13. The apparatus of claim 5 , wherein the second tag cloud includes agent scores associated with factors pertaining to the social media posting.
5. An apparatus comprising: a memory storing a customer database of customer identities; and a controller configured to access a social media posting based on a customer identity retrieved from the customer database, and configured to calculate routing information for selecting a customer service agent from among a plurality of customer services agents based on the social media posting and inputted customer information, wherein the routing information is calculated according to a tag cloud based matching algorithm including at least two tag clouds, wherein a first tag cloud of the at least two tag clouds includes one or more factors pertaining to the social media posting, and wherein a second tag cloud of the at least two tag clouds includes one or more factors pertaining to agents of the plurality of customer services agents.