> ## 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.

# Metrics Guide

> How health score metrics are scored and combined

## Overview

Each health score metric is scored from 0-100 based on its current value and configured thresholds. This page explains the scoring mechanics.

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## Thresholds and Buckets

Each metric uses **three threshold values** that divide the score range into four buckets. The bucket a metric falls into determines its score.

**Example** - "Days Since Last Call" with thresholds \[14, 30, 60] and direction "lower is better":

| Value      | Bucket   | Score  |
| ---------- | -------- | ------ |
| 0-14 days  | Healthy  | 75-100 |
| 15-30 days | Medium   | 50-74  |
| 31-60 days | At Risk  | 25-49  |
| 60+ days   | Critical | 0-24   |

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## Direction

Each metric specifies whether higher or lower values indicate better health:

| Direction            | Examples                                                                 |
| -------------------- | ------------------------------------------------------------------------ |
| **Higher is better** | MRR, call frequency, product usage                                       |
| **Lower is better**  | Days since last call, open tickets, outstanding balance, resolution time |

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## Available Metrics by Category

### Revenue

* MRR (Monthly Recurring Revenue)
* Outstanding invoice balance
* Days until renewal

### Product Usage

Metrics are automatically discovered from your data warehouse integration. Available metrics depend on what usage data you send to Quivly.

Each usage metric supports a **scoring basis** (Trend + Volume, Absolute Value, Growth Percentage, or Absolute Difference) and a **time period** (30d to 1y).

### Engagement

* Calls (volume over a configurable time period)
* Days since last call
* Call sentiment
* Slack conversations (volume over a configurable time period)
* Days since last Slack message
* Slack sentiment

### Support

* Open ticket count
* Ticket volume (configurable time period)
* First response time
* Resolution time

### Market Signals

Scoring is automatic. Positive signals improve the score, negative signals reduce it. Configure the lookback period (30d or 90d).

***

## How Scores Combine

1. Each metric receives a score (0-100) based on its value and thresholds
2. Metrics within a category are averaged to produce a **category score**
3. Category scores are multiplied by their weights and summed to produce the **overall health score**