Can someone tell me what the field 'ROLE' does on Avaya CMS?

I've checked help but it only list the various values, rather than how this feature works.

I'm hoping that I can get a quick response from this forum!

I dont have a very clear definition. But of what I know ROLE refers to the type of agent.

For example an agent may have his ROLE set as Backup, and another's ROLE might be set to Standard or Top. When a call comes in, the priority goes to Top and then to Standard and last to Backup.

Its a way of prioritizing agents based on how good they are or even new people who are just out of training so that they get lesser calls (when everybody else is busy)

Sabu Paul
Team Leader
Ops Analytics Team
ICICI OneSource
Bangalore