Monitoring Performance Metrics for Employees

Something came up today regarding the topic of monitoring employee performance. An example was the average first response time to a support request. Now, I absolutely understand why you'd want to monitor these things to improve the service.

However, my concern here is that if I'm the first person online, and something has been waiting for hours overnight, I assign that to me. That first response time will be awful, and completely skew the reporting, implying that I'm lazy and don't respond to things in a timely manner.

That would basically encourage someone to never assign something to themselves that had already exceeded the desired response threshold.

I'm sure things like this can be accounted for easily. But always something that needs to be considered when you start monitoring.

Thankfully, I'm working in a fantastic place that wouldn't blindly follow that number. But some places would.