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.
Degrading Health Score
Userlevel 7
+2
Hi Nicole,
Have you looked at some of the new functionality related to Formula Fields in Bionic Rules (new feature from our Spring release): https://support.gainsight.com/Product_Documentation/Rules_Engine/Admin_Configuration/Formula_Builder...
Current functionality doesn't support numerical constants, but you can do operations against field data (including aggregated and transformed fields).
Have you looked at some of the new functionality related to Formula Fields in Bionic Rules (new feature from our Spring release): https://support.gainsight.com/Product_Documentation/Rules_Engine/Admin_Configuration/Formula_Builder...
Current functionality doesn't support numerical constants, but you can do operations against field data (including aggregated and transformed fields).
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