Question: Call Center for Computer Support Consider a call center for computer support with the following data: -- 3 representatives answer phones (each can handle all

Call Center for Computer Support Consider a call center for computer support with the following data:

-- 3 representatives answer phones (each can handle all types of calls)

-- 20 calls per hour

-- 4 minutes per call, on average

Find the following operating characteristics:

Question: 3-a) Utilization

Answer:

3-b) Probability of delay (when your call cannot be answered immediately)

Answer:

3-c) Average number of on-hold customers.

Answer:

3-d) Average waiting time for an on-hold customer.

Answer:

3-e) Average throughput time (from calling to hang-up)

Answer:

3-f) Average number of customers in system

Answer:

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