1. A method for assigning work in a customer support environment, the method comprising the computer-implemented steps of: receiving a customer communication in a first language; detecting a shortage of agents having the first language as a primary language; translating, in response to the shortage of agents, the customer communication into a second language; calculating a translation score based on a confidence in the translation, the confidence in the translation being based on a technical content of the customer communication; obtaining a set of agents, each agent in the set of agents being a person that has a language proficiency in at least one of the first language or the second language and has a language proficiency score associated with the language proficiency, the language proficiency score being based on a measure of an ability of each agent to communicate in the first language or the second language and a technical skill set of each agent associated with a technical area of the customer communication, and each of the first language and the second language being natural languages; calculating, for each agent, an associated confidence factor by combining the language proficiency score for the agent and the translation score; generating a threshold confidence factor curve comprising a first curve, having a first rate of decrease over a first wait time period of the customer communication, and a second curve, having a second rate of decrease over a second, subsequent wait time of the customer communication, the second rate of decrease being greater than the first rate of decrease and the threshold confidence factor curve being based on a priority of the customer communication; and assigning, at a time, the customer communication to one of the set of agents to respond to the customer communication in a selected language based on the associated confidence factor being greater than the threshold confidence factor curve at the time.