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.