---
sourceDocument: Australia Enable AI
sourceDocumentLink: https://www.servicenow.com/docs/r/australia/intelligent-experiences

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia Enable AI

ft:clusterId :

    - platai

bundleId :

    - platai

workflow :

    - Platform


---

# Create a custom metric (Lux UI)

# Create a custom metric in AI Admin Center (Lux UI) {#ariaid-title1}

Release version: Australia  
Updated October 1, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read  
Create a custom metric by specifying event-based condition logic and testing it against live data before saving.
Important:  
Lux is the new user experience for AI Admin Center. For more information on the Lux experience, see [AI Admin Center user experience (Lux UI)](https://www.servicenow.com/docs/lHQ~QQAqCp2om57kHgokVA#ai-admin-center-lux-user-experience "Use the AI Admin Center experience to set up, monitor, and manage your AI solutions.").

The Next Experience
AI Admin Center workspace is being prepared for future deprecation and will no longer be supported. For more information on the Next Experience UI, see [AI Admin Center workspace (Next Experience UI)](https://www.servicenow.com/docs/d7aSXEU_I2o5wKQYcOqhqA#now-assist-center-workspace "Use the AI Admin Center workspace to set up, monitor, and manage your AI solutions.").

In AI Admin Center version 6.1, the Next Experience and Lux user interfaces are both available.

## Before you begin

Role required: `ai_engmt_admin`

## About this task

Custom metrics let you specify the event criteria that count as a deflected assistant interaction in your organization. After creating a metric, edit it to map it to one or more AI assistants and activate it.  
Note:  
This topic describes the AI Admin Center feature based on the Lux user experience (UI). There is no Next Experience UI version of this topic.

## Procedure

1. Navigate to AllAI Admin CenterHome or AdminAI Admin Center. {#ai-admin-center-create-custom-metric__ai-admin-center-reuse-ph-app-task-navigation-lux}
2. Select Analytics (![Analytics icon.]()) in the side navigation panel.
3. Select the Custom Metric tab.
4. Select New metric.  
   The Custom Metric editor opens. Figure 1. Custom Metric editor
5. Enter a Name for the metric.
6. **Optional:** Enter a Description.
7. Build the condition logic in the condition builder.  
   Add events and connect them with AND, OR, or NOT operators. Groups can be nested to form recursive logic. Each condition specifies an event type, a reference point, and an optional time window.

   Select from the following event types when building conditions: Response provided, Feedback, Event type, Conversation transferred to Live Agent, Request, and Response.

   For time-based conditions, select the unit (Seconds, Minutes, or Hours) from the duration unit picker next to the duration field. The picker defaults to the largest unit that the stored duration value divides evenly
   into.

   Hover over a column header in the condition builder for a description of that field.
8. **Optional:** Select Test against live data to validate the condition logic before saving.  
   Select a date and an assistant, then select Run test. The results show the number of requests that matched the metric's criteria for the selected day (matching count). The results also show the
   number of those requests counted as deflected under the metric (deflected count).
9. Select Save.

## Result

The custom metric is added to the Custom Metrics list. To map the metric to AI assistants and activate it, see [Edit a custom metric in AI Admin Center (Lux UI)](https://www.servicenow.com/docs/8FW~7qxhbGms4o1WbZOnwQ "Update a custom metric's condition logic, map AI assistants to it, and activate or deactivate it.").

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