ITEC 355 American University Managing and Estimating Delays Report
Question Description
Werizons customer call center schedules 13 call agents between 11am and 1pm to answer customer calls. On average, it takes 15 minutes to handle a call and customers call at the rate of 50 calls/hr on average during this period. The following performance measures are computed and provided for you.
|
S |
Lq |
P(wait) |
|
13 |
21.13 |
0.85 |
|
14 |
4.92 |
0.59 |
|
15 |
2.01 |
0.40 |
a) (6 points) What is the capacity of the call center for this period in calls per hour?
b) (6 points) What is the minimum number of call agents to handle the demand for this period? Show your work!
c) (10 points) What is the average total number of customers at the call center either waiting or talking to call agent?
d) (10 points) What is the average time a customer spends in the system in minutes?
e) (6 points) What is the probability that a customer will wait before speaking with a call agent?
f) (12 points) At most, how many call agents should be scheduled for this period to keep the utilization of the call center at least at 75%?
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