A method for facilitating a change from a first communication channel to a second communication channel for an interaction within a contact center system for a first party after the interaction has been initiated and the first party is in queue for the first communication channel, comprising: a. providing, through a user interface (105, 110, 205, 300, 510) interoperably connected to the contact center system through a mobile application, the first party with estimated queue wait times for a plurality of communication channels associated with the contact center system; b. initiating an interaction through receiving a selection from the first party of the first communication channel from the plurality of communication channels; c. processing the first selection by a service associated with the first communication channel, and routing the interaction into a queue associated with the first communication channel; d. informing, through the user interface (105, 110, 205, 300, 510) while the first party is waiting in the queue for the first communication channel, the first party of estimated queue wait times associated with each of the plurality of communication channels; e. providing, through the user interface (105, 110, 205, 300, 510) while the first party is waiting in the queue for the first communication channel, the first party with the capability to switch channels through selection of a prompt associated with each of the plurality of communication channels; f. receiving a selection from the first party of the second communication channel; g. transferring, via a switch channel API, the interaction from the queue associated with the first communication channel to a queue associated with the second communication channel. a. providing, through a user interface (105, 110, 205, 300, 510) interoperably connected to the contact center system through a mobile application, the first party with estimated queue wait times for a plurality of communication channels associated with the contact center system; b. initiating an interaction through receiving a selection from the first party of the first communication channel from the plurality of communication channels; c. processing the first selection by a service associated with the first communication channel, and routing the interaction into a queue associated with the first communication channel; d. informing, through the user interface (105, 110, 205, 300, 510) while the first party is waiting in the queue for the first communication channel, the first party of estimated queue wait times associated with each of the plurality of communication channels; e. providing, through the user interface (105, 110, 205, 300, 510) while the first party is waiting in the queue for the first communication channel, the first party with the capability to switch channels through selection of a prompt associated with each of the plurality of communication channels; f. receiving a selection from the first party of the second communication channel; g. transferring, via a switch channel API, the interaction from the queue associated with the first communication channel to a queue associated with the second communication channel.