Reference no: EM133401817

Question

The task force had found that the peak calling period for Team 1 ran for six hours each weekday, with calls coming in at a rate of about 22.5 per hour. Handling a call involved two steps: first, speaking directly with the customer and second, completing a brief online form to "close" the customer's "trouble ticket." There was significant variability in both steps. The average time talking with the customer was 15 minutes, while closing the trouble ticket took 3.2 minutes. Hence, a technician was busy for 18.2 minutes on average from the time he or she first took a call until he or she was free to take another call. Given the current arrival rate, compute the average wait in queue (minutes on hold) for different staffing levels (specifically, when the number of available agents is 7, 8, 9, 10, 11, or 12).