Health score configuration

Administrators can configure the health score based on the clients' information, such as NPS, CSAT, journeys, and usage.

The weight of each component can vary between 0 and 100, which are aggregated into a health score on a scale from 0 to 100.


Access path: Main Menu > Settings > Health Score


Available options:

  • Tasks: % of tasks completed before the due date;

  • Mood: % of interactions with a good, very good, or great mood;

  • Journeys: % of customers within the SLA of each stage of the journeys. The SLA indicates the maximum time the customer should remain at that stage;

  • NPS: standard formula for NPS® (Net Promoter Score);

  • CSAT: standard formula for CSAT (Customer Satisfaction Score).


Notes:

  • The health score is updated once a day;

  • The granularity of the health score is monthly.

Health Score Configuration

Health Score Configuration