A Small Software Company Hired a Customer Service Representative (CSR)

question 28

Essay

A small software company hired a Customer Service Representative (CSR) to handle technical support questions.It is estimated that during peak periods, the CSR would receive four (4) calls per hour and follow a Poisson distribution.Based on past experience, a CSR can handle an average of five (5) calls per hour during the same time period and follow an exponential distribution.
a.Determine the probability that the CSR is idle.
b.Determine the probability that three customers are in the system, waiting or being served
c.Determine the average number of callers waiting for service (on hold).
d.Determine the average number of callers in the system.
e.Determine the average time a caller spends waiting for service (on hold).
f.Determine the average time a caller spends in the system (waiting time plus service time).
g.Determine the probability that an arriving call will have to wait for service.

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Definitions:

Customer Service

The assistance and support provided by a company to those who buy or use its products or services.

Technologies

Tools, systems, or methods that apply scientific knowledge for practical purposes, especially in industry.

Reasonable Person

A standard of care used to measure acts of negligence.

Duty of Care

A legal obligation which requires a person to adhere to a standard of reasonable care while performing any acts that could foreseeably harm others.