Agent proficiency levels indicate how skilled a call center agent is in handling a particular type of call, in comparison with the other agents. For example, an agent may have level 10 proficiency in communicating with callers whose first language is one other than English and which the agent speaks more fluently than anyone else in the call center. Accurately establishing proficiency levels in the system helps ensure that callers are connected to the individual agents who are best equipped to help them achieve the purpose of their call.