Customer Effort Metrics

Effort Metrics allow you to score your clients based on common variables in order generate an overall effort score for the customer segment module.  These measurements will help you identify the clients that require more work on your part to service.


Effort metrics are currently populated by default with:

  • Segment Effort - This is a manual scoring tile covering the general effort required for servicing your client. 


Current configuration of Effort Metrics  

  • All metrics are global and will populate across all clients
  • Each metric’s weight can be edited to carry more or less influence on the overall client score

 Working with Effort Metrics 

 You can edit the scores by clicking the drop-down arrow for each metric.


To add or edit Effort Metrics, under the CS Admin Section, select CS Account Settings, then click the Health/Effort Admin tile.

*note* Adding or Editing Metrics will affect all customers. All subsequent metric score changes will account for this new metric although previous calculations will remain as-is.


 Select the Effort Metrics Tab at the top of the page


Calculation Metrics are also shown on the page.



 To add a new metric, click the 'Plus' icon at the top of the listing.  You can select to add a Custom Metric, an Import from Assessment Metric, a Number of Tickets Metric, or a Number of Locations Metric




Custom Effort Metric

Enter the Name, Description, Set the Max Score, Select an Icon, and Set the weight* using the entry boxes provided. 

*Each score carries an assigned weight (contributing percentage of overall effort score)



Import Metric from Assessments

This effort metric is based off of the most recent score of any assigned assessment.

Metrics are global, it is recommended (but not required) that you use the same general assessment for all clients for this metric to function properly across all client scoring models.


Select the Assessment from the drop-down menu.  Enter a description, select an icon and set the scoring weight for the metric using the provided data boxes.


You can add and define any new metrics your MSP decides is important in tracking customer effort.


Number of Tickets Metric

This effort metric is based on the number of tickets generated per client over a set time period.

The metric can be calculated on a per company basis or on a per user/ per company basis.  You can also customize the ticket boards/categories you want to include in the calculation.


Use the selector to turn the Metric off or on.



Enter a Description



Use the drop-down selector to set ticket time period


Use the drop-down selector to set calculation type

Use the drop-down selector to exclude any boards/categories from the calculation

Use the drop-down selector to choose an icon for the metric


Set the scoring weight for the metric





Number of Locations Metric

 This effort metric is based on the number of locations your service for each client.

The metric is calculated based on number of locations vs average number of locations for each client.

Enable/Disable switch, must be set to enable to edit 




 Enter a description



Use the drop-down selector to choose an icon for the metric


  Set the scoring weight for the metric


Use the 'Order' Icons to drag and drop the metrics in the order of preference.


Use the 'Edit' icon to edit any existing health metric.


Edit the Name, Description, Max score, Icon, or Weight.

Use the 'Trash' icon in the edit window to delete any existing effort metric


You can restore a previously deleted metric by clicking the "recycle" icon and selecting the metric to restore.