---
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


---

# Configure global metrics

# Configure global metrics for external AI systems {#ariaid-title1}

Release version: Australia  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read  
Choose which metrics evaluate all your external AI systems by default, exclude an individual system from a specific metric, and adjust how often each metric runs.

## Before you begin

Role required: sn_ai_governance.ai_steward

## About this task

Global metric configuration determines which metrics evaluate every external AI system by default and how often each one runs.

## Procedure

1. Navigate to AllAI Control TowerHomeSettingsRules and templatesEvaluation.
2. On the AI evaluations sub-tab, select External AI systems.
3. Review the quality and safety metrics that are included by default.  
   The following quality and safety metrics are evaluated for external AI systems with a 5% sample rate by default.

   Task completion
   :   Whether the agent decision path and output satisfy the user's request.

   Answer relevancy
   :   Whether the response addresses the query and remains on topic.

   Secrets detection
   :   Whether the response contains leaked credentials, API keys, or other sensitive secrets.

   Instruction adherence
   :   How closely the response follows the given instructions.

   For a complete list of available metrics and their descriptions, see [Evaluation metrics](https://www.servicenow.com/docs/c_AxrBygNmrZXE9fu5qsOQ "All evaluation metrics available in AI Control Tower, with their categories, evaluation levels, scoring formats, and descriptions.").
4. **Optional:** In the Evaluation metrics for Agentic AI section, add or remove metrics that you want to evaluate.  
   Important:  
   Adding more metrics increases the visibility you gain into each session, but also increases assist usage to evaluate it. Select the metrics that give you the insight you need.

   | Option | Description |
   | Add metrics | 1. Select + Add metrics. 2. In the Add evaluation metrics panel, find or search for the metric that you want to add. 3. Select the metric. 4. Select Done. |
   | Remove metrics | 1. Find the metric that you want to remove. 2. Select the remove icon. 3. Select Remove to confirm. |
   |-|-|

   {#mon-ai-configure-global-metrics-external__choicetable_add_remove_metrics_ext}
5. **Optional:** Adjust the sample rate for one or more included metrics.  
   The sample rate determines what percentage of AI executions a metric evaluates. For external AI systems, each metric has its own sample rate, so you can evaluate the metrics that matter most on more executions and sample the rest.

   When metrics that contribute to the same quality or safety score use different sample rates, the metric with the higher rate evaluates more executions and can skew that score toward its results.  
   Important:  
   Increasing a metric's sample rate evaluates more executions and gives you more confidence in its score, but also increases assist usage. Set the lowest rate that produces enough evaluated sessions to trust the score.
   1. In the Evaluation metrics for Agentic AI section, select the edit icon next to the sample rate that you want to update.
   2. Enter the new sample rate.
   3. Select Apply.
   {#mon-ai-configure-global-metrics-external__substeps_w5m_hmd_hkc}
{#mon-ai-configure-global-metrics-external__steps_configure_global}

## What to do next

To have a metric contribute to your quality or safety scores, add it to a metric template and assign a weight. See [Configure an evaluation metric template](https://www.servicenow.com/docs/~6Wl1cgX0wLnQujKladjaw "Adjust the scoring formula for a metric template to change which metrics contribute to quality or safety scores, or to change how much weight each metric carries.").

To tailor metrics for an individual external AI system instead of changing the global configuration, see [Configure asset-specific metrics for external AI systems](https://www.servicenow.com/docs/UWgY4DmrUn_VWbtGsLJI~g "Add or remove metrics for one or more external AI systems without changing the global metric configuration, and adjust metric sample rates.").
**Related tasks**   

* [Activate evaluation scoring for external AI systems](https://www.servicenow.com/docs/DJwf5i7uHymbQr5MjNM7DA "Assess the quality and safety of your external AI systems by connecting them to AI Control Tower and activating evaluation scoring.")
* [Configure asset-specific metrics for external AI systems](https://www.servicenow.com/docs/UWgY4DmrUn_VWbtGsLJI~g "Add or remove metrics for one or more external AI systems without changing the global metric configuration, and adjust metric sample rates.")
* [Exclude external AI systems from a metric](https://www.servicenow.com/docs/htwTgh7pXSExNOqECMwdEA "Exclude one or more external AI systems from a specific metric, without changing that metric's configuration for every other system.")

*[\>]: and then