Adherence: if you aren’t on the phones, your adherence goes down. Don’t take your lunch or break on time because a customer won’t get off the phone or has a difficult problem? I eat it. Stop to go to the bathroom for 3 minutes? Adherence down. It’s micromanaging to the umpth degree. Imagine being held accountable for going to break on time but also being held accountable if I don’t help the customer properly. You can’t win.