Health Score

When to use

Use for a named account segment or portfolio health review when the user supplies, or the account system contains, a configured scoring rubric and dated inputs. If the rubric or required inputs are absent, still use this skill to return not scored and a review of signals only.

Do not use this skill to infer churn from silence, replace customer-success judgment, assign a health rating without its rubric, update CRM records, or contact a customer. Not for expansion qualification, renewal pricing, or commercial commitments.

Inputs and source discipline

1. Identify the account scope and as-of date. Require a configured scoring rubric with a named version/effective date, factors, weights, thresholds, freshness window, and missing-data rule; record its source, source date, date checked, and confidence. If it is missing, ambiguous, or stale, the result is not scored.
2. For each factor, capture a dated input, source, source date, date checked, unit if relevant, and freshness relative to the rubric. Prefer system records, dated customer outcomes, support events, and explicit account notes over assumptions. Preserve unknown, stale, and contradictory inputs rather than filling them from silence.
3. Treat no recent contact as an absence of evidence, not evidence of churn or risk. A silence signal may be listed for human review only when its date and source are clear.

Method

1. Work read-only. Validate the rubric before reading scores: confirm factors, weights, thresholds, effective date, and missing-data behavior are complete and internally consistent.
2. Match each required factor to a dated input within the configured freshness window. Apply a partial-data rule only when the configured rubric explicitly permits it. Otherwise any required unknown, stale, or contradictory factor makes that account not scored; unknown is never red or green and must not be coerced to a favorable or unfavorable value.
3. When all required inputs are valid, calculate the score exactly as configured and preserve the rubric version with the result. Do not substitute an intuitive threshold or infer a score from engagement, silence, sentiment, renewal date, or a single event.
4. Produce a portfolio distribution only over accounts with valid scores and a stated denominator. Keep unscored accounts and their review signals in a separate list; recommendations remain for human review.