A system for determining a likelihood that a pre-determined customer will enter a selected customer support center (CSC) is provided. The system includes a customer-tracking system for determining whether the customer is within a predetermined distance of the CSC. The tracking system is set to a tracking state in response to receiving a customer tracking opt-in selection. The system also includes a biometric monitoring system that monitors, using an electronic device in close proximity to the customer, when the customer is determined to be within the pre-determined distance of the CSC. The biometric monitoring system monitors the customer's biometric functions to determine the likelihood of the customer entering the CSC. When a determination of the likelihood of the customer physically entering the CSC is higher than a threshold level, the system may provide the likelihood, as further influenced by the customer sentiment condition, of the customer entering the CSC.