This is a hypothetical working situation, but I need real$-$word solutions.

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As a Performance Engineering Manager of the end user support organization for my company, my company has employees working from home with laptop computers and some still in the office using laptop and desktop computers. End$-$user requests come in around the clock, at various rates, and via calls, online requests, or walk$-$ins.

Requirements

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What methods should be used for each of the following:

To identify limits on system capacity and define service and interarrival time variability. To create scheduling rules. To perform what$-$if analysis.

What types of metrics should be implemented to optimize the performance of the organization from both a user experience and a resource utilization perspective.

Please explain how to differentiate the objectives of the performance metrics between a phone call, online, and walk$-$in requests.

Please describe whether service requests are queued up for the organization to form an open or closed queueing system, and fully justify why they follow this format.

Thank you.