> ## Documentation Index
> Fetch the complete documentation index at: https://docs.zudo.so/llms.txt
> Use this file to discover all available pages before exploring further.
# Health Score Config
> Customize factor weights, tier boundaries, scoring thresholds, and extreme pulse behavior.
Go to **Settings → Health Score Settings** to configure how health scores are calculated. Changes apply to all accounts and take effect on the next daily calculation.
## Factor Weights
Each of the six scoring factors contributes a percentage of the overall 0–100 score. Adjust weights to reflect what matters most to your team. Weights should sum to 100%; setting a factor to 0% disables it.
**Without CSM Pulse:**
| Factor | Default Weight |
| ------------------- | -------------- |
| Email Response Time | 25% |
| Open Requests | 20% |
| Meeting Frequency | 20% |
| Issue Resolution | 20% |
| Recent Activity | 15% |
| Contact Activity | 0% |
| Indicators | 0% |
**Contact Activity** and **Indicators** default to 0%. Opt into them once you have the underlying data flowing —
Vitally / API for contact activity, [Segment](/integrations/segment) or [PostHog](/integrations/posthog) for
indicators. See [Indicators](#indicators) below for the participation flow.
**With CSM Pulse enabled:**
When an account has a CSM Pulse score updated within the last 90 days, it's included at the weight you configure:
| Factor | Default Weight |
| ------------------- | -------------- |
| Email Response Time | 20% |
| Open Requests | 16% |
| Meeting Frequency | 16% |
| Issue Resolution | 16% |
| Recent Activity | 12% |
| Contact Activity | 0% |
| Indicators | 0% |
| CSM Pulse | 20% |
If your team regularly sets CSM Pulse scores, give it 15–25% weight so human judgment influences the final score. If
your team rarely uses it, keep it at 0%.
If an account has no CSM Pulse (or it's older than 90 days), the weight is redistributed proportionally across the other factors — no account is penalized for missing a pulse.
## Tier Configuration
Health tiers map score ranges to labels and colors used throughout the app. Each tier has a `minScore`, a `label`, and a hex `color`.
| Tier | Score Range | Default Color |
| --------------- | ----------- | ------------------ |
| Healthy | 80–100 | Green (`#22c55e`) |
| Needs Attention | 60–79 | Yellow (`#eab308`) |
| At Risk | 40–59 | Orange (`#f97316`) |
| Critical | 0–39 | Red (`#ef4444`) |
Rename tiers to match your team's language — "Champion" instead of "Healthy" or "Watch List" instead of "Needs
Attention".
Tier boundaries also affect [Extreme Pulse](#extreme-pulse-settings) — if you raise the Healthy threshold, the floor for a pulse=10 override rises to match.
## Scoring Thresholds
Thresholds define what counts as excellent, good, fair, or poor for each factor. Tune these to match your team's service level expectations.
| Factor | Excellent | Good | Fair | Poor |
| ------------------- | --------- | --------- | ---------- | ---------- |
| Email Response Time | \< 4 hrs | \< 12 hrs | \< 24 hrs | \< 48 hrs |
| Open Requests | 0 | ≤ 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 |
| Contact Activity | \< 1 day | \< 3 days | \< 7 days | \< 14 days |
**Contact Activity** measures how recently a contact at the account was active. Data comes from
[Vitally](/integrations/vitally) (`lastSeenTimestamp`) or the [API](/api-reference/accounts#update-account)
(`contactActivityAt`). When set via API, the API value takes priority over Vitally data.
Enterprise customers with longer sales cycles and less frequent contact may need relaxed Meeting Frequency and Recent
Activity thresholds.
## Extreme Pulse Settings
When a CSM gives an account a pulse of **1** or **10**, that high-conviction signal overrides automated metrics:
* **Pulse = 1** → account lands in **Critical**, regardless of other metrics
* **Pulse = 10** → account lands in **Healthy**, regardless of other metrics
The tier guarantee derives from your tier configuration — changing the Healthy threshold automatically adjusts the pulse=10 floor.
### Options
| Setting | Description | Default |
| ------------------------ | ------------------------------------------------- | ------- |
| Enabled | Toggle extreme pulse amplification on or off | On |
| Amplifier | Multiplier applied to CSM Pulse weight (1.0–3.0×) | 1.5× |
| Extreme Pulse Expiration | Days until a pulse=1 or pulse=10 rating expires | 30 days |
| Normal Pulse Expiration | Days until a pulse=2–9 rating expires | 90 days |
**Amplifier example:** With a base CSM Pulse weight of 20% and a 1.5× amplifier, the effective weight for an extreme score becomes 30%, giving the CSM's signal more pull before the tier guarantee is applied.
**Why extreme pulse expires faster:** Extreme ratings carry more risk of becoming stale. The shorter window (30 days by default) encourages re-evaluation of flagged accounts.
When amplification is active on an account, an indicator appears on the health score gauge:
* **↑ (green)** — boosted by pulse = 10
* **↓ (red)** — reduced by pulse = 1
Hover over the score gauge for details on which override was applied.
## Indicators
The **Indicators** tab lets you fold any of your saved [Indicators](/accounts/indicators) into the health score as a single weighted factor. Useful when product-usage signals like *Power user* or *Active in last 7 days* should drive the health number — not just inform it.
### Setup flow
On the **Weights** tab, set **Indicators** above 0. This unlocks the **Indicators** tab. The slider participates in
the 100% weight sum just like any other factor.
On the **Indicators** tab, check each indicator you want to include in the composite. Indicators come from **Settings
→ Indicators**.
Each included indicator gets a **Sub-weight** input. Sub-weights are relative within the composite — they don't sum
to 1 — they just determine how much each indicator pulls relative to its peers. Equal weights make every indicator
count the same.
How each indicator's value maps to a 0–100 component score:
* **Yes / no indicators** — set the score for `true` (default 100) and the score for `false` (default 0).
* **Number indicators** — set four thresholds (excellent / good / fair / poor) that map to 100 / 80 / 60 / 40 / 20,
plus a **Direction** dropdown (`Higher is better` or `Lower is better`).
Changes apply on the next health score calculation. Trigger a recalc by saving the modal — the next nightly run picks
up the new shape.
### How the composite scores
Per indicator:
* Boolean → `value === true ? trueScore : falseScore` (defaults `100 / 0`)
* Number → threshold curve. Example with `direction: higher_is_better` and `excellent: 50, good: 20, fair: 5, poor: 0`:
* `value ≥ 50` → 100
* `value ≥ 20` → 80
* `value ≥ 5` → 60
* `value ≥ 0` → 40
* else → 20
The composite is a sub-weighted average of these per-indicator scores. The composite then plugs into the outer health score as the **Indicators** factor.
### Disabled indicators
Indicators that are **disabled** (toggle on the Indicators settings page) or that haven't been computed yet for an account are silently skipped — you don't have to remove them from this config. The composite only averages over indicators that contributed.
### When the Indicators factor is dropped entirely
If no participating indicator has a computed value for an account (common for newly-connected orgs), the **Indicators** factor weight is redistributed across the other factors — same behavior as Contact Activity when no Vitally data exists. Accounts aren't penalized for missing data.