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The support service center at Simulation Software Inc. currently has a single support person that answers phone calls. The mean time for the support person to solve a customer problem is 10 minutes, and calls arrive at a rate of 6 per hour. Since Simulation Software users are impatient, they do not wait on the line if they call and find it to be busy. To improve customer satisfaction Simulation Software Inc. is considering assigning a second support person to this task. We can assume that the new person would work at the same rate as the current support person. Formulate a continuous time Markov chain model to answer the following questions.
a. What is the probability of a customer getting a busy signal in the current system? What would this probability be if another person is added?
b. What is the fraction of time the current single support person is idle? What fraction of time would at least one person be idle if another support person is added?
c. In the long run, how many customers are served per hour in the current system? What would this rate be if another person is added?
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