A popular Airliners' Business Class check-in counter at CLT Airport has been experiencing some backlogs. A study indicated that customers arrive at an average of 60 per hour and that the arrivals are Poisson (random) distributed. There are currently 3 agents each with their own separate line, and the customers seem to choose among the 3 lines randomly but remain in one line once these choose.

Each ticket agent can serve an average of 40 customers per hour. The agents' service times are exponentially (random) distributed.

What is the average number of customers waiting in each line (Lq) and average time spend by a customer in the system (Ws) for the current configuration?

What would the average number of customers in the line (Lq) and average time spent by customer in system (Ws) be if the airline redesigned the waiting area such that there is only ONE line that would feed all 3 agents?