a call - management method and system for distributing calls to agents , wherein each agent has a profile , e . g ., defining agent skills , efficiency , etc . the call center management system implements an algorithm for selecting an agent to receive a call to optimize caller utility , call center efficiency , and agent training . therefore , the algorithm does not seek to necessarily route a call to the agent having the skill set most suited to the call ; rather , the call may be routed to an agent who needs experience in the area of the call , and thus serves as a training exercise . skilled agents may be made available to shadow the training agent when available .