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This guide shows MSP staff how to read a company’s Client Health detail page. Company portal users cannot open it.

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Before you start

  • You need Client Health read access (read_customer_success).
  • Client Health needs at least one published scorecard. See Refresh Client Health scores.

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Open a company’s details

1

Open Client Health

In the sidebar, open MSP Tools > Client Success, then select the Health tab.
2

Open the company

Click a company row, or click a company in Spotlight.
3

Check the date

The page header shows Last computed with the scorecard date. Check it before you read the numbers.
4

Go back

Click the back arrow to return to the Health tab.

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Read the summary cards

1

Read the Health Score card

The score runs from 0 to 100. Hover it to see the dimensions that feed it and their weights. The card is missing when the company has too little evidence. The default model needs at least three scored dimensions and 40% evidence coverage.
2

Read the Risk Level card

The level comes from the score: Thriving at 80 or above, Healthy at 60 or above, At Risk at 40 or above, and Critical below 40. A manual risk flag replaces the label. It does not change the score. See Manage manual risk flags.
3

Read Standards Compliance

This card appears when the company has applicable required standards. It shows the Standards percentage saved in the scorecard.
Scores show as rounded numbers, but the risk level uses the underlying score. A number that looks close to a band edge can sit on the other side of it.

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Read Traffic Light guidance

When enabled for a participating tenant, the Traffic Light panel shows the manual status and separate Purple flag, reasons, technician guidance, owners and review dates. Expand History to read prior changes and reviews. Use Log review, Change status, Set Purple or Edit Purple with Client Health write access. Green and Remove Purple need an approver and rationale. The calculated score remains separate.
Traffic Light is available only to tenants included in the pilot.
Client Health detail with separate Red and Purple guidance, owners, review dates and History
Traffic Light detail on a phone with status and Purple review controls
See Traffic Light Review for the full workflow.

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Read the dimensions and drivers

1

Open Dimension Breakdown

Find Dimension Breakdown below the trend chart.
2

Read each dimension

Each row shows the score, the applied weight, the evidence coverage and the observed metrics. Percent, days, currency and hours are different units, so do not compare them as raw numbers.
3

Check for exclusions

Excluded from health score means every metric in that dimension is off in scoring settings, so it does not change the overall score. Metrics marked Disabled carry no weight. A dimension with a 100 score and 0% weight adds nothing.
4

Read Top Negative Drivers

This card lists the dimensions that cost the most points, such as -6 pts. The points are score impact. They are not money or ticket counts. Open the matching area of MSPortal and check the records before you act.
Dimensions with no evidence can be left out of the list. A missing dimension is not a healthy result. A company can show drivers even when it has no overall score.

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Read the 180-day trend

1

Find Health Score Trend (180 days)

The chart plots the overall score from published scorecards.
2

Show the dimension lines

Click Show Dimensions to add a line per dimension and a legend. Click Hide Dimensions to go back to the overall line.
3

Hover for values

Hover the chart to read the values for a date.
The line breaks when the scoring model changes, because scores from different models are not comparable. History starts with the first scorecard of the current model. With too few points, the chart shows a message that snapshots are collected daily. A score that rose after your work is not proof your work caused it. Compare data freshness, enabled metrics and coverage too.

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Compare the Standards list

The Standards card below the breakdown lists each standard with a badge such as 4/9 deployed. It has these columns. The Open in Planner icon at the end of a row opens the linked Planner item. This list counts deployed items out of every listed item. The Standards Compliance percentage counts only applicable required checks and treats one-of groups as one check. The two numbers can differ. Use the Standards matrix for the scored view. The list is read-only. To change a status, see Update a company’s Standards deployments.

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Troubleshooting

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Frequently asked questions

Open the company, then read Dimension Breakdown and Top Negative Drivers.
No. Check its applied weight. A 0% weight adds nothing.
They are score points lost, not money and not a count of incidents.
The scoring model changed, or scores are missing for those dates.
No. Use the Standards matrix.
The band uses the underlying score. Also look for a Manual label.