1. A system for optimizing response time to events or representations thereof waiting in a queue by predicting an estimated disposal time for certain ones of those events comprising: a first server having access to the queue; a software application running on the first server; and a second server accessible from the first server, the second server containing rules governing the optimization; characterized in that the software application at least periodically accesses the queue and parses certain ones of events or tokens thereof contained therein at the time of access and compares the parsed results against rules accessed from the second server in order to determine a measure of disposal time for each parsed event and wherein if the determined measure is sufficiently low for one or more of the parsed events, those one or more events are modified to a reflect a higher priority state than originally assigned, or promoted directly out of queue, enabling faster treatment of those events resulting in relief from those events to the queue system load.