Why payments metrics give false comfort

The dashboard was green.Authorisation rates were steady. Latency was within tolerance. Uptime looked solid yet the room was tense. Operations had an exception queue that would not clear. Finance had unsettled items that kept ageing. Customer teams were seeing more “where is my money?” calls than the service report suggested. A partner was blaming a file cut-off. Internal teams were pointing at one another’s logs. Nothing had “failed” in the way the dashboard defined failure. But the system was not heal ...