A device receives, from a user device, a communication associated with a support issue encountered by a user of the user device and assigns the communication to a position in a support queue based on when the communication is received, wherein the support queue includes data identifying positions of other communications received from other users, and data identifying when the other communications were received. The device processes data identifying the communication and historical communication data describing prior communications associated with the user, with a model, to determine an average time spent on hold by the user for the prior communications. The device modifies the position of the communication in the support queue based on the average time and performs one or more actions based on modifying the position of the communication in the support queue.