A customer service call centre receives on average 1,200 calls per day. Opening hours are between 9 am and 5 pm. During peak times (10 am 12 pm and 3 5 pm), the call centre receives around 800 calls in total and 50 calls are in the process at a given point in time. At non-peak times, the customer service call centre receives 400 calls in total, and 10 calls can be found in the process at a given point in time.

Please answer the following questions:

• For the peak time, calculate the arrival rate of customers per hour, identify the average work in process and calculate the cycle time (i.e., average time that a customer spends on the line with a call centre customer service representative).
• For the non-peak time, calculate the arrival rate of customers per hour, identify the work in process and calculate the cycle time (i.e., average time that a customer spends on the line with a call centre customer service representative).