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Overview

Open Configuration → Health Score to manage scoring. Each configuration has Setup, Test, and History tabs.

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Creating a config

New configs start with a three-step wizard:
1

Choose customers

Score all customers or a specific segment. You can have one all-customers config plus one per segment (a segment can only be bound to one config). Picking a segment shows a live count of matching customers.
2

Scores & categories

Set the score-range buckets and category weights (details below).
3

Scoring intelligence

Click Auto-configure and AI generates risk signals and growth signals tailored to your organization and connected tools. They’re editable as plain text — refine or regenerate as needed.
Scoring investigates permitted customer evidence against your category criteria and Risk/Growth instructions. Relevant evidence can span CRM records, billing, support, communications, usage, and market information. A connected source does not guarantee that every record or historical period is available. Review the enabled sources and usage metrics in Setup. Source exclusions and disabled metrics remain excluded from scoring. Save changes as a draft and use Test to inspect the evidence and result before publishing.

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Score Buckets

The score bucket bar at the top defines four risk levels that map score ranges to labels and colors.
  • Drag the dividers between buckets to adjust score ranges
  • Click a label to rename it
  • Buckets must cover the full 0-100 range without gaps
Default buckets: Critical (0-24), At Risk (25-49), Medium (50-74), Healthy (75-100).

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Category Weights

Sliders control how much each category contributes to the overall score. Five categories are available:
  • Revenue
  • Product Usage
  • Engagement
  • Support
  • Market Signals
Each category has an enable/disable toggle. Disabled categories are excluded from the calculation. Weights for enabled categories must total exactly 100%.

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Metric Configuration

Each enabled category contains individual metrics that can be toggled on or off. Expand a category section to see its available metrics.

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Threshold Editor

Each metric (except Market Signals) uses three threshold values that create four scoring buckets. Click the edit button on a metric to configure:
  • Three threshold values - Define the boundaries between Critical, At Risk, Medium, and Healthy
  • Direction - Whether higher values are better (e.g., MRR) or lower values are better (e.g., open tickets)

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Time Periods

Metrics that measure activity over time support configurable lookback periods:
  • Product Usage - 30d, 60d, 90d, 180d, 1y
  • Engagement / Support - 30d, 90d

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Product Usage Scoring Methods

Product usage metrics support four scoring methods:

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Market Signals

Market Signals considers available customer developments against your scoring instructions. For example, funding or growth may support an opportunity while layoffs may suggest risk. Review the explanation and evidence rather than treating every positive or negative event as a fixed score adjustment. No metric threshold configuration is needed.

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Absolute usage thresholds

When every enabled Product Usage metric uses Absolute Value, Quivly calculates that category from observed usage, each metric’s configured aggregation and thresholds, and its selected lookback period. All metrics in an assessment use one fixed cutoff time. Missing, unreadable, or excluded usage cannot stand in for a verified zero; correct the data or configuration before relying on the assessment. Other scoring methods and qualitative categories use AI judgment against the configuration and available evidence. See the Metrics Guide.

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Orphaned Metrics

If a usage metric was configured but its data source is removed, it is flagged with a warning badge so you can update the configuration.

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Saving and Publishing

The configuration supports a draft/publish workflow:
  • Save Draft - Saves your changes without affecting live scores
  • Publish - Activates the configuration for the customers it scopes (all customers, or its segment). Publishing in the app also starts recalculation for those customers; regular daily scoring continues afterward.
  • Reset - Reverts unsaved changes to the last saved state
An “Unsaved” indicator appears when you have pending changes.

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Publishing

When you publish:
  1. A dialog prompts for a version name (required) and change description (required for subsequent versions)
  2. The previous published version is archived
  3. A new version number is assigned
  4. All future health score calculations use the new configuration
Publishing affects every customer the config scopes. Use the Test tab to validate your configuration before publishing.