SECTIONSGroup Health Score Dashboard
The Group Health Score dashboard provides independent health scores for each configured group—a grouping of metrics representing a product, service area, or other classification. This enables you to view performance across different business areas independently of the overall account health score. The dashboard includes two primary views, Account and Group, which are accessible via tabs at the top right.
Suggested Use Cases
Data displayed in this dashboard can help you perform the following tasks:
- View current average account health scores and trends for a selected date range.
- Identify which groups are at risk across all accounts using the Health Score by Group chart.
- Review individual metrics values, metric scores, weightings and thresholds
- View a breakdown of group health scores per account in the Group Health Score by Account table.
Prerequisites
To use this dashboard, you must ensure:
- Customer Success Cloud is installed in your org.
- The CS Cloud Core Analytics template is deployed.
- The Metrics dataset is populated by running the CS Cloud Analytics recipe.
Dashboard Pages
The dashboard consists of pages organized into views. Use the Account and Group tabs to switch views, and the filter button to show or hide the Filters panel.
Health Scorecard (Account View)
Displays account-level health information and includes:
- Current Average Health Score: The average account health score at the end of the selected date range.
- Average Account Health Score Trend: The percentage change in average health score, color-coded for positive (green), negative (red), or neutral (blue) movement.
- Health Score by Account: A bar chart color-coded red (below 50) or green (50 and above).
- Metric Details: A card-based repeater showing active metrics, weightings, and scores.
Group Scorecard (Group View)
Displays health information aggregated by group. In addition to shared elements, it includes:
- Current Average Group Health Score: The average health score for the selected group.
- Health Score by Group: A bar chart showing health per group, enabling you to identify risk areas across the business.
- Group Health Score by Account: A table listing accounts and their specific group health scores. Click a row to filter other charts to that account.
Filtering Data
Filters allow you to refine the data across all charts and metrics. To toggle the panel, click the filter button. The following filters are available:
- Date Range: Defaults to the last six months.
- Segment: Refines results by customer segment.
- Accounts: Multi-select list to restrict data to specific accounts.
- Assigned Resources: Restricts data to accounts assigned to specific Customer Success resources.
Group Health Score Dashboard Guide
The dashboard elements are organized across two views: the Account view (Health Scorecard) and the Group view (Group Scorecard). Elements that are displayed on both views are listed once under the Account view.
Account View (Health Scorecard)
| Name | Description | Calculation | Referenced Calculation | Source Dataset |
|---|---|---|---|---|
| Current Average Health Score | The current average health score of the accounts. This total displays an average depending on the accounts selected in the filters. Selecting one account displays the current health score for that account. | Average of (Sum of Value Health Points / Sum of Weightings) * 100 calculated for each account. Filters: - Date equal to most recent day up until latest date selected in Date Range filter - Weighting is not equal to zero - Health Points is not equal to null | Value Health Points | Metrics |
| Average Health Score Trend | Displays the amount that the average health score has increased or decreased from the start of the selected date range to the end of the selected date range. The start and end date of the date range is dictated by the first date in that range that has a metric value record. This value displays as a percentage, rounded to two decimal places. This value displays as green when the trend is increasing and red if the trend is decreasing. The value displayed on the dashboard shows the change in average health score across all selected accounts over the time period specified by the Date Range drop-down. | (Average Health Score at StartRange) - (Average Health Score at EndRange) | — | Metrics |
| Average Health Score During Date Range Line Chart | Displays the average health score of accounts over a date range. By default, this chart shows data about all accounts with metric data in the last six months. The reference line shows the average of the Average Health Score over the specified date range. | Average of (Sum of Value Health Points / Sum of Weightings) * 100 calculated for each account. Filters: - Date equal to start of date range and end of date range - Weighting is not equal to zero - Health Points is not equal to null | — | Metrics |
| Health Score by Account | Displays the health score by account. Clicking on bars in this chart facets the data displayed in the dashboard. | Average of (Sum of Value Health Points / Sum of Weightings) * 100 Filters: - Date equal to most recent day up until latest date selected in Date Range filter - Weighting is not equal to zero - Health Points is not equal to null | — | Metrics |
| Metric Details | Displays information about each metric. Note: The color displayed with the value in the Score column is red when the value is less than 50, and green when the value is 50 or more. This can be configured by your CS Cloud Advanced Analytics administrator. Each card shows the metric name, group, global weighting, group weighting, score (flat gauge 0-100), and raw value. | Average of (Value Health Points / Upper Weighting)*100 Filters: - Date equal to most recent day up until latest date selected in Date Range filter - Weighting is not equal to zero - Health Points is not equal to null Grouped by: Group, Metric Type, and Metric Name | — | Metrics |
| Metric Type Weighting | Displays the total weighting for each metric type, as a percentage. | Sum of Metric Weighting by Metric Type Filters: - Weighting is not equal to zero - Score Level is equal to Metric | — | Metrics |
| Accounts Filter | Refines the data displayed in the dashboard to the selected account. | — | — | — |
| Date Range Filter | Refines the date range in the dashboard. | — | — | — |
| Assigned Resources Filter | Refines the metrics by resource in the dashboard. | — | — | Metrics |
| Segment Name Filter | Refines the data displayed in the dashboard to the selected account segment. | — | — | Metrics |
Group View (Group Scorecard)
The Group view shares the Metric Details, Metric Type Weighting, and all filter elements with the Account view. The following elements are unique to the Group view.
| Name | Description | Calculation | Referenced Calculation | Source Dataset |
|---|---|---|---|---|
| Current Average Group Health Score | The current average group health score across all accounts. This total displays the average of the per-account group health scores at the end of the selected date range. | Average of round((Sum of Value Health Points * 100) / Sum of Metric Weighting, 0) calculated for each Account ID per Group, then averaged across accounts. Filters: - Date equal to most recent day up until latest date selected in Date Range filter - Score Level is equal to Metric | Value Health Points | Metrics |
| Average Group Health Score Trend | Displays the amount that the average group health score has increased or decreased from the start of the selected date range to the end of the selected date range. This value displays as a percentage, rounded to two decimal places. This value displays as green when the trend is increasing, red if the trend is decreasing, and blue when neutral. | (Group Health Score at EndRange - Group Health Score at StartRange) / Group Health Score at StartRange | Value Health Points | Metrics |
| Health Score by Group | Displays the health score for each group. Bars are color-coded red (below 50) or green (50 and above). Clicking on bars in this chart facets the data displayed in the dashboard. Hovering shows group health score, group weighting, and trend. | Average of round((Sum of Value Health Points * 100) / Sum of Metric Weighting, 0) calculated for each Account ID, grouped by Group. Filters: - Date equal to most recent day up until latest date selected in Date Range filter - Score Level is equal to Metric | Value Health Points | Metrics |
| Group Health Score by Account | Displays a table showing the group health score for each account. Clicking a row facets the data displayed in other charts. Columns are Account Name and Group Health Score. | (Sum of Value Health Points / Sum of Metric Weighting) * 100 Filters: - Date equal to most recent day up until latest date selected in Date Range filter - Score Level is equal to Metric Grouped by: Account Name | Value Health Points | Metrics |
| Group Weighting | The weight of a group as a percentage of the total weighting across all groups. Shown in the Metric Details repeater and the Health Score by Group chart tooltip. | Global Weighting / Sum of Global Weighting over partition by Segment Name * 100 | — | Metrics |
| Global Weighting | The configured weight of an individual metric as a percentage of the overall health score. Shown in the Metric Details repeater. | Max of Metric Weighting Grouped by: Group, Metric Type, Metric Name | — | Metrics |