Sam noticed that the demand for masks has exploded. In order to handle the load, they hired an organization to take orders and provide technical support to their customers. Since the company has never done this before, they are starting from scratch. Sam has told a local supplier that they dont want potential customers to wait longer than 20 seconds on average after the call has been answered. After the first week, Sam had some data to work with. Their initial staff was 39 people working in a single eight-hour shift. During this time, calls came in about every 20 seconds with a standard deviation of 20 seconds. Each call requires about 12 minutes to process with a standard deviation of 3 minutes. Once the customer base learned about this service, it became increasingly more popular. Sam considered the numbers they had as they were preparing their presentation to management.

What is the utilization of the current staffing level?

what is CVa

How long does a customer calling in have to wait on hold before talking to an operator?

Sam decided that the supplier had the wrong number of people. The supplier changed the number of people to optimize the process and Sam agreed. What number of people would be the best one to agree upon?