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You have been hired by a company at the helpdesk. The calls arrive at random according to a Poisson distribution and calls durations last according to an exponential distribution. You have been at this job for over a month and you have observed that on average calls arrive every 3 minutes (20 calls/hr). You have also observed that the average time to handle each call is 2 minutes (30 calls/hr).
a) Calculate the probability that you will be idle.
b) Calculate the average waiting time for the helpdesk.
C) The company has been claiming that the average waiting time is less than 5 minutes. Is the company correct?
d) Some customers have been complaining about the waiting time being more than that. How would you explain this to the customers?
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