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...

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?

Extracted text: 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