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What is the average time in minutes a customer spends

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Customer service representatives (CSRs) employed at a call center take calls and answer customers' questions for a financial services company. There is variability in the processing times (times to answer customers' questions) and the inter-arrival times (the elapsed time between customer arrivals) at this call center. Assume that arrivals occur according to a Poisson distribution and the service times follow an exponential distribution.

PART-I: A CSR can serve customers in 8 minutes on the average. Customers call the help line at an average rate of 6.5 per hour. Assume there is only one CSR at the call center.

a) What is the average time in minutes a customer spends waiting and being served?

b) What is the average time in minutes a customer waits before being served?

c) What is the probability that a customer does not wait?

Reference no: EM132320718

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