Consider the period of time between 11:00-11:30am at telephotic . The case tells us that 65.3 calls on average were effectively answered (eff) and that 12.7 calls on average were abandonded (renege). Suppose they later discover that the phone system did indeed collect balking information; it is estimated that 10 calls on average balked during this half-hour (balk). Furthermore, there were 5 customer service representatives (CSR) staffing the phones during this half-hour period. Suppose that a customer service representative can answer 27.5 calls per hour, or 13.75 calls per half-hour.

(a) What is the average throughput , in calls per half-hour, of calls approaching the system between 11:00-11:30am?

2. Suppose it is believed that balking and reneging would drop to zero, i.e. all these calls would be picked up by the CSR's, if the effective utilization is set equal to 80%. How many CSR's should be staffed from 11:00-11:30am?