The more advanced systems monitor for customer irritation while the customer is "on hold". It is quite possible to skip the line by fitting the profile of a really irate customer. While saying "agent" would put one into a standard queue, saying "<f-word> agent" does magic on some Verizon, ATT, Comcast and Optimum CS or billing numbers.
I look forward to the day that this trick is so ubiquitous it loses all value, and the companies lose all ability to manage people via queue, and have to come up with a system that possibly involves people communicating with people in a timely fashion.
The more advanced systems monitor for customer irritation while the customer is "on hold". It is quite possible to skip the line by fitting the profile of a really irate customer. While saying "agent" would put one into a standard queue, saying "<f-word> agent" does magic on some Verizon, ATT, Comcast and Optimum CS or billing numbers.