Abstract: Aspects described herein provide techniques for monitoring, predicting, and providing customer service metrics and wait time information to customers prior to when a customer requests a customer service event that may require a waiting period of otherwise unknown duration. A customer may obtain information regarding a current and/or future predicted wait time for a desired branch of a financial institution. Current wait time information may be provided to help a user determine a branch that is available for immediate service with as short a wait as possible, or that is most time-efficient from the customer's perspective. Wait time information for nearby bank branches may be automatically provided, e.g., when an ATM is out of order. Future and/or predicted wait time information may be provided (e.g., via the Internet) so the customer can plan a convenient time in the future to visit a branch of the financial institution.