System and method to select a resource in an enterprise

A processor-implemented method for resource allocation in an enterprise, the method comprising:

• storing by the processor the one or more performance indicators for a plurality of resources in at least one database, wherein the one or more performance indicators are associated with one or more work stages related to at least one communication session in the enterprise;
• generating by the processor at least one performance score for each of the plurality of resources based on the one or more performance indicators;
• selecting by the processor at least one resource from the plurality of resources based on the at least one generated performance score associated with the at least one selected resource;
• routing by the processor the at least one communication session to the at least one selected resource;
• and updating by the processor the at least one generated performance score of the selected resource in the at least one database.

A processor-implemented method to manage at least one communication session in an enterprise, the method comprising:

• storing by the processor one or more performance indicators for a plurality of resources in at least one database, wherein the one or more performance indicators are associated with one or more work stages related to at least one communication session in the enterprise;
• generating at least one performance score for each of the plurality of resources based on the one or more performance indicators;
• selecting by the processor at least one resource from the plurality of resources based on the at least one generated performance score associated with the at least one selected resource;
• calculating by the processor performance indicator data values after a completed communication session;
• and updating by the processor the at least one performance score in the at least one database, wherein the at least one database is updated by the processor based on the performance indicator data values calculated from the completed communication session.