Abstract: Methods, systems, and computer program products are provided for estimating wait times for requests. One example method in identifying requests in a queue where each request includes a category, identifying a list of agents for servicing the requests including identifying agent capabilities for servicing particular request categories, running a simulation to determine an estimated wait time for a specific request in the queue, and providing an estimate of the wait time based on the simulation.

Abstract: One embodiment of the present invention provides a system that uses digital signatures to validate an amendment to a financial transaction, wherein the financial transaction was previously agreed upon between a first party and a second party. The system operates by receiving a request to make the amendment from a first representative of the first party, wherein the request includes a suggested change to at least one term of the financial transaction. Next, the system validates that the first representative of the first party digitally signed the request by using a public key of the first representative to verify that the request was signed by a corresponding private key belonging to the first representative.