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 process is divided into managing group-level weightings and configuring individual metric thresholds. The first stage enables you to manage weightings for groups of metrics. This ensures that different business areas contribute appropriately to the overall health score.

Group-Level Configuration

To configure group weightings:

From the Customer Success Administration app page, click Configure Health Scores.
Select the segment you want to configure.
Select either Update Segment Metrics or Create Segment Metrics.
In the groups grid, review the following information:

Group: The category the metrics are assigned to.
Segment Metric Count: The percentage this group contributes to the total score.
Weighting: The number of metrics currently configured within this group.

[Optional] To clear configurations for a specific group, click Remove Segment Metrics on the relevant row. This clears the weighting and the metric count.
Click Configure on a specific group row to open the metric-level configuration window.

Note:

Validation rules:

You must have at least two configured metrics in total across all groups.
Group weightings must be between 0 and 100 inclusive.
The sum of all group weightings must equal 100%.
Groups containing configured metrics cannot have a weighting of 0.
Groups without configured metrics must have a weighting of 0.

Metric-Level Configuration

Once you click Configure for a group, you can manage the specific metrics within that category:

Select the metrics you want to include in the group.
Update the weighting for each metric type in the group. The total must equal 100%.
Specify the following for each individual metric: