A method for routing in a contact center system comprising: measuring and/or estimating, by at least one computer processor communicatively coupled to and configured to perform operations in the contact center system, agent performance of a first agent based on call data of the first agent, the first agent having a first amount of call data, wherein measuring and/or estimating the agent performance of the first agent comprises combining, by the at least one computer processor, a measure of agent performance of the first agent and mean agent performance, wherein the combination is weighted based on a relative amount of call data of the first amount of call data compared to a second amount of call data, measuring and/or estimating, by the at least one computer processor, agent performance of a second agent based on call data of the second agent, the second agent having the second amount of call data, ranking, by the at least one computer processor, the first agent and the second agent based on a comparison of the measured and/or estimated agent performance of the first agent and the measured and/or estimated agent performance of the second agent, matching, by the at least one computer processor, a caller with one of the first agent and the second agent based on the ranking, wherein the caller is held for a predetermined time for a best matching agent, being one of the first agent and the second agent based on the ranking, to become free and then matched and routed to a closest matching agent, being the other one of the first agent and the second agent based on the ranking, and wherein the measured and/or estimated agent performance is handle time. measuring and/or estimating, by at least one computer processor communicatively coupled to and configured to perform operations in the contact center system, agent performance of a first agent based on call data of the first agent, the first agent having a first amount of call data, wherein measuring and/or estimating the agent performance of the first agent comprises combining, by the at least one computer processor, a measure of agent performance of the first agent and mean agent performance, wherein the combination is weighted based on a relative amount of call data of the first amount of call data compared to a second amount of call data, measuring and/or estimating, by the at least one computer processor, agent performance of a second agent based on call data of the second agent, the second agent having the second amount of call data, ranking, by the at least one computer processor, the first agent and the second agent based on a comparison of the measured and/or estimated agent performance of the first agent and the measured and/or estimated agent performance of the second agent, matching, by the at least one computer processor, a caller with one of the first agent and the second agent based on the ranking, wherein the caller is held for a predetermined time for a best matching agent, being one of the first agent and the second agent based on the ranking, to become free and then matched and routed to a closest matching agent, being the other one of the first agent and the second agent based on the ranking, and wherein the measured and/or estimated agent performance is handle time.