The Queuing Model will calculate the optimum number of
customer service points (staff) to minimize costs for
your business. It considers the average arrival rate
of customers, the average customer service rate, the
cost to the business of customer waiting time
(customer dissatisfaction), and the cost to operate
customer service points. Queuing models are used
extensively in call centers, toll booth operations and
situations where a there is a queue for service
including, counter staff, service staff, call response
staff or maintenance staff. They can be applied in any
business providing a customer service function. The
model will calculate the optimum number of service
points and allow you to test alternatives by manually
inputting service point numbers. Additional results
include the average number of customers waiting in the
queue, their average waiting time, and service point
(staff) utilization. The Total Cost Chart plots total
cost verses number of service points to display the
impact of changes in service point numbers.

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