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According to this question it is assumed that the total calls are 420. it says 400 calls connected, while 20 were blocked, meaning those 20 never made it through.

So we have a total of 420 offered calls

400 successful calls

and 20 blocked calls

The formula for finding the Grade of service (GoS) can be written as

Number of blocked calls / Number of offered calls.

20/420 =  0.477

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