Abstract: Embodiments described herein provide an efficient multi-dimensional routing algorithm that takes into account decision factors including but not limited to skills of the agents, a channel to be used for a particular contact, personal preferences and other contact specific information, a balance between inbound and outbound contacts, the relative expense of agents for a particular contact, etc. This routing algorithm can be adapted to handle mandatory conditions as well as soft conditions. Each of the various possible conditions can be weighted by the entity implementing the contact center based on a relative importance of the factor to that entity. Embodiments can also include a set of analytics that provides insight into the correlation between the decision factors and desired outcomes which can be used, for example, for proper tuning of the algorithm based on an adjustment of the weight applied to these various factors.