Consider a call center for a small online store. Currently,
there is only one customer representative answering phones in the
call center. The call center operates 8 hours a day. When it
operates, there is uncertainty in both the time between calls the
call center receives and the time to handle one call. On average,
there is one call every 15 minutes, and requires an average of 10
minutes to be processed. Assume that there are no limits on the
number of customers that can be on hold and customers do not hang
up even if forced to wait a long time. However, the online store
incurs a “goodwill cost” of $0.1, for each minute that each
customer spends on waiting.

A. What is the queue system type? What is the arrival rate and
service rate (customers/hour)?

B.Determine the average length of the queue and the average
waiting time on the phone.

C. How much “goodwill cost” does the online store incur per
day?