You are the director of the customer service center in Company Alpha. You find that the mean
time between calls to the center is 6 minutes with a standard deviation of 4 minutes. The effective
response time is 11 minutes with a standard deviation of 20 minutes.
(a) Identify the following parameters:
ta
: ______________ σa: ______________ ca2: ______________ ra: ______________
te
: ______________ σe: ______________ ce2: ______________ re: ______________
(b) Suppose the customer call center has 2 servers who answer calls. Find the following metrics:
u: ______________ cd2: ______________
(c) Assume that 100% of answered calls are then recorded and immediately monitored for the
quality purposes. What is the arrival variability at the Quality Office? Why?
ca2: ______________
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