Seventy-Five Percent of Calls Arriving at a Help Line Can

question 16

Essay

Seventy-five percent of calls arriving at a help line can be handled by the person who answers the phone,but the remaining 25% of them will need to be referred to someone else.Assume that every call requires one minute of attention by the person who answers the phone (either to answer the question or to figure out how the referral should be handled).Calls that are referred need an additional amount of time,as given in the table below.
Callers are served on a first come,first served basis,and are put on hold until the line is free.Use the random numbers to simulate what happens to 10 callers.(Use the random numbers in order - from left to right,first row first - as you need them. )What percentage of your callers needs to be referred? Of those who had to be referred,what is the average referral time?

---

Definitions:

Color Judgments

The evaluation or assessment of colors, often influenced by cultural, emotional, or personal associations and preferences.

Minority Judgment

The influence a minority opinion might have on changing or impacting the majority's viewpoint in a group.

Consistent Opinion

A viewpoint that remains stable and unchanged over time, reflecting a strong conviction or belief.

Minority Influence

The process by which dissenters (or numerical minorities) produce attitude change within a group, despite the extraordinary risk of social rejection and disturbance of the status quo.