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Account health scores & metrics
Health scores
Vitally's health scores strike the perfect balance between simplicity & power πŸ’ͺ

About Health Scores

Account Health is an Account or Organization level feature that allows you to have multiple health scores - e.g. one for "Product usage" and another for "NPS". You can define healthy, concerning, and poor conditions for each score, and we'll 'grade' your accounts on a scale of 0-10 for each score.
An account's overall health is then calculated as a weighted average of each health score. Additionally, you can define different weights, equations, and health conditions for different account segments, which is helpful to score accounts differently based on their stage in the customer lifecycle and/or their access to your product.
Health scores are calculated on an hourly basis

Health Scores: How to Create

Creating a Health Score
How-to Video
  1. 1.
    Navigate to your Settings (βš™οΈ) at the bottom left of the left panel
  2. 2.
    Click Account Health under Data Management (or get there via Quick Jump)
  3. 3.
    Click the blue plus sign button (
    ) and name your health category
  4. 4.
    Select a Property. You will see a popup with all data that can be weighed in your health score
  5. 5.
    Finally, define healthy, concerning, and poor conditions for the selected column (all are optional) for each category.
    1. 1.
      You can set the equal to be great than (>), less than (<) great than or equal to (>=), or less than or equal to (<=)
    2. 2.
      Nulls (click to include)
Repeat the above process to create multiple health scores πŸŽ‰. Continue below to see how to build out the Health Score Weights.
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If a trait isn’t supported, you will see
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Heath Scores: Health for Segments​

You may find yourself wanting to define different conditions or weights for different Segments of customers. For example, say you want to weigh one score heavier for a customer's first 2 months and less afterwards. Or maybe some customers have access to certain product features depending on the plan they're subscribed to, and you'd like to score those customers based on their usage of those features.
Set up Health Scores for Segments
How-to Video
  1. 1.
    Click the Define a health equation for a segment link to define specific health conditions and weights for a specific segment
  2. 2.
    Select the Segment from the pop up
  3. 3.
    Define each health condition for each category
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Note that if an account is associated to multiple segments that have health equations, we'll apply the equation for the segment the customer most recently joined.

Health Scores: How to Use Weights

When building your health scores, you'll see a column for "Weight". Clicking on the value for that column allows you to set weights for all your health scores. An account's overall health score is simply a weighted average of every score for that account!
Using Health Score Weights
How-to Video
  1. 1.
    Once you've defined what your Health Score will be made up of, now click on any of the percentages under the "weight" column
  2. 2.
    Drag left to right to determine what each Health Score should be weighed
  3. 3.
    Make sure that the weights add up to 100%
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Let's use an example to make more sense out of this. Say you have 3 health scores. Score #1 and #2 have weights of 40%, while score #3 has a weight of 20%. An account with a score of 10 for scores #1 and #2 and a score of 5 for score #3 will have an overall health score of (10 * 0.4) + (10 * 0.4) + (5 * 0.2) = 4 + 4 + 1 = 9.0

Health Scores: How they're calculated

Health scores are calculated on a scale of 0-10. Points are awarded along that scale based on whether the customer satisfies the Poor (0 points), Concerning (5 points), or Healthy (10 points) condition.
For example, say you have an 'Integrations' health score calculated for 3 possible integrations. Having the integration enabled is considered 'healthy', while disabled is 'poor'. A customer with 2 integrations enabled and 1 disabled would have an 'Integrations' health score of (10 + 10 + 0) / 3 = ~6.67. We'll then label that health score as Poor, Concerning, or Healthy using equal ranges between 0-10: 0 to 3.3 = Poor, 3.4 to 6.6 = Concerning, 6.7 to 10 = Healthy.

Health Scores: Viewing & Analyzing

Vitally provides columns for each health score you create + a column for the overall health of the account. If you hover over the overall health of an account, Vitally will also show all health scores for that account πŸŽ‰.
We'll also provide a breakdown in the default filters showing the distribution of Healthy, Concerning, and Poor accounts displayed.
Viewing Health Scores
How-To
How to see all columns for Health Scores
  1. 1.
    Go to your Accounts, Users, or Organization dashboard
  2. 2.
    Click on the grid icon towards the top right
  3. 3.
    Select Segments on the left hand side of the pop-up
  4. 4.
    Select the Segment(s) you want to see
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How to filter by Health Scores
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There is a few ways to filter by health scores. You can pretty much filter from all the categories on the left hand panel (Relationships, Activity, Reporting).
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You can usually filter 2 different ways:
  1. 1.
    Using the filter panel on the right hand side you can select from the "Health" category
  2. 2.
    Or use the Account/User/Org filters towards the bottom right on the filter panel
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Viewing an Account's Health When on a specific account's dashboard, you'll be able to dig even deeper into that account's health. By default, you'll see a breakdown of your health scores, and a heatmap on the bottom-right that shows a customer's health each day - the darker the color, the more active the account was on that day.
You can also expand the breakdown of a specific health score here to see which conditions the account satisfies. If a column is colored (i.e. not grey), that means the account meets that condition.
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Health Scores in Customer Reporting Our Customer Reporting Dashboards provide a section for overall health of Account Segments over time. Make sure you click on the Health section to expand the graph πŸ˜‰
The graph displays the health of displayed accounts on each day/week/month. With all our HQ graphs, you can toggle between line graphs, bar graphs, or a table of raw data.
And of course, if you add filters on the right, we'll auto-filter the data to only show the health of accounts matching your filters!
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Video: Use Cases & Walkthrough

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On this page
About Health Scores
Health Scores: How to Create
Heath Scores: Health for Segments
Health Scores: How to Use Weights
Health Scores: How they're calculated
Health Scores: Viewing & Analyzing
Video: Use Cases & Walkthrough