improving the deployment of human resources in a work environment and particularly in a contact center environment . agents working in a contact center are given different assignments based on their skills and proficiencies . conventional contact centers typically use a static skills resume to evaluate their agents for particular roles . the present invention enables call centers to design customized assessment tools for evaluating their agents . by tailoring the attributes considered important for a particular role , a call center can more accurately , more efficiently , and more easily assess which agents are best - suited for a particular role .