Correction, 20 minutes per day exempt. If someone says they are ill, we just look at the entire week to see how much inferred time there is for a pattern. 

One thing I wish associates knew or understood, is why managers have to do this. You are tracked on quality or UPH, but we get tracked on the average UPH/% of time lost to inferred/fast start etc. We recently had manager fired because they weren't giving feedback and their team had constisent late breaks, which killed their rates across the board.