Overview
This guide walks through configuring Quivly’s customer health scoring system. You’ll learn how to set category weights, define metric thresholds, and create a health score model aligned with your business priorities.Before You Begin
Prerequisites
Integrations Connected
Integrations Connected
Health scores require data from your integrations:Essential integrations:
- CRM - for customer data and opportunities
- Billing - for revenue metrics
- Data Warehouse - for usage metrics
- Support - for support metrics
- Call Recordings - for engagement metrics
Data Synced
Data Synced
Allow at least one full sync cycle (typically 24 hours) after connecting integrations before configuring health scores.Why: You need actual customer data to test your configuration and set appropriate thresholds.
Understand Your Metrics
Understand Your Metrics
Before configuring, understand:
- What “healthy” looks like for your customers
- Key metrics that predict churn vs. retention
- What weights make sense for your business model
- Is product usage more important than support tickets for predicting churn?
- Do customers typically churn due to lack of engagement or financial issues?
- What usage patterns correlate with renewals?
Accessing Health Score Configuration
1
Navigate to Settings
Click Settings in the left sidebar, then select Health Scores from the settings menu.
2
Review Current Configuration
You’ll see the health score configuration page with:
- Current category weights
- Metric definitions for each category
- Active and archived configurations
- Version history
3
Create or Edit Configuration
- First time setup: Click Create Configuration
- Edit existing: Click Edit next to the active configuration
- Create new version: Click New Version to create a modified copy
Configuring Category Weights
Category weights determine how much each category contributes to the overall health score.Understanding Weight Distribution
Total must equal 100% Default weights:- Revenue: 30%
- Product Usage: 25%
- Engagement: 20%
- Support: 15%
- Market Signals: 10%
Weight Recommendations by Business Model
| Business Model | Top Weight | Suggested Distribution |
|---|---|---|
| Product-Led Growth | Usage 35% | Usage drives retention |
| High-Touch Sales | Engagement 30%, Revenue 30% | Relationships matter |
| Subscription-Focused | Revenue 40% | Payment health is key |
| Support-Heavy | Support 30% | Support experience critical |
Setting Weights
1
Click 'Edit Weights'
On the configuration page, find the “Category Weights” section and click Edit Weights.
2
Adjust Sliders or Enter Values
You can adjust weights using:
- Sliders: Drag to adjust percentage
- Input fields: Type exact percentage values
3
Validate Total Equals 100%
The UI shows the total percentage. Must equal exactly 100% to save.
4
Save Weights
Click Save Weights. You can test these weights before activating the configuration.
Configuring Categories
Each category can be enabled by setting a weight greater than 0, or disabled by setting its weight to 0. For each enabled category, you configure which metrics to include and set thresholds that determine scoring.General Configuration Options
For most metrics, you can configure:- Enable/Disable: Toggle individual metrics on or off
- Thresholds: Set three threshold values that create four scoring buckets (Critical, High Risk, Medium, Healthy)
- Direction: Specify whether higher values are better or lower values are better
- Time Period: For time-based metrics, select the lookback period (30d, 60d, 90d, etc.)
Revenue Category
The Revenue category measures financial health based on MRR, billing status, and renewal timing. Available metrics:- MRR (Monthly Recurring Revenue)
- Outstanding invoice balance
- Days until renewal
Product Usage Category
The Product Usage category measures how actively customers use your product. How it works: Usage metrics are automatically discovered from your data warehouse integration. The available metrics depend on what usage data you’re sending to Quivly. For each usage metric, configure:- Time Period: Select 30 days, 60 days, 90 days, 180 days, or 1 year
- Scoring Basis: Choose how to score the metric:
- Trend + Volume (recommended): Combines usage volume with trend direction
- Absolute Value: Score based on raw usage numbers
- Trend Percent: Score based on growth/decline rate
- Absolute Difference: Score based on change vs. previous period
- Thresholds: Set three values that define your Critical, High Risk, Medium, and Healthy buckets
- Direction: Whether higher values indicate better health
If a usage metric was configured but the underlying data source is removed, Quivly will flag it as orphaned so you can update your configuration.
Engagement Category
The Engagement category measures interaction frequency with your team. Available metrics:- Days since last call
- Call frequency (with configurable time period)
Support Category
The Support category measures support ticket volume, priority, and resolution quality. Available metrics:- Open ticket count
- Ticket volume (with configurable time period)
- First response time
- Resolution time
Market Signals Category
Market Signals uses external data to assess customer company health based on news and events. Configuration:- Time Period: Select 30 days or 90 days for signal relevance
Testing Your Configuration
Before activating, test your configuration on sample customers to validate accuracy.Testing Guide
Learn how to test and validate health score configurations
Saving Your Configuration
Click Save Configuration and provide a version name to describe the changes (e.g., “Initial Config” or “Increased Usage Weight”). What happens:- Your changes are saved and immediately activated
- The previous configuration is archived in version history
- All customer health scores recalculate using the new configuration
- A new version number is assigned automatically
Best Practices
- Start simple - Use defaults initially, then iterate based on real churn data
- Version configurations - Don’t overwrite; create new versions to track changes over time
- Align with your business - Weight categories based on what actually predicts churn for you
- Review quarterly - Configurations shouldn’t be static; adjust as the business evolves
Next Steps
Metrics Guide
Understand how metrics are scored and combined
Testing Scores
Learn how to test health score configurations effectively
Version History
Understand how configuration versions work
Key Takeaways
Configure category weights (Revenue, Usage, Engagement, Support, Market Signals) based on what drives retention in your business.
Set metric thresholds for each category that define healthy vs. at-risk ranges specific to your product and customer base.
Test configurations on sample customers before activating organization-wide to ensure scores are accurate.
Version your configurations so you can track how changes affect health scores over time.
Review and iterate quarterly based on actual churn data and CSM feedback.