A dynamic contact management system is provided for managing customer contacts in a customer service center and dynamically determining which actions to take—or which actions are permitted to be taken—with respect to customer contacts. The system can process data regarding attributes of an agent or group of agents, and generate scores to use in making the dynamic determinations. Based on the scores, the system can temporarily authorize agents to perform actions that they would not otherwise be authorized to perform, assign customer contacts to agents who are most likely to resolve a contact in a satisfactory manner, generate dynamic comparisons of agents, and the like.