I understand the basic concept. But my company is government based and I may have to try the usual, # of available minutes on the phone. The reps are required to meet 400 minutes on the phone daily, with a 30 minute lunch and 2 15 minute breaks. they currenly have 40 extra minutes for off phone work. I would like to offer some kind of incentive but I dont want the criteria to be if they meet 400 minutes daily they win. I need more structure. I want to monitor the quality of the call and also make the goal large but obtainable.