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Health Score Configuration controls which metrics contribute to Client Health. Every metric the scorecard rates is listed under its dimension with a switch, so you can drop the ones that say little about client health for your service model and keep the rest.
These settings include or exclude metrics. The current model’s base weights, risk bands, evidence rules, and minimum coverage requirements are fixed so scores remain consistent across the portfolio. When you switch a metric off, its share of the dimension is redistributed across the metrics that remain.

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Prerequisites

Client Health itself requires read_customer_success.

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Open scoring settings

1

Open Settings

Click Settings in the main sidebar.
2

Open Scoring

Under MSP Tools, select Scoring.

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Available metrics

Each dimension keeps its base weight in the overall score. The share column shows how much of the dimension a metric carries when every metric in that dimension is enabled. See Client Health for the complete calculation and data requirements for every metric.

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Include or exclude metrics

1

Review each dimension

Each card shows the dimension, its metrics, how many of them are enabled, and a dimension switch that turns every metric in the card on or off at once.
2

Change the metric switches

Switch off a metric when it does not reflect how you evaluate client health. For example, an MSP with every customer on auto-pay can switch off Overdue invoices and Payment speed so the Financial dimension is driven by seat price, effective hourly rate, and reactive hours per endpoint.
3

Review the enabled count

The summary shows how many of the 23 metrics are enabled. A dimension with no metrics enabled is labeled Excluded from the health score.
4

Save the configuration

Click Save Changes in the page header. MSPortal starts a score refresh as soon as the configuration is saved.

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How configuration affects scores

When a metric is excluded:
  • It carries no weight in its dimension, and its share is redistributed across the dimension’s remaining metrics
  • Evidence coverage for the dimension is measured against the enabled metrics only, so excluding metrics never lowers coverage on its own
  • Its observed value still appears on the company detail page and in the dashboard breakdown, marked Disabled, but it never affects the score
  • Previously published scores remain unchanged; the configuration takes effect in the next completed scorecard
When every metric in a dimension is excluded, the dimension itself is left out of the overall score and its base weight is redistributed across the enabled dimensions. Its metrics are still calculated for context, and the company detail page labels the dimension Excluded from health score. When a metric is enabled, MSPortal still requires real evidence. Enabling a metric does not cause missing data to score zero or receive a healthy default.
Companies need at least three scored dimensions and 40% overall evidence coverage to receive a numeric health score. Excluding every metric in several dimensions can make it harder to meet that requirement, even when the remaining dimensions have data.

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When to exclude a metric

Consider excluding a metric when:
  • It measures something that is not part of the services you provide
  • Its data source is deliberately not connected and never will be
  • It does not reflect how your team evaluates client health, such as receivables when every customer pays automatically
Do not exclude a metric only to hide temporary N/A results. If the metric is relevant, correct the integration, company mapping, or source data and publish a new scorecard instead.

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Troubleshooting

Saving the configuration starts a refresh automatically. If the refresh could not start, go to Client Health and click Refresh Scores, or wait for the daily 2:00 AM UTC refresh.
A numeric score still requires at least three scored dimensions and 40% coverage across the enabled model. Re-enable at least one metric in the affected dimensions or improve evidence coverage for those that remain.
If MSPortal has observed data for the metric, the company detail page shows its value marked Disabled for context. It does not affect the health score.

Client Health

Learn how scores, coverage, risk levels, trends, and manual risk flags work.

Financial Reporting settings

Set the target seat price that grades All-in seat price.