Joe Smith has been tasked with cutting the duration of time callers are delayed before their call is answered when they call the help desk at his company. The average delay is now 10 minutes. The arrival of calls has an exponential distribution with a rate of 40 calls per hour. Eight people work at all times at the help desk and once they answer the call, it takes an average of 7.5 minutes to resolve a client’s problem. Joe Smith believes that though the average time of 7.5 minutes is not bad, there is significant variability associated with serving
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