Lee works in an insurance call centre where she handles claim enquiries from customers whose surnames
start with A to E. Studies have revealed that the volume of calls arriving in Lee’s queue follows a Poisson
distribution with an average of 18 per hour. If Lee’s queue receives more than 2 calls in 5 minutes, Lee
won’t be able to keep up and customers will abandon their call.
Determine the probability that Lee’s queue will have abandoned calls during a randomly chosen
help me please

Question

Lee works in an insurance call centre where she handles claim enquiries from customers whose surnames 
start with A to E. Studies have revealed that the volume of calls arriving in Lee’s queue follows a Poisson 
distribution with an average of 18 per hour. If Lee’s queue receives more than 2 calls in 5 minutes, Lee 
won’t be able to keep up and customers will abandon their call. 
Determine the probability that Lee’s queue will have abandoned calls during a randomly chosen
help me please