Disclosed are systems and methods for routing inbound communications at call centers in order to enhance customer experience and call center agent efficiency. In order to effectively route communications, customer service call types and one or more agent performance rates responding to said customer service calls are analyzed in order to determine which one or more call center agents should be routed which specific customer service call type. Additionally, tools are disclosed for analyzing call center agent performance rates and assigning call center agents to service specific customer service call types.