A call center has a total of 12 telephone lines coming into its customer service department, which is staffed by 5 customer service representatives. On average, 2 potential customers call every minute. Each customer service representative requires, on average, 2 minutes to serve a caller. After great deliberation, management has decided to add another line, increasing the total to 13. As a result, the call center can expect the following:
The proportion of potential customers getting a busy signal will
increase
decrease
be unchanged
Average flow time experienced by customers will
increase
decrease
be unchanged
Average utilization of customer service representatives will
increase
decrease
be unchanged