Give every measure an owner
A metric becomes useful when someone can interpret it, act on it and explain the trade-off it represents. Start with decisions, then select measures that inform them.
Pair speed with outcome
Response and handling times need outcome context. Review them with resolution quality, repeat contact and escalation patterns to avoid rewarding work that is merely fast.
Show movement, not just snapshots
Trends, ranges and annotations are often more useful than a single large number. They reveal when a change began and what operational event may have influenced it.