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
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).
The health score is updated once a day;
The granularity of the health score is monthly.
Health Score Configuration