Problem 11 15 Algorithmic Ocala Software Systems Operates Technical Support Center Softwar Q43907764
Problem 11-15 (Algorithmic) Ocala Software Systems operates atechnical support center for its software customers. If customershave installation or use problems with Ocala software products,they may telephone the technical support center and obtain freeconsultation. Currently, Ocala operates its support center with oneconsultant. If the consultant is busy when a new customer callarrives, the customer hears a recorded message stating that allconsultants are currently busy with other customers. The customeris then asked to hold and is told that a consultant will provideassistance as soon as possible. The customer calls follow a Poissonprobability distribution, with an arrival rate of five calls perhour. On average, it takes 10.5 minutes for a consultant to answera customer’s questions. The service time follows an exponentialprobability distribution. To improve customer service, OcalaSoftware Systems wants to investigate the effect of using a secondconsultant at its technical support center.
What effect would the additional consultant have on customerservice? Would two technical consultants enable Ocala to meet itsservice guidelines (no more than 35% of all customers having towait for technical support and an average customer waiting time oftwo minutes or less)? Round your answers to two decimal places.
b. With two consultants,() % of customers have to wait, with anaverage waiting time() of minutes.
Therefore, two consultants do not meet service goals.
I need help finding the percentage and minutes of problem b.
Expert Answer
Answer to Problem 11-15 (Algorithmic) Ocala Software Systems operates a technical support center for its software customers. If cu…
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