Methods and systems for managing customer-encountered issues are disclosed. To manage the customer-encountered issues, a multiphase optimization process may be implemented to select a service agent to resolve each customer-encountered issue. The multiphase analysis may include a process of identifying service agents qualified to attempt to resolve each customer-encountered issue. The multiphase optimization may also include a process of ranking the qualified service agents based on their past performance and experience. The multiphase optimization may also include a process for estimating the likelihood of each of the qualified service agents resolving each customer-encountered issue within prescribed goals.