&gt; asap is not after 20 minutes of waiting time (whether on the phone, or off the phone).<p>Sure, but if the prevailing queue conditions mean I&#x27;m forced to wait 20 minutes regardless, I&#x27;d much rather do that without a phone to my ear. I&#x27;d even prefer a 40 minute virtual queue to a 20 minute physical queue, so it seems appropriate for there to be <i>some</i> discounting of virtual queue times when compared to physical ones.