Ninety-two percent accuracy. A green arrow on the slide. And users quietly abandoning the product underneath it.

An insurer's claims-intake agent reported beautiful model metrics for two months while adjusters drifted back to reading files themselves — the errors hid in the complex claims, nobody could tell which fields were wrong, and "good" was never defined in the adjuster's language. The root cause wasn't measurement. It was definition, inherited from the vendor dashboard that shipped in the box.

This episode lays out the fix: four numbers to write before the first prompt. Task success defined in the user's units and verified in the system of record. The escalation band, which fails in both directions. Cost per successful outcome, not per call. And the harm line, the wrong action that must essentially never happen. Plus who signs the bar (the business owner, before the build), why the four numbers work as tripwires that police each other, the escalation band as the leading indicator, and the floor you write down while you're still clear-headed.

With a worked example (the four numbers for the bank payments agent from The Not Yet List) and the win: a retailer's returns agent whose operations director wrote the definition of good into the kickoff document, above the architecture diagram.

This is Track B, Episode 3 — the Product track: what to build, and why. New here? Start with Episode 1: Beyond the Demo.

Monday move: finish the sentence "this agent is good when…" in the user's units, write the four numbers and the floor, and get the business owner to sign it. If nobody will sign, you don't have a metrics problem. You have an ownership problem.