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Please give answers to all 3 questions. Thanks! A company provides technical support to customers.
Please give answers to all 3 questions. Thanks!
Q. A company provides technical support to customers. The arrival rate of requests for support (also known as tickets) follows a Poisson process with rate 8 per day. The service time follows exponential distribution with an average of 4 hours (time taken to close each ticket) when handled by one technical support engineer. For every additional engineer the service time decreases by 30 minutes and the minimum time required to resolve a query is 1 hour (irrespective of the number of engineers assigned). That is, assigning more than 7 (in total) engineers will not yield any further reduction in service time. The time taken to resolve a ticket is an important service level agreement (SLA) between the Company and its customers.
a. What is the minimum number of engineers required to sustain the support function?
b. What is the average time taken to resolve a ticket when 4 engineers are used?
c. Currently the company has 5 engineers. If the SLA should be met 90% of times, calculate the corresponding resolution time that the company should agree to?
