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.
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. 7. The method of claim 1 , wherein the confidence of translation is based on one or more of: a type of work, a severity of a customer problem, a problem description, a problem complexity, a customer identity, a customer information, a product information, a component information, an additional skill of an agent required, a language required, a contract term and condition, and a criteria of responses required.