Arena software

1. In Model 5.2 (Enhanced Call Centre), referring to Schedule in Basic Process, at Tech-support Calls, why the numbers of the row for Noah is 4 while 5 for Sammy? Your explanation should be simple and not more than four sentences.
2. In Model 5.2 (Enhanced Call Centre), to observe the pick hour of receiving a call from the customers, how the model is developed? Explain the module(s) involved and how it is set accordingly. Your explanation should be simple and not more than four sentences.

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