"Not only that but Emails Sent seems like a useless vanity metric."
We use it on our board to track the volume of support e-mails going out the door for each support agent. It's very useful!
We use it on our board to track the volume of support e-mails going out the door for each support agent. It's very useful!
From that perspective, I think dashboards are useful as a sort of warning signal for things going wrong, but not as indicators of whether things are going right. So, the right way to approach it in my opinion is to measure whether mails are being sent at all, because that would indicate a major issue.