A call center has 300 calls (arrivals) per hour. Average service time for a call is 3 minutes. Assuming an M/M/c + M approximation, determine the service value β from Equation 3.91, if we want the probability of delay to be 0.05. Assume an abandonment rate of 2%.

Use the square root staffing formula to determine the appropriate staffing level.

Equation 3.91:

Transcribed Image Text:

P(delay) = 1+rat (2) rat (1-0 (8) 1- rat o(-B) (1-(-3)) (3.91)