I've seen months of effort poured into dashboards that nobody uses. Beautiful charts. Real time data. Colour coded everything. RAG statuses that update automatically. Drill downs into drill downs. The team glances at them in meetings, nods politely, and goes back to their spreadsheets. The problem is rarely the dashboard. It's what's being measured. The Activity Trap Most operational dashboards measure activity: Call volumes Average handling time Tasks completed Queue lengths