Transcript

In this video, you’ll learn where to find health scores in Totango and how scores are calculated. Major topics include Account Health vs. Multidimensional Health and segmenting health profiles.

A health score consolidates data about an account into a single score: Health scores help your team predict the likelihood of an account's success and can trigger a cascade of corrective actions when an account is in jeopardy.

Portfolio managers can keep a pulse on individual account health, from an account profile, within segments, SuccessBLOCs, Executive Console, and more.

Global Admins and those with permission to the Data Management settings can customize the way Totango calculates health within the Health Designer There are two ways to calculate account health in Totango: Multidimensional Health and Account Health.

With Account Health profiles, each metric defined in the scorecard carries equal weight. The health rank at the account level is represented by color for Good, Average, Poor. Because the metrics aren’t weighted in this type of health profile, a change within a single metric could make a big influence on the calculation.

In addition to these color-coded categories, you can find an aggregated Quality Score within My Portfolio, Segments Summary, and the Customer Health Console. The Aggregated Quality Score is a weighted average of your accounts in each health category–and accounts with better health are worth more points.

Multidimensional Health profiles, on the other hand, uses a weighting system where each metric in the health profile has a unique weight assigned. Weighting allows for more important metrics to have a bigger influence on the total score. These profiles assign a numeric health score based on each dimension, as opposed to an aggregated quality score using the points system.

Wherever the multidimensional health score is represented in Totango, you’ll see a numeric score in addition to color. You can also see numeric scores for each grouping (or dimension) and can expand to see details.

Within the My Portfolio widget, you can find an aggregated health score as well as aggregation for each dimension.

Regardless of which type of health calculation you prefer to use, you can create multiple profiles based on account criteria. For example, the default profile you start with might apply to all paying accounts.

But, if I want to calculate health differently for my Accounts in the Onboarding stage, I can simply add a new profile–and set the segment criteria and health definitions I want to apply.

You’ll learn more about setting the health definition for profiles in another video.