System and method for managing resource selection in an enterprise

A computer-implemented method for selecting at least one resource for one or more communication sessions in an enterprise, the method comprising:

• monitoring one or more parameters of at least one communication session from at least one customer;
• storing the one or more monitored parameters in one or more databases;
• computing by a processor at least one connection score for the at least one customer with each of a plurality of resources based on a degree of separation between the at least one, customer and each of the plurality of resources, determine the degree of separation between a first customer and a resource, wherein the degree of separation is determined to be one, when a second customer is a common friend of the first customer and the resource;
• selecting at least one resource from the plurality of resources based on the at least one computed connection score;
• and routing the at least one communication session to the at least one selected resource.

A computer-implemented method for routing at least one communication session to at least one resource in an enterprise, the method comprising:

• monitoring one or more parameters of the at least one communication session from at least one customer;
• storing the one or more monitored parameters in one or more databases;
• computing by a processor at least one connection score for the at least one customer with each of a plurality of resources based on a degree of separation between the at least one customer and each resource, determine the degree of separation between a first customer and a resource, wherein the degree of separation is determined to be one, when a second customer is a common friend of the first customer and the resource;
• selecting at least one resource from the plurality of resources based on the at least one computed connection score;
• and routing the at least one communication session to the at least one selected resource.