People call a suburban hospital's health hotline at the rate of eighteen per hour on Monday mornings; this can be described by a Poisson distribution. Providing general information or channeling to other resources takes an average of three minutes per call and varies exponentially. There is one nurse agent on duty on Mondays. Determine each of

• System utilization
• The average number in line
• Average time in line
• Average time in the system
• Using these figures, write an analysis describing what can be done to improve these times and how these benchmarks can be used to find a solution.