Sounds exactly like my time at Gap Store Support down to the letter. ACW was limited to 1 minutes per call, and eventually you had to have approval for ACW, especially during busy hours. Bathroom breaks had to be when it was dead and no more than 10 minutes in a day. Had to be told when you could take a lunch or break based on call volume. RONA was basically an automatic write-up, made that mistake when going to lunch and not hitting the Lunch button.