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Where to Find It

Go to Settings → Health Score Settings to configure how health scores are calculated for your organization. Changes you make here apply to all accounts and take effect on the next daily calculation.
Changes take effect on the next daily health score calculation.

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Factor Weights

Each of the five health scoring factors contributes a percentage of the overall 0–100 score. You can adjust these weights to reflect what matters most to your team. Rules:
  • Each weight is a percentage between 0% and 100%.
  • Weights should sum to 100% for intuitive results.
  • Setting a factor’s weight to 0% effectively disables that factor.

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Default Weights

Without CSM Pulse:
FactorDefault Weight
Email Response Time25%
Open Requests20%
Meeting Frequency20%
Issue Resolution20%
Recent Activity15%
Total100%
With CSM Pulse enabled (non-zero weight): When a CSM Pulse score is set on an account and updated within the last 90 days, it is included in the calculation at the weight you configure. The default distribution when CSM Pulse is active is:
FactorDefault Weight
Email Response Time20%
Open Requests16%
Meeting Frequency16%
Issue Resolution16%
Recent Activity12%
CSM Pulse20%
Total100%
If your team regularly sets CSM Pulse scores, give CSM Pulse a meaningful weight (15–25%) so that human judgment influences the final score. If your team rarely uses it, keep it at 0% to avoid inconsistent scoring across accounts.
If an account doesn’t have a CSM Pulse set (or the rating is older than 90 days), the CSM Pulse factor is excluded and its weight is redistributed proportionally across the other factors — so accounts without a pulse are never unfairly penalized.

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Tier Configuration

Health tiers map score ranges to labels and colors displayed throughout the app. You can customize the boundaries, names, and colors to fit how your team communicates account health. Each tier has three configurable fields:
FieldDescription
minScoreThe minimum score required to qualify for the tier
labelThe display name shown in the UI
colorA hex color code used for badges and charts

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Default Tiers

TierScore RangeDefault LabelDefault Color
Healthy80–100HealthyGreen (#22c55e)
Needs Attention60–79Needs AttentionYellow (#eab308)
At Risk40–59At RiskOrange (#f97316)
Critical0–39CriticalRed (#ef4444)
Rename tiers to match your team’s language. For example, “Champion” instead of “Healthy” or “Watch List” instead of “Needs Attention” can make health statuses feel more actionable.
Tier boundaries also affect Extreme Pulse behavior — if you raise the Healthy threshold, the floor for a pulse=10 override rises automatically to match.

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Scoring Thresholds

Thresholds define what counts as “excellent”, “good”, “fair”, or “poor” for each factor. Adjusting these lets you tune the scoring to match your team’s service level expectations.

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Default Thresholds

FactorExcellentGoodFairPoor
Email Response Time< 4 hrs< 12 hrs< 24 hrs< 48 hrs
Open Requests0≤ 2≤ 5≤ 10
Meeting Frequency≥ 4 / 6mo≥ 2 / 6mo≥ 1 / 6mo—
Issue Resolution< 3 days< 7 days< 14 days< 30 days
Recent Activity< 3 days< 7 days< 14 days< 30 days
If your customer base is enterprise with longer sales cycles and less frequent contact, consider relaxing the Meeting Frequency and Recent Activity thresholds so healthy accounts aren’t penalized for expected patterns.

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Extreme Pulse Settings

Go to Settings → Health Score Settings → Extreme Pulse to configure how the system handles CSM Pulse scores at the extremes (1 or 10). When a CSM gives an account a pulse of 1 or 10, those ratings represent high-conviction signals that automated metrics alone might not capture. Extreme Pulse amplification ensures those signals have an outsized effect on the final score.
  • Pulse = 1 guarantees the account lands in the Critical tier, regardless of how good the automated metrics look.
  • Pulse = 10 guarantees the account lands in the Healthy tier, regardless of how poor the automated metrics look.
The tier guarantee is derived automatically from your tier configuration — if you change your Healthy threshold, the floor for pulse=10 updates to match.

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Configurable Options

SettingDescriptionDefault
EnabledToggle extreme pulse amplification on or offOn
AmplifierMultiplier applied to CSM Pulse weight (1.0–3.0×)1.5×
Extreme Pulse ExpirationDays until a pulse=1 or pulse=10 rating expires30 days
Normal Pulse ExpirationDays until a pulse=2–9 rating expires90 days
How the amplifier works: If CSM Pulse has a base weight of 20% and the amplifier is set to 1.5×, the effective weight used for an extreme score becomes 30%. This gives the CSM’s signal more pull in the final weighted average before the tier guarantee is applied. Why extreme pulse expires faster: Extreme ratings (1 or 10) carry more risk of becoming stale — a customer situation can change quickly. The shorter expiration window (default 30 days) encourages CSMs to re-evaluate accounts they’ve flagged at the extremes.
If your CSMs frequently flag accounts with extreme pulse scores that turn out to be short-lived situations (e.g., a renewal risk that resolved quickly), consider lowering the extreme pulse expiration to 14 days to keep scores fresh.
When extreme pulse amplification is applied to an account, a small indicator appears on the health score gauge:
  • ↑ (green): Score was boosted due to pulse = 10 (Healthy guaranteed)
  • ↓ (red): Score was reduced due to pulse = 1 (Critical guaranteed)
Hover over the health score to see details about which tier override was applied.