Agent Adoption KPIs: Valid Completion, Net Work Capacity and Expansion

Define the work being improved

Select tasks, users, observation period and permitted actions, with current quality, time and cost baselines. Valid completion needs reviewable criteria: usable output, required approval and confirmation of the actual endpoint.

Technical testing and real use provide different evidence. Usage can reflect volume, mandatory workflow, access or reliability; it does not alone prove trust. Frequent calls cannot offset unacceptable errors.

Separate use, calls and completion

Define eligible users/tasks before active-user and task-use rates. One task may invoke several tools or retries; each call is not a new task.

Retain task identity, scope and completed, pending, returned or incomplete states rather than successful work alone. Review is part of the process, not automatically an error. Record corrections/rejections separately with reasons.

Calculate net capacity separately from cash

For comparable work, this conditional calculation has units of hours:

Unique valid completed tasks × average net human-hours difference for that task type.

Compare actual human preparation, checking, review and correction in old/new workflows. Deduct failed-attempt, retry and exception work not already included; do not count it twice. Calculate task types separately and aggregate over a consistent period.

No valid completion means zero capacity from this completion volume, while evaluation/operation costs can remain. Estimated minutes, calls or a manager's endorsement cannot replace measurement. Preserve negative capacity results too.

The UK Efficiency Framework distinguishes productivity from evidenced spending reduction. Saved hours may increase available work capacity without reducing payroll, releasing cash or establishing ROI.

Build an expansion worksheet

A primary outcome can help prioritize alongside quality, risk and cost conditions. Every company/task need not use one identical north star.

Zero completions cannot become a low per-task cost. Rising escalation can reflect appropriate referral of high-risk work; assess causes/outcomes rather than always demanding decline. Set acceptance from task consequences, baseline and affordable costs, not universal success/adoption floors.

Investigate low use without assuming its cause

Ask eligible users about task volume, quality, access, interfaces, review and handover. Include data/model reliability, choose an intervention and compare equivalent scope. Friction is not the only possible cause, and its removal is not always better than improving quality.

NIST AI RMF (January 26, 2023) supports contextual monitoring, not numeric investment gates. Before expansion, check quality/risk, operating ownership, full incremental cost and attributable benefit. Record capacity separately from financial realization.

Sources reviewed October 4, 2026. The UK framework was updated November 24, 2025; it is not Taiwan accounting rules. See the enterprise ROI framework or define task/acceptance scope through the Agentic workflow service.