Question: Consider a call center for software support: - 3 representatives answer phones (each can handle all types of calls) - Calls arrive according to a
Consider a call center for software support:
- 3 representatives answer phones (each can handle all types of calls)
- Calls arrive according to a Poisson process. On average, there are 20 calls per hour, 50% high priority, 50% low priority
- The service time for each call follows an exponential distribution. On average, it takes 4 minutes to answer each call.
Find the following performance measures:
a) Utilization of representatives
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b) Utilization of representatives attributed to high priority customers
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c) Probability of a customer calling in and is put on hold
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d) Average number of high priority customers in system
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e) Average number of low priority customers in system
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f) Average number of customers in system
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g) Average number of high priority customers on hold
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h) Average number of low priority customers on hold
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i) Average number of customers on hold
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j) Average waiting time (in minutes) for high priority customers
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k) Average waiting time (in minutes) for low priority customers
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l) Average waiting time (in minutes) for all customers
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m) Average flow time (in minutes) for high priority customers
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n) Average flow time (in minutes) for low priority customers
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o) Average flow time (in minutes) for all customers
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To solve this call center problem we can use the Queuing Theory concepts specifically the MMc model where MMc represents a Poisson arrival process exp... View full answer
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