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Enter metric values by hand

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Some health metrics are entered by your team:

  • CSM pulse, always. It is your team’s own rating of the customer.
  • NPS, always.
  • Product usage, Engagement and Support tickets, when the customer has them set to Manual. See Metric sources.

Enter or change a value

Section titled “Enter or change a value”
  1. Open the customer and click Edit Customer.
  2. Find the metric sliders: Product Usage, Engagement, CSM Pulse and NPS. Drag a slider to a value from 0 to 10.
  3. For Support Tickets (Last 30 days), type the number of open tickets.
  4. Click Save changes.

The health score is recalculated as soon as you save.

  • To remove a value, click Clear value next to it.
  • A slider is greyed out when that metric is set to Automatic for this customer. Switch it to Manual first if you want to enter it yourself.

See How scores work.