Vehicles in a certain country are required to be assessed every year for road-worthiness. At one vehicle assessment center, drivers wait for an average of 15 minutes before the road-worthiness assessment of their vehicle commences. The assessment takes on average 20 minutes to complete. Following the assessment, 80% of vehicles are passed as road-worthy allowing the driver to drive home. A further 15% of vehicles are categorized as a “minor fail”; these vehicles require on average 30 minutes of repair work before the driver is allowed to drive home. The remaining 5% of vehicles are categorized as a “significant fail”; these vehicles require on average three hours of repair work before the driver can go home.
A continuous-time Markov model is to be used to model the operation of the vehicle assessment centre, with states W (waiting for assessment), A (assessment taking place), M (minor repair taking place), S (significant repair taking place) and H (travelling home).
generator matrix i got:
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but i dint know how to find the 2 empty spaces in second row. Any help would be appreciated.


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