In this article:


  • Understanding your Account’s health

  • Calculation of Account Health Score



Understanding your Account’s health


Account Details - Health Score

The Health Score section of the Account Details page gives you detailed information on how an account's health score is calculated and the specific scores the account receives from each health component.  

 

 

"Current health score configuration" shows the specific health configuration used to calculate the health score of the account.

 

The "Daily health score trend" tracks the trend of the account's daily health score over the last 90 days. 

 

The "Current health score breakdown" section lists out the specific health sections defined in the account's health configuration and their respective contribution to the overall account health score.

 

Particularly, the bar chart on the left shows the actual weighted score the account is able to receive from each section (highlighted in blue) out of the possible total (both blue and grey) according to the defined health criteria. 

 

And the pie chart on the right shows the percentage contribution each health section owns toward the overall account health score. 

 

The "Trend of health score components" chart on the bottom tracks the daily trend of each section's health score (none-weighted) for this account for as long as the last 90 days. 

 

The "Trend of health score components" chart on the bottom tracks the daily trend of each section health score (none-weighted) for this account for as long as the last 90 days. 

 

Calculation of Account Health Score

 

When calculating the health score for an account, each selected metric will be scored individually on a scale of 0 - 100 according to the health criteria defined in the configuration.

 

All metrics under a health component will be weighted equally when calculating the final score for that health component.

 

The overall health score for that account will be calculated as the weighted sum of all the component health scores

 

Example Calculation


  1. Calculating a specific section score

Metric: " Average daily session time"


Statement 1: "Health of 0 when at or below 7 mins."

Statement 2: "Health of 100 when at or above 30 mins."


When the actual value is 18 mins, the score for this metric will be calculated as:


(18-7)/(30-7)*100=48 (rounded up to the nearest integer).


When the actual value is 5 mins, the score for this metric will be 0.


When the actual value is 35 mins, the score for this metric will be 100.


  1. Calculating the overall health score

Below is a health score configuration with four components: 1) Support, 2) Account Engagement, 3) Product Usage, and 3) CSM Score.

 

Each component is assigned a weight shown in red. To keep things simple, the total weight of all components equals 10 (2 + 3 + 3 + 2).

 

The score for each underlying metric is shown in green.

 

1. Support (2)

  • Open tickets (80)

 

2. Account Engagement (3)

  • No of days active in a week (76)

  • % of Monthly active users (65)

 

3. Feature Usage (3)

  • Send email report (90)

 

4. CSM Score (2)

  • CSM Score (54)

 

Calculation of the "Account Engagement" component score:

Account Engagement = 76*50%+65*50% = 71

The percentage that each component contributes to the overall health score is defined as the weight of the component divided by the total weight of all the components (shown in blue).

 

Calculation of the final health score:

80*(2/10)+71*(3/10)+90*(3/10)+54*(2/10) = 75