--- 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 --- # Custom metrics (Lux UI) # Custom metrics 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 Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete. ## Summary of Custom metrics in AI Admin Center (Lux UI) The AI Admin Center in the Lux user experience enables ServiceNow customers to create and manage custom metrics for evaluating AI assistant performance. Custom metrics define specific criteria for measuring deflection rates---interactions where the AI assistant successfully resolves user needs without human escalation. This allows organizations to tailor performance measurement to their unique requirements beyond the system-provided default metric. Show full answer Show less Lux UI is the current supported interface for AI Admin Center, with the Next Experience UI preparing for deprecation. Both interfaces coexist in version 6.1, but custom metrics functionality described here applies exclusively to Lux UI. ## Key Features * **Custom Metrics Management:** View all system and custom metrics in a consolidated list, clearly labeled by type and status (active/inactive). * **Event-Based Condition Logic:** Define custom deflection criteria based on granular event data and user feedback, enabling precise measurement aligned with organizational goals. * **Assistant Mapping:** Map each AI assistant to one active custom metric at a time to reflect relevant performance criteria on their deflection cards in the Performance view. * **Data Persistence Requirement:** To enable custom metrics based on feedback or event conditions, set the system property **snnowassistva.analytics.persistencestrategy** to **both**. This ensures detailed event data is written to ServiceNow Otto event tables for accurate metric evaluation. * **Interactive Metric Creation and Editing:** Build and test custom metrics with live data before saving, and update condition logic or assistant mappings as needed. ## Practical Use for ServiceNow Customers * Leverage custom metrics to gain tailored insights into AI assistant effectiveness, specifically focusing on deflection rates that matter to your business context. * Ensure accurate data collection by configuring the required persistence strategy setting, which supports metric condition evaluation. * Manage multiple AI assistants efficiently by assigning them to appropriate custom metrics, enabling consistent performance tracking. * Use the AI Admin Center's intuitive Lux UI to create, test, and modify metrics without impacting live operations, fostering continuous improvement of AI assistant performance measurement. Create custom metrics to define the criteria for measuring AI assistant performance, including custom deflection rates based on event-based condition logic. 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. 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. ## Custom Metrics {#ai-admin-center-custom-metric__section_cm_overview} The Custom Metrics section in AI Admin Center allows you to define custom metrics for measuring AI assistant performance. A custom deflection metric determines the criteria for counting an AI assistant interaction as deflected. A deflected interaction is one in which the assistant resolved the user's need without escalation to a human agent. The platform includes a system-provided default metric. You can create custom metrics that reflect your organization's specific deflection criteria. Each AI assistant can be mapped to one active metric at a time. Important: Set the `sn_nowassist_va.analytics.persistence_strategy` system property to `both` so that granular feedback and event data write to the ServiceNow Otto for Virtual Agent event tables that the condition builder evaluates. This data doesn't include events from other AI surfaces, such as AI Search or in-product skills. Custom metrics built on Feedback or Event type conditions require this data to return results. ## Custom metrics list {#ai-admin-center-custom-metric__section_cm_list} The Custom Metrics page lists all metrics available in your organization. System-provided metrics and custom metrics are visually distinguished in the list. Select New metric to create a metric; for steps, see [Create a custom metric in AI Admin Center (Lux UI)](https://www.servicenow.com/docs/aSSqcXzI0GRQ190MvRu_Xw "Create a custom metric by specifying event-based condition logic and testing it against live data before saving."). Use the search field above the list to filter metrics by name. Figure 1. Custom Metric tab Name : This area of the page displays the name of the custom metric. Metric type : This area of the page displays the type of metric as a badge, either Out of the box for the system-provided default metric or Custom for a metric that you create. Status : This area of the page displays whether the metric is active or inactive. Assistants : This area of the page displays the number of AI assistants currently mapped to this metric. Hover over the Metric Type and Assistants column headers for a description of each field. ## Assistant mapping {#ai-admin-center-custom-metric__section_cm_mapping} Each AI assistant can be mapped to one custom metric at a time. When a custom metric is active for a mapped assistant, the deflection card on the assistant's Performance view shows the active metric name. For steps to map an assistant to a metric, 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."). The Custom Metrics page also lists all AI assistants in an Assistants table below the metrics list. This table shows each assistant's name and the metric it is currently mapped to, in the Mapped to column. Use the search field above the table to filter assistants by name. * **[Create a custom metric in AI Admin Center (Lux UI)](https://www.servicenow.com/docs/aSSqcXzI0GRQ190MvRu_Xw)** Create a custom metric by specifying event-based condition logic and testing it against live data before saving. * **[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.