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Because the easy ones are throughput measures. Optimising tickets closed per agent produces fast shallow answers and customers who come back, which the same report counts as more closures.
Meanwhile the metric that matters — did this get solved — is harder to count, so it usually is not.
Reopen rate beside close rate, always. A high close rate with a high reopen rate is worse than a lower one with neither.
Resolution codes turn volume into causes. Without them you know you had four hundred tickets; with them you know a hundred and ten were about one confusing screen.
Reopen rate — it catches what close rate hides.
Visible to them, yes; as a performance measure, no.
Arrival patterns against SLA outcomes, with causes.
Half an hour with your own data usually saves reading three of these. The guides will still be here afterwards.