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What is the mean utilization percentage of the call center

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A customer service center has customers call with questions about the use of a product. The mean arrival rate of customer calls is 20 per hour and follows a Poisson distribution. The mean service rat is 30 customer per hour and follows an exponential distribution.

Question 1: What is the mean time in hours that a customer spends in the system waiting on hold, then having their question answered?

Question 2: What is the mean utilization percentage of the call center employee answering the phones?

Question 3: What is the mean number of customers that are on hold, waiting for their call to be answered?

Question 4: If the company decides to hire a second person to answer calls, the waiting time should be faster. On average, how long will a customer now wait on hold for their question to be answered?

Reference no: EM132648123

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