38 Contact Center ManagerUnderstanding and planning your scripts Standard 8.04Script building blocksScripts contain the instructions that tell Contact Center Manager how to processincoming contacts. These instructions consist of commands, scripting keywordsand parameters (some of which are optional), and expressions.CommandsCommands perform distinct functions. For example, scripts route a contact to aspecific destination, play music or recorded announcements, or disconnect acontact. Commands consist of combinations of intrinsics, constants, variables,and expressions.IntrinsicsIntrinsics are words or phrases that you use in scripts to represent a value or a setof values about the Contact Center Manager system. Intrinsics contain system-wide information about skillsets, agents, time, and call traffic. Use intrinsics toaccess system information, which is then used in formulas and decision-makingstatements.ExampleIn the following section of a script, the intrinsic AVERAGE SPEED ANSWERchecks whether contacts are answered more quickly, on average, by the supportskillset than by the service skillset. If they are, incoming contacts are queued tothe support skillset.IF (AVERAGE SPEED ANSWER support_sk < AVERAGE SPEED ANSWERservice_sk) THENQUEUE TO SKILLSET support_skWAIT 2END IF
