# Product usage and engagement metrics

> Define the metrics behind the usage and engagement scores, and chart them on customer pages.

import { Steps, Aside, Tabs, TabItem } from '@astrojs/starlight/components';

The Automatic **Product usage** and **Engagement** values come from metrics you define. Open **Settings › Company metrics**. You see three cards: **Product usage**, **Engagement** and **Metric Charts**.

## Add a metric

<Tabs>
<TabItem label="Product usage">

<Steps>

1. Open the **Product usage** card and click **Add**.
2. Choose **Built-in** and pick a metric under **Select metric**, or choose **Custom** and type a **Metric name**.
3. Pick a period under **Select period**: **30 days**, **60 days** or **90 days**.
4. Pick a source under **Select source**:
   - **Tracked**: events sent by the CustomerCatalyst tracking SDK.
   - **Manual**: values you upload by CSV or through the CustomerCatalyst API.
5. Under **Manage thresholds**, set a **Min** and a **Max**.
6. Click **Create metric**.

</Steps>

Built-in product usage metrics are **Number of logins**, **Feature usage**, **Tasks completed**, **Time spent in product** and **Number of active users**.

</TabItem>
<TabItem label="Engagement">

<Steps>

1. Open the **Engagement** card and click **Add**.
2. Pick a metric under **Select metric**.
3. Pick a period under **Select period**: **30 days**, **60 days** or **90 days**.
4. Pick a source under **Select source**:
   - **Engagement Auto**: counted every night from your records in CustomerCatalyst, such as calls and meetings.
   - **Manual**: values you upload by CSV or through the CustomerCatalyst API.
5. Under **Manage thresholds**, set a **Min** and a **Max**.
6. Click **Create metric**.

</Steps>

Built-in engagement metrics include **Numbers of logged calls**, **Number of completed tasks**, **Number of customer-facing meetings**, **Stages completed in playbooks linked to a customer** and **Check-ins logged within a customer’s active success plan**.

</TabItem>
</Tabs>

<Aside type="note">
When you save your first Product usage or Engagement metric, that health metric switches to **Automatic** for all your customers. You can change this afterwards. See [Metric sources](/health-scores/metric-sources/).
</Aside>

## The slug

Each metric has a **Slug**, filled in for you. It is the name that incoming data must use to count towards this metric: events from the tracking SDK, data imports and API uploads. For a custom metric it is the name in lower case, with underscores instead of spaces.

Two metrics can't share a slug.

## How the score is worked out

Every night, for each customer and each metric:

<Steps>

1. CustomerCatalyst adds up the metric's values over its period. For a tracked metric, that is the total of the matching events from the last 30, 60 or 90 days.
2. It places the total between your **Min** and **Max**. At the minimum or below, the metric scores nothing. At the maximum or above, it scores in full.
3. It multiplies that by the metric's weight.

</Steps>

The weighted results add up to a score from 0 to 10. That is the customer's usage score or engagement score. Customers on Automatic get it as their Product usage or Engagement value.

## Weights between metrics

Each metric in the list shows its weight, like *Weighted 50%*. All metrics of one type add up to 100%.

When you add or remove a metric, CustomerCatalyst spreads the weights of that type evenly again. An **Auto updated** label marks weights it changed for you.

To set your own weights:

<Steps>

1. Click **Adjust Weightings**.
2. Enter a weight for each metric. They must add up to 100%.
3. Click **Save weightings**.

</Steps>

## Edit or remove a metric

Click the edit icon on a metric to change it, or the bin icon to remove it. Removing asks *Remove this metric?*. Click **Remove** to confirm. The metric's charts are removed with it.

## Metric charts on customer pages

Metric charts show a metric's values for a customer over time, on the customer's **Overview** tab.

<Steps>

1. Open the **Metric Charts** card and click **Add**.
2. Pick the metric under **Select organization metric**.
3. Pick **Line** or **Bar** under **Select chart type**.
4. Click **Create chart**.

</Steps>

On the customer page, each chart can show the data daily, weekly, monthly or quarterly, for a date range you pick.

## Sending product usage from your product

To fill tracked metrics, add the tracking SDK to your product and send events whose name matches the metric's slug.

<Aside type="caution">
Events must carry the customer's CustomerCatalyst customer ID. Events under any other ID are not counted towards a customer's score.
</Aside>

See [Tracking SDK](/developers/tracking-sdk/) and [Metrics API](/developers/metrics-api/).