A computer technical support center is staffed by two people, Able and Baker, who
take calls and try to answer questions and solve computer problems. The time
between calls ranges from 1 to 4 minutes, with distribution as shown in Table. Able is
more experienced and can provide service faster than Baker. The distributions of their
service times are shown in Tables. When both are idle, Able takes the call. If both are
busy, the call goes on hold.
1. Simulate the system for 60 minutes.
2. Draw a histogram to show the frequency of caller delay.
3. Calculate the time percentage for Able's busy time to the total
time.
4. Calculate the average waiting (queuing) time of the customers
who wait.
IAT (min) 1 2 3 4
Prob. 0.25 0.40 0.20 0.15
Cumulative
0.25 0.65 0.85 1.00
Prob.
RN Ranges 00 to 24 25 to 64 65 to 84 85 to 99
Able Service
2 3 4 5
time (min)
Prob. 0.30 0.28 0.25 0.17
Cumulative
0.30 0.58 0.83 1.00
Prob.
RN Ranges 00 to 29 30 to 57 58 to 82 83 to 99
Baker Service
3 4 5 6
time (min)
Prob. 0.35 0.25 0.30 0.20
Cumulative
0.35 0.60 0.80 1.00
Prob.
RN Ranges 00 to 09 10 to 29 30 to 59 60 to 84
Note that in the question only the first 2 rows of each of the previous tables would be given.
1
IAT Random Numbers ST Random Numbers
26 95
98 21
90 51
26 92
42 89
74 38
80 13
68 61
22 50
48 49
34 39
45 53
24 88
34 01
63 81
38 53
80 81
42 64
56 01
89 67
18 01
51 47
71 75
16 57
92 87
47
2
Time
Baker Baker Able Baker
RN for RN for Able ST Able Able ST Baker Queuing Customer
Customer IAT Clock ST ST Idle Idle
IAT ST Begins ST Ends ST Time Spend in
Begins Ends Time Time
System
1 - - 0 95 0 5 5 - - - 0 5 0 -
2 26 2 2 21 - - - 2 3 5 0 3 - 2
3 98 4 6 51 6 3 9 - - - 0 3 1 -
4 90 4 10 92 10 5 15 - - - 0 5 1 -
5 26 2 12 89 - - - 12 6 18 0 6 - 7
6 42 2 14 38 15 3 18 - - - 1 4 0 -
7 74 3 17 13 18 2 20 - - - 1 3 0 -
8 80 3 20 61 20 4 24 - - - 0 4 0 -
9 68 3 23 50 - - - 23 4 27 0 4 - 5
10 22 1 24 49 24 3 27 - - - 0 3 0 -
11 48 2 26 39 27 3 30 - - - 1 4 0 -
12 34 2 28 53 - - - 28 4 32 0 4 - 1
13 45 2 30 88 30 5 35 - - - 0 5 0 -
14 24 1 31 01 - - - 32 3 35 1 4 - 0
15 34 2 33 81 35 4 39 - - - 2 6 0 -
16 63 2 35 53 - - - 35 4 39 0 4 - 0
17 38 2 37 81 39 4 43 - - - 2 6 0 -
18 80 3 40 64 - - - 40 5 45 0 5 - 1
19 42 2 42 01 43 2 45 - - - 1 3 0 -
20 56 2 44 67 45 4 49 - - - 1 5 0 -
21 89 4 48 01 - - - 48 3 51 0 3 - 3
22 18 1 49 47 49 3 52 - - - 0 3 0 -
23 51 2 51 75 - - - 51 5 56 0 5 - 0
24 71 3 54 57 54 3 57 - - - 0 3 2 -
25 16 1 55 87 - - - 56 6 62 1 7 - 0
26 92 4 59 47 59 3 62 - - - 0 3 2 -
3
Histogram to show the frequency of caller delay.
The time percentage for Able's busy time to the total time.
𝐴𝑏𝑙𝑒 𝑆𝑒𝑟𝑣𝑖𝑐𝑒 𝑇𝑖𝑚𝑒 5+3+5+3+4+3+3+2+5+4+2+4+2+4+5 54
= = × 100
𝑇𝑜𝑡𝑎𝑙 𝑟𝑢𝑛𝑡𝑖𝑚𝑒 𝑜𝑓 𝑠𝑖𝑚𝑢𝑙𝑎𝑡𝑖𝑜𝑛 62 59
= 91.5254%
The average waiting (queuing) time of the customers who wait.
𝑇𝑜𝑡𝑎𝑙 𝑤𝑎𝑖𝑡𝑖𝑛𝑔 𝑡𝑖𝑚𝑒 1+1+1+1+2+2+1+1+1 11
= = = 1.2222 𝑚𝑖𝑛
𝑁𝑢𝑚𝑏𝑒𝑟 𝑜𝑓 𝑐𝑢𝑠𝑡𝑜𝑚𝑒𝑟𝑠 𝑤𝑎𝑖𝑡𝑒𝑑 9 9
