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CCS allows several activities to be defined, each with its own demand graph, and with the qualified agents.
Properties and property values are introduced to define which agent is qualified to do which task. These skills can include a foreign language capability, counseling experience, service experience, or marketing experience. Properties such as gender or seniority, which are not skills per se, can also be used to define who is allowed to perform which task. For example, an agent having worked at the call center for 10 years may be able to work a longer shift without supervision because of past experience, but an agent with one year call center experience may only be able to work when the team leader is present.
In general, the properties and values enable the user to categorize the work force and schedule agents to duties accordingly, therefore, maximizing the skills of the agents and the service to customers.
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