Method and system for estimating call urgency for improved call queue management

Abstract

Methods and systems for estimating call urgency of incoming telephone calls in order to improve call queue management and efficiency with respect to telephone support systems are provided. The method includes: receiving a first incoming telephone call from a first person; determining a geographical location from which the first incoming telephone call is originated; retrieving news information that relates to the geographical location; and assessing, based on the news information, an urgency of the first incoming telephone call. The assessed urgency is then usable for assigning a priority to the first incoming telephone call and determining an order of handling the first incoming telephone call with respect to other incoming telephone calls. The news information may indicate that a natural disaster, a weather event, or a crisis caused by human activity has occurred, and that the urgency is relatively high as a result.