A call center has 24 phone lines and 3 customer service representatives.
Suppose that calls arrive to the center according to a Poisson process with
rate ʎ = 15 per hour. The time to process each call is exponential with a
mean of 10 minutes. If all of the service representatives are busy, an arriving
customer is placed on hold, but ties up on the phone lines. If all of the
phone lines are tied up, the customer receives a busy signal and the call is
lost.
(a) What is the average time that a customer spends on hold?
(b) What is the average number of lines busy
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