Hi, I'm working on skill based routing. We are using Avaya 11. Wanted to know if there would be any difference in call routing if same skill is being assigned at a different level for two agents handling same calls from same skill.

Eg:
There are two agents A and B and skill 23(Queue skill) and 500(Etalk Recording skill).
Now the question is would there be any change in call selection for A and B
a) If I skill agent A on 23 at level 1 and 500 at level 2(Skill 23 is Top skill)
b) If I skill agent B on 23 at level 2 and 500 at level 3(Skill 23 is top skill and only change is here from (a) is that both skill are one level down and there is no level 1 in (b) )

Appreciate any inputs from gurus of call center.

Thanks

Agent A would answer calls before agent B in both skills

AAvaya looks for available agents based on skill level first,
e.g.

An available level 1 agent will always take a call ahead of a Level 2 agent even if a level 2 agent has been waiting longer.

There are some exceptions if you use direct agent calls

Thank you Scott..