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. <EOS>