Answered: FIGURE 7-3 0.95 Scaling of utilization…

Name: Recreate the given figure for a call center that wants to achieve a 40
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Description: Recreate the given figure for a call center that wants to achieve a 40 percent no hold rate. Suppose that agents only become cost effective (where the revenue they generate exceeds their cost) if they have 90 percent utilization. How large, in terms

MATLAB: An Introduction with Applications

6th Edition

ISBN:9781119256830

Author:Amos Gilat

Publisher:Amos Gilat

Chapter1: Starting With Matlab

Section: Chapter Questions

Problem 1P

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Recreate the given figure for a call center that wants to achieve a 40 percent no hold rate. Suppose that agents only become cost effective (where the revenue they generate exceeds their cost) if they have 90 percent utilization. How large, in terms of number of agents, does the call center need to be to have agents that are generating a positive profit? If mean call time is 5 minutes, what would the arrival rate need to be for 90 percent agent utilization with this many agents?

FIGURE 7-3
0.95
Scaling of utilization
in scale
0.90
0.85
0.80
0.75
0.70
0.65
0.60
0.55
0.50
0.45
10
15
20
25
30
Number of agents
Agent utilization

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