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

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    - brazil

ft:locale :

    - en-US

ft:publication_title :

    - Brazil 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: Brazil  
Updated October 1, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read  
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/75zLKZS0mdrVTR9Zj8hUTQ#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/RErxMOqH3NTQhxEry2KgnQ#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/G7H5v3BDV~QcfVlTe39qxA "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/yd68pX2f9LVxuazt1ZTDMw "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/G7H5v3BDV~QcfVlTe39qxA)**   
  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/yd68pX2f9LVxuazt1ZTDMw)**   
  Update a custom metric's condition logic, map AI assistants to it, and activate or deactivate it.