Have you ever sat at a traffic light, wondering why it takes so long for it to turn green? Have you ever fantasized about owning one of those mysterious remote controls that would allow you to control all traffic lights on your drive? I know I certainly have. There is probably nothing more frustrating than a traffic light instructing you not to move when there is no reason other traffic. The red light tells you to wait, but you want to go!
In a way, many performance management solutions for contact centers work the same way.