the computer's start menu. In addition, the application can serve as the default phone app, as a clickable phone number is available on a website or in another program. The installation option is available once y
IVRs
Published May 22nd, 2025 by Keith Winhall
Media Channels and IVR Routing Media Channels refer to the dialled numbers that are routed from the PBX or SIP trunk to Halo. Based on the number dialled, the PBX directs the call to the Halo platform, where the call flow begins with an Interactive Voice Response (IVR) module. Each IVR consists of one or more IVR channels, with each channel represen
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,
One Skill Routing Example
Published May 30th, 2025 by Keith Winhall
A Travel Agency is establishing a Contact Centre to assist customers with holiday arrangements. At the Contact Centre, 10 Agents handle inquiries about five holiday regions: Europe Asia Australia America Far East These regions are created as Skills, with each Agent assigned responsibility for at least one region. See the article Two Skill Routing Ex
Adding a New Agent in Cirrus Digital
Published January 16th, 2025 by Keith Winhall
How to Add a New Cirrus Digital Agent / User 1. Navigate to your Cirrus Digital interface and then go to Settings > Agents and click on + Add New Agent at the top corner of the screen. 2. Fill in the information in the dialogue box (mandatory fields are marked with an *). Click Add New when done. Note: a. Once the new agent is in the system,
Web Resources
Published May 30th, 2025 by Keith Winhall
If your Agents often need information from certain websites, you can simplify their workflow by providing shortcuts to these websites within the Cirrus Professional Client. This feature in Halo is called Web Resources. You can specify shortcuts to a selection of websites. Create a new Web Resource Click in the left pane Explorer on Settings > Web
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
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
Extensions
Published May 13th, 2025 by Keith Winhall
You can distinguish different Extensions: Local Extensions are physical phones on the local PBX 3rd party Extensions can be physical or virtual extensions on a 3rd party PBX Remote Extensions are typically endpoints like mobiles and desktop DDI's Virtual numbers are not related to a physical device Users can log in on Extensions, 3rd party Extensio
How to set up an Agent in Cirrus Halo
Published October 10th, 2025 by Keith Winhall
Agents are a special kind of User; in this role, they can receive and handle routed interactions. How to set up 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 bott
Departments
Published May 14th, 2025 by Keith Winhall
Departments can be used to group teams of users together for easier admin purposes. If Azure Active Directory has been enabled, the departments are automatically synced, so there is no need to manually create them. Departments are used for organising users and reporting using the Department Performance Analysis report. They do not directly affect ca
How to Build a Call Flow in Cirrus Halo
Published October 13th, 2025 by Keith Winhall
A call flow is the map your customer calls follow — from the moment the phone rings to when the call ends or gets transferred. You design the journey so every caller reaches the right place fast. Think of it as connecting Lego blocks: each block (or module) does one job — like playing a greeting, routing a call, or ending it. Linking these modules t
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 Halo server. Super
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 system during the selected report period. It tracks actions performed through the Supe
How to Set Up Skills Based Routing
Published May 13th, 2025 by Keith Winhall
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 Ro
Cirrus Digital 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
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
Advanced TTS with Google SSML
Published July 21st, 2025 by Keith Winhall
Admins can use SSML — a lightweight markup language — to enhance prompt voice output. Here's how you can leverage SSML tags to add richness and control: 1. Pause and pacing control with <break> Short pause: <break time="500ms"/> Longer pause: <break time="2s"/> Useful for emphasising sections: <speak>Your case is currently on
Alerts | Advanced Alerts
Published April 8th, 2025 by Keith Winhall
Advanced Alerts, set against all Numbers, can be viewed, added, edited, and deleted under the Alerts section. In this section a user can set up Advanced Alerts based on various usage criteria. This type of Alert is matched on user defined criteria. Users can create as many Alert configurations as they would like. Note: Only users with a Restrictio
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 Halo. External users are typically granted access solely for address book creation. Terminology: From this point forward, the term User includes Guests and Externals. Key Fea
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
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
Custom Statuses Tab
Published May 29th, 2025 by Keith Winhall
In the tab Custom Statuses, you can specify non-global Custom Statuses to be used by Agents working for this Router. Click ‘Add’ to select any available custom statuses from the drop-down selection.
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
Notes & Contact History
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 ente
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
Mailboxes
Published May 29th, 2025 by Keith Winhall
Mailbox Module Overview The Mailbox Module allows callers to leave a voice message, ensuring accessibility outside of normal operating hours or in specific scenarios. Common Use Cases Handling calls outside opening hours. Offering voicemail as an option in a Regular Menu. Managing high call volume during rush hours when queue wait times become exces
Manage | Departments
Published April 8th, 2025 by Keith Winhall
Departments can be viewed, added, edited, and deleted under the Manage page. The main portion of the page will display as list of all existing Department Name, including any associated Notes. Create a New Department Selecting the New Department button will present the user with the New Department window. This allows the user to create a Department
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
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
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
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
May 2025 Release Notes
Published April 29th, 2025 by Keith Winhall
New Features Free Text in WhatsApp Campaigns Content leaders can now send free-form WhatsApp messages to customers with unlocked conversations (i.e., within 24 hours of the customer's last message) as part of a campaign. This allows for more personalised communication without the need for a pre-approved template, helping reduce costs. These messag
Agents
Published May 15th, 2025 by Keith Winhall
Agents are a special kind of User; in this role, they can receive and handle routed interactions. In order to handle routed calls, the User must be assigned the Agent role, and the Agent must be assigned to an Agent Group. Creating an Agent Navigate to Resources in the left menu, then select the Agents tab. Click the Add button at the top. A new win
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
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