An Answering Service for a Doctor's Office Wants to Evaluate

question 12

Essay

An answering service for a doctor's office wants to evaluate the service by simulation calls. They used past data to determine the distributions for the time between calls and the time spent on the phone with patients.
Use the table below to manually simulate 8 calls. The time of the call and the service time have already been determined.
$$\begin{array} { | c | c | c | c | c | c | c | } \hline \begin{array} { c } \text { Customer } \\\text { Number }\end{array} & \begin{array} { c } \text { Time of } \\\text { Call }\end{array} & \begin{array} { c } \text { Time call } \\\text { answered }\end{array} & \begin{array} { c } \text { Service } \\\text { Time }\end{array} & \begin{array} { c } \text { Time call } \\\text { ends }\end{array} & \begin{array} { c } \text { Customer } \\\text { Wait } \\\text { Time }\end{array} & \begin{array} { c } \text { Operator } \\\text { Wait } \\\text { Time }\end{array} \\\hline 1 & 15 & 15 & 25 & 40 & 0 & 15 \\\hline 2 & 45 & 45 & 25 & 70 & 0 & 5 \\\hline 3 & 70 & & 15 & & & \\\hline 4 & 95 & & 45 & & & \\\hline 5 & 125 & & 15 & 155 & & \\\hline 6 & 150 & & 35 & & & \\\hline 7 & 175 & 190 & 25 & & 15 & 0 \\\hline 8 & 205 & & 25 & 240 & 10 & 0 \\\hline\end{array}$$
Calculate the average waiting time per customer.
Calculate the utilization of the operator.

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Definitions:

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