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:

Deficit Spending

The practice of spending more money than is received in revenue, usually referring to government spending exceeding tax revenues.

Redistricting

The process of drawing electoral district boundaries, often criticized for practices like gerrymandering, where it's done to favor a particular political party.

House of Representatives

The lower chamber of the United States Congress, with members elected to represent geographical districts for two-year terms.

Executive Budget

The budget prepared and submitted by the executive branch of government, detailing proposed revenues and spending for the forthcoming fiscal period.