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For an equilibrium M/G/1 queue, the expected value of the time W spent by a customer in the queue are given by Pollaczek-Khintchine formula as below:<ref name=":0">{{Cite book|title=Introduction to Queuing Theory|last=Cooper|first=Robert B.|publisher=Elsevier Science Publishing Co.|year=1981|isbn=0-444-00379-7|___location=|pages=189}}</ref>
<math>E(W)=\frac{\rho\tau}{2(1-\rho)}\left(1+\frac{\sigma^2}{\tau^2}\right)</math>
where τ is the mean service time; σ<sup>2</sup> is the variance of service time; and ρ=λτ < 1, λ being the arrival rate of the customers.
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