In a data processing system coupled for communication to a plurality of agent terminals, a message is received indicating that an agent associated with the agent terminal handled a service request utilizing a skill in which the agent is not indicated as certified by an agent database of the data processing system. In response to receipt of the message, the data processing system updates in the agent database an agent skill record indicative of an amount of utilization of the skill by the agent in handling service requests. The data processing system compares the amount of utilization of the skill by the agent to a threshold. In response to a favorable comparison, the data processing system updates the agent skill record to indicate certification of the agent in the skill. The data processing system performs skill-based routing in a contact center by reference to the agent skill record.