Problem 11-15 (Algorithmic)
Ocala Software Systems operates a technical support center forits software customers. If customers have installation or useproblems with Ocala software products, they may telephone thetechnical support center and obtain free consultation. Currently,Ocala operates its support center with one consultant. If theconsultant is busy when a new customer call arrives, the customerhears a recorded message stating that all consultants are currentlybusy with other customers. The customer is then asked to hold andis told that a consultant will provide assistance as soon aspossible. The customer calls follow a Poisson probabilitydistribution, with an arrival rate of six calls per hour. Onaverage, it takes 8.5 minutes for a consultant to answer acustomer's questions. The service time follows an exponentialprobability distribution. To improve customer service, OcalaSoftware Systems wants to investigate the effect of using a secondconsultant at its technical support center.
What effect would the additional consultant have on customerservice? Would two technical consultants enable Ocala to meet itsservice guidelines (no more than 35% of all customers having towait for technical support and an average customer waiting time oftwo minutes or less)? Round your answers to two decimal places.
With two consultants,  % of customers have to wait,with an average waiting time of  minutes.
A. % of customers
B. Average waiting time
