Purpose

Learn how SupportLogic determines the Account Health Score and how you can leverage this powerful metric throughout the application.

Summary

The Account Health Score replaces the Customer Score within SupportLogic. 

Customer Score versus the Account Health Score

For a quick review, the Customer Score was derived from the aggregate of the sentiment and attention scores on cases with recent and more important cases (based on the attention score) having a greater influence than older cases.

Customer Score

Account Health Score (AHS)

Whereas the AHS is derived by Escalations, Support Quality (Resolution Time), Ticket Composition (Severity), Sentiment Score, Account Activity (Case volume) and Complexity (Tickets requiring engineering to resolve). 

The AHS provides significantly more detail on how the score is derived and includes a temperature gauge for that customer and the rolling 90 days history for that customer.

Where can you access the Account Health Score?

Once configured in SupportLogic, you can access the AHS from within the Support Hub as you can with the Customer Score in the past. It is also available within Console, Escalations, Customer Favorites, Customer Insights and the Customer Board. 

Account Health Score Webinar

You can check out a webinar with Judith Platz, CCO of SupportLogic and John Ragsdale, VP Technology Ecosystems of TSIA below: