Answered

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A help desk can answer 120 calls per hour. The demand rate is 150 calls per hour. What are the cycle time (in minutes per call) and utilization of the call center?

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Cycle time is 0.5 minutes per call and utilization of the call center is 1.

Calculation

Flow rate = Min(demand, capacity)

                = Min(150, 120)

                = 120 calls per hour.

Cycle time = 1/Flow rate

                  = 1/120 hour per call

                  = 1/120 × 60 (minutes/hour)

                  = 0.5 minute per call.

Utilization = Flow rate/Capacity

                 = 120/120

                 = 1

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