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Online retailer helpdesk
Customers send e-mails to a help desk of an online retailer. On average, 3 e-mails are sent every 2 minutes and the interarrival times follow exponential distribution (CV_a = 1). The online retailer has 6 employees answering e-mails. It takes on average 3 minutes to write response e-mail. The standard deviation of the processing times is 2 minutes
1. Estimate the average customer wait before receiving response.
2. How many e-mails would there be, on average, that have been submitted to the online retailer but not yet answered? (including emails in process of being answered)
3. Estimate the average customer wait before receiving response if one employee is absent.
4. Estimate the average customer wait before receiving response if two employees are absent.
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