Consider two call centers serving two separate types of customers. The call centers are identical in the sense that i$)$ they have the same number of

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customer service representatives, $($i$)$ the arrival rates of calls are equal and ii$)$

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the average service times for calls are equal. $($Assume the number of arrivals is Poisson distributed and service times are exponentially distributed; so$,$ these call but Waiting centers are M$/$M$/$s queuing systems.$)$ Assume that we cross$-$train all the

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aDie to handle both types of customers as efficiently as they handlat they will be representatives in both centers and operate a joint call center so that they will be

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previously exclusive customer types. Explain what happens to the utilization of gas down

the representatives and the average waiting time of customers because of the new

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arrangement. Note: The answer alone is not sufficient to obtain any credit. An explanation is necessary.