Analyze health at the account level

Who can use this feature?

  • All users
  • Available on all plans and license types

Customer health allows you to view a snapshot of how your customer is doing, according to a pre-defined "ideal" profile. You can also look back at health snapshots over time.

Health is categorized by color throughout Totango:

  • Green: Indication that the customer is on track
  • Yellow: Indication that the customer is off track or recovering
  • Red: Indication that typically requires action

You can view aggregate health within a segment summary, and you can analyze health across your team portfolios within the Customer Health Console.

Analyze health metrics and history

Within an account profile (depending on your hierarchy and layout) use the health widget to analyze health metrics for the selected profile. Scoring system and metrics vary depending on the health profile enabled. 

Account health profiles

Account health is defined based on a color indicator using the following formula:

  • Good: All the attributes with value are defined as good
  • Poor: At least one of the attributes with value are defined as poor
  • Average: None of the attributes with value fall in the poor definition, and not all of the attributes are classified as good

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  • Health (overall): Overall state of the account's health. See above for how health is scored.
  • Profile name: Indicates which health profile the account is using. For example, your accounts in the onboarding customer journey stage might have a different profile than accounts that are out of onboarding. 
  • Conditions: View and expand attributes from the selected profile that are used in the health calculation. Conditions not affecting current health status indicate no value defined for those attributes.
  • Timeline: Hover over points in the timeline to trend over time. ($) icons represent when contract value changed; (✓) icons represent when a new health profile was applied. Click in to view the conditions from the selected time period. A grey timeline indicates the time period before the account was created. 

Multidimensional health profiles

Multidimensional health is defined based on a color indicator and numbered score. Score values are calculated based on pre-defined weights for each dimension in the health profile.

  1. Dimensions score: Each dimensions is calculated and weighted to provide a total score (number) for that category.
    • Good: All the attributes analyzed are defined as good
    • Poor: At least one of the attributes analyzed are defined as poor
    • Average: None of the attributes analyzed fall in the poor definition, and not all of the attributes are classified as good
  2. Overall score: The score(s) from each dimension are calculated and weighted to provide a total score (number) and color indicator. Within the health profile settings, your admin can:
    • Set ranges for how all scores in the profile qualify as poor, average, and good
    • Optionally exclude metrics with no values from the calculation

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  • Health score (overall): Overall state of the account's health. See above for how scores are calculated.

    Hover over the overall score to see the range applied.
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  • Profile name: Indicates which health profile the account is using. For example, your enterprise accounts might have a different profile than accounts in mid-market.
  • Dimensions: View each dimension analyzed in the profile, including the weight used in the overall calculation. Expand dimensions to see the attributes analyzed. Dimensions and/or attributes that have no value will indicate if they were ignored in the calculation (defined by the profile settings).
  • Timeline: Hover over points in the timeline to trend over time. ($) icons represent when contract value changed; (✓) icons represent when a new health profile was applied. Click in to view the conditions from the selected time period. A grey timeline indicates the time period before the account was created. 

Multidimensional health profiles with account hierarchy

If your admin has configured the multidimensional health model to use sub-account enterprise calculation, the health widget at each parent level provides a snapshot of the combined health for the child health profiles. Hover over to view the thresholds configured at the parent level(s).

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Define currency threshold 

If contract value is populated via a CRM or other system, Totango may detect minute changes to the contract amount—particularly if there is currency exchange. Depending on the configuration of the health profile, a difference in few cents could cause the health to fluctuate. Configure a trend currency threshold to tell Totango to ignore changes over a set percentage, per account type.

  1. From the health widget on an account profile, click Settings (gear icon).
  2. Enter a health trend line setting (percentage). We recommend a low bar so that bigger changes will still be detected but small changes will be ignored.
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  3. Click Save.

Understand unknown health

A customer's health may be classified as "unknown" when one of the following conditions occurs:

  • The account does not fall under any health profile definition (classification can't occur)
  • The account is cancelled

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If you see unknown health appear on an account that isn't cancelled, it's recommended to contact your admin to examine the health profile definitions.

To create a segment for accounts in unknown health:

  1. Create and save a segment for accounts where the "Health Rank" filter is set to Good, Average, or Poor.
  2. Create a second segment with the "Is not in Segment" filter is set to the first segment.

FAQs 

Question: I updated the attributes of my account and it should have change the health score but it did not. Why?

Answer: Health scores are calculated daily. Changes may be reflected the following day.


Question: Why is my account showing unknown health even though it qualifies for a health profile

Answer: You may see your account in unknown health while the Health Scores are being recalculated. Health Scores are recalculated automatically only when the profile is updated or if initiated by an admin.


Question: My account is in average health but it is displaying the attribute definition/criteria for good health. Why? 

Answer: Totango only stores the values that have been defined for either good or poor health. When the value fall into average, Totango does not create a definition for that and instead displays the good definition.

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