2. The method of claim 1 , further comprising the computer-implemented step of determining, in response to the received customer communication, whether an agent having a required proficiency in the first language is available to service the customer communication.
1. A method for assigning work in a customer support environment, the method comprising the computer-implemented steps of: translating a customer communication received in a first language into a second language, the translation having a confidence of translation; obtaining a set of agents, each agent of the set of agents having an associated confidence factor based upon the confidence of translation and a language proficiency of the agent in at least one of the first language or the second language; 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 wait time of the customer communication, the second rate of decrease being greater than the first rate of decrease; and assigning, at a time, the customer communication to one of the set of agents based on the associated confidence factor being greater than the threshold confidence factor curve at the time.