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One field representative services five customers for a computer manufacturer. Customers request

assistance at an average (Poisson-distributed) rate of once every four working days. The field

representative can handle an average (Poisson-distributed) of one call per day. Determine the


a. The expected number of customers waiting

b. The average length of time customers must wait from the initial request for service until the

service has been completed

c. The percentage of time the service rep will be idle

d. How much your answer to part a would be reduced if a second field rep were added