A centralized call center has 40 agents on duty filling prescriptions via telephone. It takes on average 5 minutes to take a call and enter the order information into the computer system. The standard deviation of this service time is 8 minutes. Calls will be put on holds if all agents are busy. Calls arrive at an average rate of 400 per hour. It was found that 1% of the calls, i.e., 4 calls per hour, are from extreme VIP customers. The management wants to assign one dedicated agent to serve these VIPs at a separate phone number, so that the VIPs will hear the same pleasant voice every time. If the above is implemented, i.e., using 2.5% of the total capacity to handle 1% of the total demand (from VIPs), and using 97.5% of the total capacity to handle 99% of the total demand (from non-VIPs), what will be the waiting time for VIPs and non-VIPs? Will VIPs wait shorter than non-VIPs?

Number of servers: 40 Average

inter-arrival time, a: 0.15 = 60/400

Average service time: 5 minutes

Coefficient of inter-arrival time, CVa: 1

Coefficient of variation of service time, CVp: 1.6 = 8/5