A call center has a total of 10 telephone lines coming into its customer service department, which is staffed by 5 customer service representatives. On average, 2 potential customers call every minute. Each customer service representative requires (on average) 2 minutes to serve a caller. After great deliberation, management has decided to add another line, increasing the total to 11. Please show a breakdown of the Math behind these.

1. Will the number of potential customers getting a busy signal increase, decrease, or stay the same?
2. Will the average flow time experienced by potential customers who stay in the system until they receive service increase, decrease, or stay the same?
3. Will the average utilization of the customer service representatives increase, decrease or stay the same?