Start with the system, not one metric
Response time matters, but it is an output of many interacting choices: where demand occurs, which resources are available, how calls are prioritized, how units are deployed and what happens during long-duration incidents. An assessment should make those relationships visible.
Measure reliability and workload together
Averages can look acceptable while specific places, hours or demand conditions experience repeated failures. Examine distributions, simultaneous demand, unit-hour utilization, task time and coverage recovery, not only a single systemwide average.
End with implementation
A finding is useful only when leaders can connect it to a decision, owner, sequence and measure of success. The assessment should distinguish immediate fixes, structural choices and questions that require better data.