Channel Health Scores
Health scores help teams quickly understand which customer or support channels may need attention. Each score is calculated on a 0-100 scale, where higher means healthier and lower means more risk.
What the Score Measures
Pulse starts every channel at 100, then subtracts penalties for risk signals found in the selected reporting window.
The main score factors are:
| Factor | What it measures | Max penalty |
|---|---|---|
| Sentiment pressure | Average ticket sentiment below neutral | 20 |
| High-severity load | Share of tickets marked high priority or above | 25 |
| Unresolved backlog | Share of tickets not closed | 20 |
| Volume spike | Ticket volume increase vs the prior same-length period | 15 |
| Repeat issue concentration | One ticket type dominating more than 50% of volume | 20 |
| Poor survey feedback | Low CSAT/NPS responses linked to tickets | 30 |
Final score:
Health score = 100 - total penalties
The final value is rounded and kept between 0 and 100.
How Each Factor Works
Pulse compares tickets in the current date range against the prior same-length date range.
For example, if the current range is the last 30 days, Pulse compares it to the 30 days before that.
A few important details:
- Missing sentiment does not hurt the score.
- Neutral or positive sentiment does not add a penalty.
- CSAT and NPS are converted to a shared 0-100 satisfaction scale.
- No survey responses means no survey penalty.
- Channels with no reportable tickets in the selected range will not have health data yet.
- Top tag is shown for context, but it does not directly affect the score.
- Top ticket type can affect the score when one type makes up more than half of volume.
Project owners can also add scoring priorities. These adjust how much Pulse emphasizes or de-emphasizes each factor, while keeping every factor within its normal cap.
Trend and Risk Labels
Pulse also compares the current score to the prior score.
- Improving: current score is more than 5 points higher
- Worsening: current score is more than 5 points lower
- Flat: score changed by 5 points or less
Risk labels are based on the score and the underlying risk mix:
- Healthy: score is 80 or higher
- Monitor: moderate score without severe risk concentration
- Needs attention: score below 70 with a high share of severe tickets
- Churn risk: score below 50 with more than 30% unresolved tickets
- Critical: same as churn risk, but used for internal support projects
How Often Scores Are Calculated
You can set a default period for calculation, with 30 days being the default. These are calculated continuously so you should always be seeing the most up-to-date information in your channel list.
Example Calculation
A channel has 10 tickets in the selected range:
- Average sentiment is 40 out of 100
- 3 tickets are high severity
- 4 tickets are unresolved
- Volume is flat vs the prior period
- One ticket type represents 60% of volume
- Survey satisfaction is healthy
Pulse might calculate:
Sentiment penalty: 4
High-severity penalty: 7.5
Unresolved penalty: 8
Volume spike penalty: 0
Repeat issue penalty: 4
Survey penalty: 0
Total penalty: 23.5
Health score: 100 - 23.5 = 76.5, rounded to 77
Common Use Cases
Use Pulse health scores to:
- Prioritize which customer channels need attention first
- Spot volume spikes before they become escalations
- Identify recurring issues by reviewing top ticket types and tags
- Track whether a channel is improving after an intervention
- Prepare for customer check-ins, QBRs, or internal service reviews
- Find internal support queues with unresolved backlog or high-severity load
- Compare channel health across a project using the same date range