I’m thinking about adding an exception criteria to my health score. Here’s what I’m thinking:
- We use rules engine to create a calculated health score
- We have a manual measure called “CSM Sentiment”
- If the CSM Sentiment is not null, then overall health = csm sentiment. If CSM sentiment is null, then overall health = calculated health score
I’m essentially giving the CSM the ability to override the calulcated score. If I set up the validation critiera, when is the overall score updated? Does the system evaluate the exception in real-time, changing the overall score OR does the system wait until the next rules engine job?
Best answer by matthew_lindView original
In my experience, the Overall Score changes in real-time anytime the exception criteria is met (or unmet, as the case may be). I recall this being a hit with my CS team because their inputs replicated in real-time to C360, Reports/Dashboards, etc and there was no “wait to see that update reflected tomorrow” behavior.
There are some varying schools of thought. Some allow the CSM Sentiment to dictate the Overall Score in any scenario; Some only allow the CSM Sentiment to dictate if it’s lower than the Overall Score, but not if it’s higher than the Overall Score. It’s really a business call on your side.
For my use case, we allowed CSM Sentiment to dictate the Overall Score in any scenario. I also added a Rule that allowed this only if the CSM Sentiment was less than 1 month old. Essentially, if the CSM Sentiment was going to have that much influence on the Overall Score, they also had to maintain / update it regularly. This had two positive impacts: (1) Overall Scores weren’t influenced by stale or forgotten CSM Sentiments and (2) CSMs were more likely to keep the Sentiment score current.
We did think about excluding exceptions if the measures they were based on were stale, but we did not implement it, since exception criteria are tricky, and also since we cold not assume this in all cases. It could lead to unnecessary fluctuations in Overall score.