What’s inside
Built from 19 years of getting it wrong first.
Each metric comes with why it matters, how to calculate it honestly, and the specific way teams game it without realizing.
01
The metric, defined honestly
No hand-waving. The exact formula and what counts — and what teams quietly exclude.
02
Why it drives a decision
Each one ties to a real choice: staffing, routing, escalation, or investment.
03
The trap it hides
Every metric can be gamed. I show you how, so you can spot it on your own dashboards.