1. A method to assign a service contact from a customer to a service agent, comprising: generating a customer information record from the service contact; producing a result set of eligible service agents by use of the customer information record; sorting the result set of eligible service agents based upon a predetermined criterion, to produce a sorted result set of eligible service agents; assigning a service agent from the sorted result set of eligible service agents, to produce an assigned service agent; monitoring a communication channel for a refusal message from the assigned service agent; and if a refusal message is received from the assigned service agent, then: classifying the assigned service agent as ineligible; and assigning another service agent from the sorted result set of eligible service agents, to produce an assigned service agent.