A help desk in the computer lab serves students on a first-come, first served basis. On average, 15 students need help every hour. The help desk can serve an average of 20 students per hour:

1. Utilization Factor

2. Average number of students in the system (waiting and being served)

3. Average time the student spends in the system

4. Average number of students waiting in the queue

5. Average time a student spends waiting in the queue

6. Probability of 0 students in the system (idle service)