=E11.28. People’s Software Company has just set up a call center to provide technical assistance on its new software package. Two technical representatives are taking the calls, where the time required by either representative to answer a customer’s questions has an exponential distribution with a mean of eight minutes.

Calls are arriving randomly at a mean rate of 10 per hour.

By next year, the mean arrival rate of calls is expected to decline to five per hour, so the plan is to reduce the number of technical representatives to one then. Determine L, Lq, W, and Wq for both the current queueing system and next year’s system.

For each of these four measures of performance, which system yields the smaller value?