So, I am working on a call routing problem statement. Call routing here means, when a customer call gets to customer service, custom will be routed to an agent based on the menu options customer selected.
The Problem i have is more complex than that.

Customer info will be location, menu option selected, language from all over the world. The ideal agent should be the one with same language skills, ability to solve the menu option selected.

But the agents are little complex as well, The agents might have more than one language skills and more skilled in ability to solve multiple problem. If a person from US is calling i.e. English, The agent might have skills set of English, Russian. So this person should be targeted if the location is Russia as well based on the agent availability else goes to the other agent with language as Russian.

How should i solve this kind of problem. Lot of the companies uses this but I don’t really know how should i solve it.

Any help or resources is appreciated. Thanks.