PLEASE ANSWER LAST 3

Problem 4: (14 points) Consider a call center of XYZ Inc., with a single operator. If the operator is occupied on one line, incoming phone calls are answered automatically by the recording machine and asked to wait. As soon as the operator is free, the party who has waited the longest is transferred and serviced first. Calls come in at a rate of about 15 per hour. The operator can take an order in an average of 3 minutes. Calls tend to follow a Poisson distribution, and service times tend to be exponential. The cost of the operator is $15 per hour, but because of lost goodwill and potential sales, XYZ loses about $20 per hour of customer time spent waiting for the operator to take an order. Answer questions 29, 30, 31, 32, 33, 34 and 35 based on Problem 4: A=True B=False A. The utilization for XYZ is 75% A. A B.B B. The average number of customers waiting to speak with an operator is 0.9 A. The average wait time in line is 9 minutes A. v With the single operator, the cost (service + waiting cost) per hour is 60$ per hour The average number of customers waiting to speak with an operator would be 0.0976 if a second operator (with the same average service time) is added to take calls v Adding a second operator would not reduce the cost (service + waiting cost) per hour Without doing any further calculations, we can argue that having two operators is optimal for XYZ Inc