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nicole_alrubaiy
nicole_alrubaiy
Contributor ⭐️⭐️⭐️
August 18, 2017

Degrading Health Score

  • August 18, 2017
  • 7 replies
  • 61 views
We are crafting v2 of our Health Score and some of our score components have a few variables at play.  For example, the Support score is looking at # of cases, how long they've been open, and how many get re-opened, etc..  These things could compound to give a customer a bad experience.  

[i]Is it possible to write a score rule that would allow that scorecard component to start at 100 points and degrade based on things happening?

For example:
Start customer at 100 points
- 5 points for every case opened for more than 20 days
- 30 points for every escalated case
- 5 points for every case re-opened in the last 90 days

If a customer has a combination of things happening, their score would be low to reflect that.

      7 replies

      samantha_braastad
      samantha_braastad
      Contributor ⭐️⭐️⭐️⭐️⭐️
      August 21, 2017
      I really like this idea. Right now, we try to determine the combination of 'risks' within support and set the score based on a predetermined combo. It gets very complicated with a lot of advance logic where the above would be a much more simplified approach. 
      lane_h
      lane_h
      Helper ⭐️
      August 21, 2017
      At first pass, this might be possible. How I'm thinking about this though, you would have to create a new MDA table and leverage bionic rules. 

      In your MDA table, you would create 6-7 columns.
      1. Account ID
      2. Account Name (you probably don't need this, but this helps me when I verify things are working)
      3. Initial Support Score (Default = 100) Type = Number
      4. Cases open for more than 20 days (Default = 0) Type = Number
      5. Escalated cases (Default = 0) Type = Number
      6. Cases re-opened in the last 90 days (Default = 0) Type = Number
      7. Final Score (This would be a formula field)
      In your rule, you would calculate the number of cases for each of the above criteria and write that to the respective fields in MDA.

      Then your formula field would take:
      Initial Support Score - (Cases Open * 5) - (Escalated cases * 30) - (Reopened Cases * 5)

      Once you have the table complete, you would need to create another rule to Set the score based off of the data in the formula field in the MDA table.

      * Edited to add - I have not tried to do this exactly, but having worked with a few formula fields, this [i]should work.
      Director of CX and Scale Programs
        abhishek_sivaraman
        abhishek_sivaraman
        Helper ⭐️⭐️⭐️
        August 21, 2017
        Hi,

        Thanks for this use case. Do you think you want this kind of option to also be available in addition to the weighted methodology or you want the scorecard logic to only be based on this approach(lead scoring methodology)?

        Thanks
        Abhishek S
        nicole_alrubaiy
        nicole_alrubaiyAuthor
        Contributor ⭐️⭐️⭐️
        August 21, 2017
        I think it should still work with the weighted methodology.  So my support component may be worth 15% of the total, and that degrading logic will work within the support component of the score. 
        nicole_alrubaiy
        nicole_alrubaiyAuthor
        Contributor ⭐️⭐️⭐️
        August 21, 2017
        Thanks- I think we're going to try this and see where we get.
        sai_ram
        sai_ram
        Expert ⭐️⭐️
        August 22, 2017
        Hi Nicole, Your point makes complete sense . I am changing this post into idea post.
          lane_h
          lane_h
          Helper ⭐️
          August 30, 2017
          Hi Nicole, were you able to implement this? Is it accomplishing the desired outcome?
          Director of CX and Scale Programs
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