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At a call center 1,150 calls were served during the first hour of the shift. There were 75 agents working in the call center during this shift, and each was busy 95% of the time. During a second hour, 10 more agents arrived at work and joined their colleagues on the call center floor; with this larger workforce, every agent was now busy only 90% of the time. The total number of calls served in the two hours was 2,500.
a. What was the average service time per call during the first hour of the shift?
b. If calls arrived randomly (e.g. CVa = 1), and each call lasted exactly 2 minutes (e.g. CVp = 0 ), what would be the expected queue time for calls during the first hour of the shift?
c. What was the average service time per call over the two hour period?
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