Configuring Segment Metrics

You can configure segment metrics using the Configure Health Scores quick action, which is available from the Customer Success Administration page and any additional pages you've added the CSC Administration component to.

The Configure Health Scores window enables you to configure the segment metrics associated with a segment, such as updating the metric's weightings and thresholds. This provides you with a consolidated process for setting up your records accurately to generate health scores.

You can use the Configure Health Scores window to update the existing segment metrics associated with a segment, or to create new segment metrics to replace the existing ones.

To configure segment metrics:

Tips:

Use the Undo and Redo buttons to undo and redo any new or updated values.

Use the Split Weightings Equally button to split the weighting values equally across each metric type.

Use the Show Selected and Show All buttons to switch between displaying all records and only the selected records.

  1. From the Customer Success Administration app page, click Configure Health Scores.
  2. Select the segment that you want to create segment metrics for.

  3. When there are existing segment metrics associated with the segment, a window appears where you can choose to either update existing segment metrics or create new ones.

    Do one of the following:

    1. Select Create Segment Metrics to create new segment metrics for the selected segment and delete any existing ones.

    2. Select Update Segment Metrics to edit the existing segment metrics associated with the selected segment.

  4. Select at least two metrics to configure. You can select all metrics of a specific type, or select metrics individually by expanding the type. If you have selected Update Segment Metrics, you can select new metrics to create segment metrics for. When you select a new metric, all values will default to zero in the proceeding steps.
  5. Update the weighting for each metric type. The total weighting must be equal to 100%.
  6. Update the following values for each segment metric:
    1. Weighting
    2. Upper Threshold
    3. Lower Threshold

      4. The lower threshold and upper threshold cannot be the same.

  7. Click Save

    1. When creating new segment metrics, any existing segment metric records associated with the selected segment are deleted and replaced with the ones configured in this process.
    2. When updating existing segment metrics, any updates to the values are saved, and any new metrics selected are added to the configuration.
Notes:
  • You must complete all of the steps in the Configure Health Scores window and click Save for the process to complete. Clicking Back or Cancel will discard any information entered.
  • Search for specific records by entering two or more characters into the search box.
  • If you have entered a search term into the search box, when you click Show Selected only selected records are returned and the search term is disregarded.
  • The total weighting value to proceed in the process has a range of 0.1 percent less or more than 100 percent. For example, three weighting values of 33.33% are accepted. This provides better accuracy for equally split weighting values between multiple records and helps to avoid invalid values in the weighting tables.