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

b) Utilization of representatives attributed to high priority customers

c) Probability of a customer calling in and is put on hold

d) Average number of high priority customers in system e) Average number of low priority customers in system

f) Average number of customers in system

g) Average number of high priority customers on hold

h) Average number of low priority customers on hold

i) Average number of customers on hold

j) Average waiting time (in minutes) for high priority customers

k) Average waiting time (in minutes) for low priority customers

l) Average waiting time (in minutes) for all customers

m) Average flow time (in minutes) for high priority customers

n) Average flow time (in minutes) for low priority customers

o) Average flow time (in minutes) for all customers