Students arrive randomly at the desk of the computer lab. there is only one service agent, and the time required for inquiry varies from student to student. arrival rates have been found to follow the poisson distribution, and the service times follow the negative exponential distribution. the average arrival rate is 12 students per hour, and the average service rate is 20 students per hour. what is the utilization factor? a. 20% b. 30% c. 40% d. 50% e. 60%