Overview
Health score configuration is managed from Settings > Health Scores. The configuration page has three tabs: Configuration, Test, and History.
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), High Risk (25-49), Medium (50-74), Healthy (75-100).
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%.
Metric Configuration
Each enabled category contains individual metrics that can be toggled on or off. Expand a category section to see its available metrics.
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, High Risk, Medium, and Healthy
- Direction - Whether higher values are better (e.g., MRR) or lower values are better (e.g., open tickets)
Time Periods
Metrics that measure activity over time support configurable lookback periods:
- Product Usage - 30d, 60d, 90d, 180d, 1y
- Engagement / Support - 30d, 90d
Product Usage Scoring Methods
Product usage metrics support four scoring methods:
| Method | Description |
|---|
| Trend + Volume | Combines usage volume with trend direction (recommended) |
| Absolute Value | Score based on raw usage numbers |
| Growth Percentage | Score based on percentage change vs previous period |
| Absolute Difference | Score based on change in units vs previous period |
Market Signals
Market Signals scoring is automatic based on detected signals. Positive signals (funding, growth) improve the score, while negative signals (layoffs, financial trouble) reduce it. No threshold configuration is needed.
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.
Saving and Publishing
The configuration supports a draft/publish workflow:
- Save Draft - Saves your changes without affecting live scores
- Publish - Activates the configuration for all customers
- Reset - Reverts unsaved changes to the last saved state
An “Unsaved” indicator appears when you have pending changes.
Publishing
When you publish:
- A dialog prompts for a version name (required) and change description (required for subsequent versions)
- The previous published version is archived
- A new version number is assigned
- All future health score calculations use the new configuration
Publishing affects all customers. Use the Test tab to validate your configuration before publishing.
