> ## Documentation Index
> Fetch the complete documentation index at: https://docs.quivly.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Overview

> Understanding customer health scores in Quivly

## What are Health Scores?

Health scores are automated assessments (0-100) of how healthy your customer relationships are. Quivly calculates a score for each customer by analyzing data across five categories: Revenue, Product Usage, Engagement, Support, and Market Signals.

***

## Score Categories

Each category measures a different dimension of customer health:

| Category           | What It Measures                                  |
| ------------------ | ------------------------------------------------- |
| **Revenue**        | MRR, outstanding balances, renewal timing         |
| **Product Usage**  | Product activity metrics from your data warehouse |
| **Engagement**     | Call frequency and recency                        |
| **Support**        | Ticket volume, resolution time, response time     |
| **Market Signals** | External signals like funding, hiring, layoffs    |

Each category receives a score (0-100) and a configurable weight. The overall health score is the weighted sum of all category scores.

***

## Risk Levels

Scores are mapped to risk levels using configurable score buckets. The defaults are:

| Risk Level   | Default Range | Color  |
| ------------ | ------------- | ------ |
| **Healthy**  | 75-100        | Green  |
| **Medium**   | 50-74         | Amber  |
| **At Risk**  | 25-49         | Orange |
| **Critical** | 0-24          | Red    |

Bucket ranges and labels are fully customizable in the health score configuration.

***

## How Scores are Calculated

1. **Metric scores** - Each enabled metric is scored 0-100 based on its value relative to configured thresholds
2. **Category scores** - Metrics within a category are averaged to produce a category score
3. **Overall score** - Category scores are combined using their configured weights (must total 100%)

**Example:**

| Category       | Score | Weight   | Contribution |
| -------------- | ----- | -------- | ------------ |
| Revenue        | 85    | 30%      | 25.5         |
| Product Usage  | 60    | 25%      | 15.0         |
| Engagement     | 70    | 20%      | 14.0         |
| Support        | 40    | 15%      | 6.0          |
| Market Signals | 80    | 10%      | 8.0          |
| **Total**      |       | **100%** | **68.5**     |

***

## Where Health Scores Appear

* **Customer list** - Health score and risk level columns with trend indicators
* **Customer detail page** - Health Score tab with history chart and category breakdown
* **Overview tab** - Health score summary widget on every customer's overview