System and method of processing communication requests are disclosed. The method can include receiving communication requests from a plurality of user devices of users, where the communication requests comprise respective user statuses; queuing the communication requests into an incoming communication queue; determining whether at least one agent of a plurality of agents is available to service the communication requests from the incoming communication queue; in response to determining that no agent is available to service the communication requests, queuing the communication requests into an interactive voice response (IVR) queue; and in response to determining that the at least one agent is available to service the communication requests, dequeuing one or more communication requests from the incoming communication queue in an order of one or more priorities respectively assigned to the communication request(s) based on one or more user statuses of the communication request(s), to service the communication request(s).