Nortel Meridian Meridian 1 Scripting Manual page 40

Understanding and planning your scripts
Expressions
Contact Center Manager uses expressions to create and compare data. To create
custom calculations for comparing known facts with conditional situations, you
can use mathematical expressions such as addition (+), subtraction (–), division
(/), and multiplication (*); logical conjunctions such as AND, OR, and NOT; and
comparisons such as less than (<), greater than (>), less than or equal to (< =),
greater than or equal to (> =), and not equal to (< >).
Example
In the following section of a script, the number of voice contacts waiting for the
sales skillset is compared to the number of agents logged on to that skillset. In
this case, if the number of voice contacts is three times larger than the number of
agents, the caller is sent an announcement stating that heavy call volumes can
delay providing service to the voice contact.
IF (QUEUED COUNT sales_sk) > (3* LOGGED AGENT COUNT sales_sk) THEN
GIVE RAN long_delay_ran_gv
END IF
Skillsets
A skillset is an area of expertise possessed by an agent or a group of agents that
corresponds to a specific contact type. Skillsets match a contact's specific
requirements with the agents who are best prepared to meet their needs. For
example, if you expect your contact center to receive contacts requesting
information about servicing notebook computers, create a skillset (such as
skillset notebook_service_sk), and assign agents to this skillset who know about
servicing notebook computers.
40
Standard 8.04
Contact Center Manager