Task	Outcome and Average Task Time	Evaluation of Customer Satisfaction and Major Complaints That Relate to the Task
Phone call is received at the call center: The automated system instructs customer to wait for the next available representative or to request a callback.	53 percent remained on the line to wait for the next available CSR.5 minutes 23 percent listened to the recorded message and hung up before talking to the CSR 5 minutes 20 percent left a phone number for a callback40 seconds 4 percent used the automated system to access a specific department/person outside the call center40 seconds	How helpful was the automated system? (3.4) Major complaint: The length of time before they could reach a CSR (47 percent)
Process customer request: A customer service representative (CSR) handles the next call in the customer waiting queue or the first person on the callback list and shoe request is discussed.	60 percent proceeded to order entry and billing after checking availability of shoes5 minutes 20 percent transferred to a running expert to discuss shoe performance4 minutes 10 percent sought information on returns or help with billing questions and are transferred to order entry and billing2 minutes 10 percent hung up after talking to the CSR 3 minutes	Did you find the explanation of your different shoe choices helpful? (4.0) Major complaint: 30 percent indicated that the CSR was not familiar with the shoes they wanted.
Running expert consultation: Discusses the selection of a shoe with the customer, finds a shoe, and transfers to billing.	70 percent found shoes and transferred to order entry and billing for purchase 10 minutes 30 percent could not find shoe and hung up 5 minutes	How helpful was the running expert at identifying the best shoes? (5.0)
Order entry and billing: Processes purchases, returns, and billing questions.	84 percent made a purchase5 minutes 7 percent processed a return5 minutes 4 percent resolved a billing error10 minutes 5 percent hung up before talking to a clerk 0 minutes	Major complaint: 40 percent indicated that their preferred payment method was not available.

Queueing Assignment

This section requires use of the queueing models discussed in Chapter 10..

2. Calculate the input rate (events/hour) and the average time per event for each of the three departments.

Please answer Queueing Question #2.