Health & Signals
How Clynto knows an account needs you
A health score sums up how an account is doing; signals say exactly what changed. Both update on their own as your data changes. This chapter explains how the score is built, where signals come from, how they close themselves, which ones may fire for each profile, and what to do when one is wrong.
At a glance
- Health is a 0–100 blend of usage, signals, support, payments, engagement and onboarding.
- Missing data is left out of the score, never counted as a sick customer.
- Usage is judged by credits pace: used so far against the allowance expected by today.
- Agent signals re-check themselves and close when the condition clears.
- Signal rules decide, per profile, which signals may fire and from what severity.
Articles
How the health score is calculated
The health score runs from 0 to 100.
When scores update
There is nothing to schedule.
Signals: what they are and where they come from
A signal is a specific thing flagged on an account for a person to look at — an SLA breach, a failed payment, low product usage, a champion who left.
Credits allowance and pace
Usage is judged against what each customer actually bought.
Agent signals close themselves
Signals raised by agents don't wait for a person to close them.
Dismissing a signal that's wrong
Agents and syncs sometimes get it wrong: a test ticket trips an SLA breach, a dip is just seasonal, a champion "went quiet" on holiday.
Signal rules: which signals fire, per profile
Settings → Account rules → Signal rules (admins) has two tabs.
Signals cheat sheet
For when you can't remember the rules.