Re-evaluate Scorecard Update Comment Behavior
Hello! This is something that has bugged me for a while now and I remember a time when it wasn’t the case - something changed, but I’m not sure what the current expected behavior is either.
Scorecard Measures contain a dedicated Timeline for special “update” entries that don’t show up on the normal Timelines. This is awesome because we’re able to tokenize datapoints used in the Set Score rules and I frequently use that mechanism to “show my work”. It helps users understand the selected score when they can see the math behind it.
The issue that I’ve seen for some time now is that not EVERY Measure gets an update entry when the Set Score actions run. The previous explanation for this, if I recall, is that the Measure score must change in order for a comment to be generated. This is subideal, since it leaves gaps in Measures that don’t change and users sometimes question whether the score was recalculated correctly during the last scheduled rule cycle or not.
Except, I’m also not sure that I quite buy that explanation of the expected behavior. I have some Measures that don’t change and DO get regular update entries every cycle no problem. I have other entries that HAVE clearly changed over time and show no entries whatsoever.
What I’d like to see, in order of preference, is…
- Update entries are added to the Measure’s Timeline every time a Set Score Action runs, period.
- Consistent behavior across Measures regarding when an update entry is or is not added
- A clear and concise explanation of the expected behavior in Gainsight documentation