Question: Consider a single technical support agent who handles phone calls and chat requests for help. Suppose that historical data indicates that variability in the times

Consider a single technical support agent who handles phone calls and chat requests for help. Suppose that historical data indicates that variability in the times between requests and the times to service them are such that both the coefficient of variation of interarrival times and the coefficient of variation of variation of service times are equal to

1 .

The utilization of the agent is currently

90 % .

If the average time to process a request is

10

minutes and customers never hang up regardless of how long they wait, what is the average time customers wait before they begin service?

Group of answer choices

30

minutes

90

minutes

0

minutes

60

minutes

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