An online IT company operates a help desk chat area with 2 techs. Users access the chat system at a rate of 1 every 2 minutes. Once a chat session has started, chats are resolved in 3 minutes. If the system goes over capacity, users are diverted to a central help desk.

What is the interarrival time of help desk chat requests?

What is the offered load?

What is the probability of a user being diverted?

If a policy is enacted that no more than 5% of calls will be diverted, what is the minimum number of techs that should be employed?