Method and apparatus for determining an on-hold queue position of a call

A non-transitory computer-readable storage medium storing instructions that, when executed by a computing system, cause the computing system to perform a process for determining a queue position of a call for a user, the process comprising:

• receiving, at an enterprise, the call from a user device associated with the user;
• receiving, at the enterprise, sensor data associated with the user device from one or more sensors associated with the user, the sensor data being indicative of one or more of:
• a traffic accident state of the user, a distress state of the user, a physical location of the user, a weather state for an area of the user, or any combination thereof;
• determining a weighted level of importance associated with the call based on information associated with the user device and the received sensor data;
• comparing the weighted level of importance to at least one weight threshold;
• and
• based on the weighted level of importance meeting or exceeding the at least one weight threshold, determining a position in an on-hold queue for the call or decreasing a wait time for the call.

A computing system for determining a queue position of a call for a user, the computing system comprising:

• one or more processors;
• and
• one or more memories storing instructions that, when executed by the one or more processors, cause the computing system to perform a process comprising:
• receiving, at an enterprise, the call from a user device associated with the user;
• receiving, at the enterprise, sensor data associated with the user device from one or more sensors associated with the user, the sensor data being indicative of one or more of:
• traffic accident state of the user, a distress state of the user, a physical location of the user, a weather state for an area of the user, or any combination thereof;
• determining a weighted level of importance associated with the call based on information associated with the user device and the received sensor data;
• comparing the weighted level of importance to at least one weight threshold;
• and
• based on the weighted level of importance meeting or exceeding the at least one weight threshold, determining a position in an on-hold queue for the call or decreasing a wait time for the call.