?A. Because of the coronavirus, a lot of people are now working at home, thus internet services

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?A. Because of the coronavirus, a lot of people are now working at home, thus internet services are on the rise. Let's just say.. Spectrum services internet to lots of homes in Orange County. On average, 60 customers call Spectrum per hour. The inter-arrival times are exponentially distributed. First, the customer waits on hold for one of Spectrum 20 telephone technicians to become available. The technicians works with customers an average of 15 minutes (exponentially distributed) to resolve the customer issue.

a) What is the utilization of the telephone technicians?

b) How long do customers usually wait to talk to a telephone technicians (in minutes)?

c) For just the Telephone Tech Service, how many customers are waiting and in process?

PART B. Actually, come to find out that 60 requests coming into Spectrum per hour (inter-arrival times are exponentially distributed), the Telephone Technician solves 75% of the customer problems. The remainder need onsite tech service sent to their home. Usually, there is an 8 hour wait time before the Onsite tech person arrives at the home. The Onsite tech person works an average of 1 hour at the customer house and they resolve all customer problems they work on.

d) If the target is to keep the onsite tech people busy 75% of the time, how many technicians does Spectrum need to staff?

e) In part A, the service time for telephone technicians to work on issues was 15 min. Ignoring your answer to question (b), assume the wait time for telephone technicians was 2 minutes (this may or may not be the answer to b). For the onsite work described above, remember the wait time was 8 hours and the average service time was 1 hour. What is the average time for all customers from initial call to resolution (in hours)?