Calculate the engagement health score

  • Release version: Australia
  • Updated March 12, 2026
  • 2 minutes to read

    • Use the Calculated metric data source to determine the health score of an engagement.

    Before you begin

    • Role required: sn_acct_lc.customer_success_application_admin
    • Data source and data context engine mapping must be setup. See Data Context Engine.

    About this task

    If you’re upgrading from Customer Success Management 5.3.10 or earlier versions, you must run the sn_acct_lc.MigrateHealthDataUtil().markHealthTablesDeprecated() script to migrate data from the Engagement Health Definition and Health Metric Configuration tables to the Calculated metric data source. For more details, see KB2668490.

    Procedure

    1. Navigate to All > Data Context Engine > Data Sources > Create New.
    2. Enter a name for the data source and select Calculated from the Source drop down list.
    3. In the Breakdown table field, select the source table that is used to calculate the score.
    4. In the Target table field, select the table where the calculated score is written.
    5. Select a Target field and Target Query field in the Target table.
      The calculated score is written into the records in the Target table that match the context specified in the Query field. For calculating the health score of an engagement, you can configure the data source as follows:
      • Breakdown table: Engagement
      • Target table: Engagement
      • Target field: Health score
      • Target query field: sys_id
    6. Select Submit to create the Calculated data source.
    7. Select New in the Segments related list.
    8. Enter a name for the segment and specify the Rank.
      The Rank field is used to specify the priority of the Segment. The Breakdown table as specified in the Data Source is displayed.
    9. Select Add Filter Condition and specify one of more conditions.
      You can define multiple condition-based variations for a single metric.
    10. Select Submit.
    11. Navigate to the Segment Configurations related list and select New.
    12. Select Submit to create this segment configuration.
    13. Enter the following details.
      Field name Description
      Data source The Calculated data source that is used to determine the health score.
      Target This is the target or ideal health score for the engagement.
      Weight The weight or percentage assigned to this metric in calculating the overall health score of the engagement. If you’re defining two or more data sources for the health definition, the total weight across all the data sources should be equal to 100.
      For example, for these data sources, you can specify the Weight as follows:
      • Daily collection of CSAT: 40
      • Weekly cases: 40
      • Daily cases: 20
      Direction
      • Maximize: The higher the target, the better the score. For example, CSAT score: A higher value indicates a better score.
      • Minimize: The lower the target, the better the score. For example, Number of P1 cases: Fewer cases indicates a better performance.
      Aggregate If multiple data records are returned for a data source, select how the aggregate score should be calculated:
      • Average
      • Sum
    14. Select Submit to create segment configuration.

    What to do next

    Create visualization using the newly created data source. See Configure DCE Visualizations for details. When the next data collection occurs, the health score is calculated and published on the Engagement page.