Answer the discussion questions regarding the case study from the textbook. They are listed here:

Analyze the case data and current schedule, and answer the following "baseline" questions. What's labor utilization for each $30-$minute period given the current staffing plan? Is the main problem lack of staff capacity or poor scheduling, or both? Can you support your answer with numerical analysis?

What is the cost of abandoned and busy signal calls for a typical Monday day? Annually? $($Make and state assumptions as needed.$)$

Develop a better CSR staff schedule $($see Excel current staff'schedule in the book$)$ if needed, and decide whether the company should hire more $($or lay off$)$ CSRs$.$ Will you use part$-$time employees? If so$,$ explain why and justify.

Justify your responses and explain what criteria you used to confirm your answers.