CALL PROFILE
A call profile is a set of skills from one or several skill domains to be associated with customer parameters (required call profile) and statistical pilots.

Call profile number
Call profile index number.

Name
Name given to the call profile.

Skill List
List of the skills to be defined in the call profile.

Skill Number
Number of the skill in the list.

Expertise level
Knowledge level.
9: senior expert
8: expert
.....
1: beginner

Mandatory
YES: the agent liable to process the call must have the skill to be selected.

Position
This attribute is used to classify skill by preference order.