Calculate what the phone queue is really telling you

There are 19 calls waiting and 2 calls actively being handled at 8:32 a.m. In the next 10 minutes, the team completes 14 calls. Estimate the average time in system and decide what the manager should do. Little's Law: work in process = throughput x time in system, so time in system = work in process / throughput. The common trap is reacting only to the visible queue count. A count without throughput cannot tell you whether the system is recovering or falling behind. Step 1 Count work in process: 19 waiting calls + 2 active calls = 21 calls…

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