DronesRUs Technical Support Simulator

When callers phone in to the DronesRUs technical support center, they are placed in a call queue and wait for the next available tech support representative. A caller's priority in the queue is based upon whether the caller has a paid technical support subscription and the caller's arrival time. Paid subscribers are given a high priority ranking and nonsubscribers are given a low priority ranking. Callers are ordered in the queue based on their priority ranking (highest to lowest) and then by their arrival time (earliest to latest). Develop a simulation model of this system using the parameters below.

• Calls arrive at an average rate of 25 calls per hour, with exponentially distributed inter-arrival times.
• For each technical support representative, the average service time per customer is 6 minutes. Service time is normally distributed, with a mean of 6 minutes and a standard deviation of 2 minutes.
• There are 3 technical support representatives on duty at any time.
• The help center operates 24/7.

Simulate the help center operations for a 24-hour period, and compute the following metrics:

• The number of customers serviced by the help center
• The average total time in the system for a customer ( queue time + service time )
• The average wait time in the caller queue for a customer

Submit the following work products for this assignment:

• A class diagram of your design
• Source code
• A screen capture of the program output

You must use an object-oriented approach and implement good design and programming practices.