> ## Documentation Index
> Fetch the complete documentation index at: https://docs.msportal.ai/llms.txt
> Use this file to discover all available pages before exploring further.
# Client Health
> Monitor customer success with health scores across 8 dimensions, risk classification, and trend tracking
Client Health provides a comprehensive health scoring system that tells you exactly where to focus your resources. Every company in your portfolio receives a health score from 0 to 100, calculated across 8 dimensions using data from your connected integrations.
## Overview
The Client Health dashboard shows all your companies in a sortable, filterable table with their health scores, risk levels, and individual dimension scores. At a glance, you can identify which companies need attention and which are thriving.
### Key Features
Health scores computed across Service Quality, Engagement, Financial, Sales, Projects, Standards, Environment, and Operational dimensions.
Companies automatically categorized as Thriving, Healthy, At Risk, or Critical based on their overall health score.
Daily snapshots track score changes over time with 180-day trend charts and improvement/decline indicators.
Automatically highlights companies that need attention and those that have improved the most.
## Dashboard
Navigate to **Client Health** in the main sidebar to open the dashboard.
### Summary Cards
At the top of the dashboard, summary cards provide a portfolio-wide snapshot:
* **Avg Health Score** - The average health score across all companies
* **Avg NPS** - Average Net Promoter Score from surveys
* **Standards** - Average standards deployment percentage
* **Companies** - Total number of companies being tracked
Below the averages, colored pills show the distribution of companies across risk levels:
* **Thriving** (green) - Companies performing well across all dimensions
* **Healthy** (blue) - Companies in good standing with minor areas for improvement
* **At Risk** (yellow) - Companies showing concerning trends that need attention
* **Critical** (red) - Companies requiring immediate intervention
### Spotlight Section
The Spotlight section highlights two important groups:
* **Needs Attention** - Companies whose health scores have declined the most recently
* **Most Improved** - Companies whose scores have improved the most
This helps you quickly see who's trending in the wrong direction without scanning the full table.
### Company Table
The main table shows one row per company with the following default columns:
| Column | Description |
| ------------------- | ------------------------------------------------------------- |
| **Company** | Company name (filterable) |
| **Health Score** | Overall score from 0-100 with color indicator |
| **Risk Level** | Thriving, Healthy, At Risk, or Critical (multi-select filter) |
| **Service Quality** | Dimension score based on ticket metrics |
| **Engagement** | Dimension score based on meeting and contact frequency |
| **Financial** | Dimension score based on profitability and payment behavior |
| **Sales** | Dimension score based on pipeline and win rates |
| **Projects** | Dimension score based on project activity |
| **Standards** | Dimension score based on deployment percentage |
| **Environment** | Dimension score based on device and user metrics |
| **Operational** | Dimension score based on planner tasks and goal completion |
Click the column visibility button to show additional columns including Trend, Days Since Contact, Tickets (90d), NPS, Overdue Invoices, Standards %, and 20+ other detailed metrics.
### Refreshing Scores
Scores refresh automatically every day at 2:00 AM UTC. To trigger an immediate refresh:
1. Click **Refresh Scores** in the top-right corner of the dashboard
2. The button shows "Refreshing..." with a spinner while the background task runs
3. When complete, a toast notification shows "Refreshed X companies"
4. The table automatically updates with the new scores
## Company Detail View
Click any company row to open its detailed health analysis. The detail page includes:
### Summary Cards
Four cards at the top show key indicators:
1. **Health Score** - Current score with a progress bar and breakdown tooltip
2. **Risk Level** - Current classification with colored badge
3. **Days Since Contact** - Days since the last interaction (highlights red when over 30 days)
4. **Standards Compliance** - Deployment percentage of tracked tools
### Dimension Breakdown
A table showing each of the 8 dimensions with:
* Dimension name and icon
* Current score (0-100)
* Visual progress bar
* Weight (how much this dimension contributes to the overall score)
### Health Trend Chart
A 180-day line chart showing how the company's health score has changed over time. Use this to identify long-term trends and the impact of your interventions.
### Raw Metrics
Detailed metric cards organized by dimension, showing the actual underlying data:
**Service Quality:**
* Tickets (90d) - Number of tickets in the last 90 days
* Avg Days to Close - Average resolution time
* Avg Hours/Ticket - Average labor hours per ticket
* Escalation Rate - Percentage of tickets that were escalated
**Engagement:**
* Days Since Meeting - Days since the last scheduled meeting
* Meetings (90d) - Number of meetings in the last 90 days
* Missed Meeting % - Percentage of meetings that were missed
* Latest NPS - Most recent Net Promoter Score
**Financial:**
* Profitability - Financial grade (A-F) and numeric score
* Overdue Invoices - Count of unpaid invoices past due
* Outstanding - Total outstanding invoice amount
* Avg Days to Pay - Average payment turnaround time
* Days Since Payment - Days since the last payment was received
**Sales:**
* Pipeline Value - Total value of open opportunities
* Won Revenue (365d) - Revenue from closed-won quotes in the last year
* Opportunities (90d) - Number of quotes in the last 90 days
* Open Opportunities - Current open quote count
* Win % - Quote win rate
* Days Since Opportunity - Days since the last quote was created
**Environment:**
* Device Count - Total managed devices
* Active Users - Percentage of active users
**Operational:**
* Overdue Tasks - Count of overdue planner items and compliance assignments
* Goal Completion - Percentage of goals completed
## The 8 Health Dimensions
Each dimension measures a different aspect of the client relationship. Scores are computed using a percentile-based system that compares each company against your portfolio.
### Service Quality
Measures how effectively you're resolving support issues.
| Metric | Weight | What It Measures |
| ---------------- | ------ | ------------------------------------------------- |
| Resolution Time | 40% | Average days to close tickets (lower is better) |
| Hours Per Ticket | 35% | Average labor hours per ticket (lower is better) |
| Escalation Rate | 25% | Percentage of escalated tickets (lower is better) |
### Engagement
Measures the strength and frequency of your client interactions.
| Metric | Weight | What It Measures |
| -------------------- | ------ | -------------------------------------------------- |
| Service Engagement | 34% | Days since last contact (fewer is better) |
| Proactive Engagement | 33% | Days since last meeting (fewer is better) |
| NPS Score | 33% | Net Promoter Score from surveys (higher is better) |
### Financial
Measures the financial health and profitability of the relationship.
| Metric | Weight | What It Measures |
| ------------- | ------ | ---------------------------------------------- |
| Profitability | 50% | Financial grade/score from Financial Reporting |
| Late Invoices | 30% | Count of overdue invoices (fewer is better) |
| Days to Pay | 20% | Average invoice payment time (fewer is better) |
### Sales
Measures pipeline activity and revenue growth potential.
| Metric | Weight | What It Measures |
| ------------------- | ------ | --------------------------------------- |
| Opportunity Recency | 60% | Days since last quote (fewer is better) |
| Win Rate | 40% | Quote win percentage (higher is better) |
### Projects
Measures project engagement and activity.
| Metric | What It Measures |
| -------------------- | ---------------------------------------- |
| Project Count (365d) | Number of projects in the last year |
| Project Recency | How recently the last project was active |
### Standards
Measures how completely the company has adopted your recommended tools.
| Metric | What It Measures |
| --------------------- | ----------------------------------------------------------------------------------------------------------------------------------------- |
| Deployment Percentage | Ratio of deployed required tools to total required tools (one-of-group categories count as a single check satisfied by any deployed item) |
The Standards dimension score is a direct linear mapping of deployment percentage. A company with 80% of required checks deployed scores 80 on this dimension. For categories with **Require one of group** enabled in Settings, the entire category counts as a single required check, so a company that has any one of Datto, Cove, or Veeam deployed in a Backup group scores the same as a company with only Datto.
### Environment
Measures the technical health of the company's environment.
| Metric | Weight | What It Measures |
| ------------- | ------ | -------------------------------------------------------- |
| Device Count | 60% | Total managed devices (more indicates larger engagement) |
| Active User % | 40% | Percentage of users actively using managed services |
### Operational
Measures how well day-to-day operations are running.
| Metric | Weight | What It Measures |
| --------------- | ------ | --------------------------------------------------------------------------- |
| Overdue Tasks | 50% | Count of overdue planner items and compliance assignments (fewer is better) |
| Goal Completion | 50% | Percentage of company goals completed (higher is better) |
## Configuring Health Scoring
Navigate to **Settings > MSP Tools > Scoring** to configure which dimensions are included in health score calculations.
### Enabling/Disabling Dimensions
Each of the 8 dimensions can be toggled on or off:
* **Enabled dimensions** contribute their weighted score to the overall health score
* **Disabled dimensions** are excluded from calculations entirely
* When a dimension is disabled, its weight is redistributed proportionally across the remaining enabled dimensions
Changes to scoring configuration affect all companies immediately. The next refresh cycle (or manual refresh) will recalculate scores with the new configuration.
### When to Disable Dimensions
Consider disabling a dimension when:
* You don't have the data source connected (e.g., disable Sales if you don't track quotes)
* A dimension isn't relevant to your business model
* You want to focus scoring on specific areas
## Best Practices
Filter the dashboard by **Critical** risk level and review each company's detail page. Look at the Negative Drivers section to understand what's pulling scores down.
Check the Needs Attention list each morning to catch companies that are declining before they become critical.
Individual score snapshots are less useful than trends. Use the 180-day trend chart on detail pages to see whether your interventions are working.
The more data sources you connect, the more accurate health scores become. Missing data results in dimensions being scored as N/A.
If certain dimensions consistently produce unexpected results, consider disabling them or adjusting your thresholds. The goal is for the score to match your intuition about client health.
## Related Resources
Overview of all MSP Tools features
Manage tool deployments that feed into the Standards dimension
Revenue analysis that feeds into the Financial dimension
Manage tasks that feed into the Operational dimension