Overview
Three controls exist for the cases a calculated score cannot handle on its own: overriding a band, excluding a customer entirely, and scoring group structures on the parent account. All three are deliberate acts, and the first two are role based.
Overriding the band
Sometimes you know something the checks cannot see. An override lets an authorised user set the band by hand.
On the Relationship Health panel, click Override.
Choose the band, set an expiry date, and write a comment explaining why.
Save. The panel shows who set it, until when, and the reason.
How an override behaves
The expiry is required. An open ended override goes stale silently and nobody notices it is wrong, so there is no option to omit it.
It survives recalculation. The score keeps being worked out underneath and history keeps recording it, but recalculation never quietly removes your override.
It is what gets reported. The status field written to the customer carries the overridden band, so grids, exports and reporting agree with the panel.
It reverts by itself at the expiry date, with no action needed. Remove clears it early.
Who can do this is set by the Override role in Settings. Left blank, anyone who can see the panel can override, so set it if overrides should be a supervisor's decision.
Excluding a customer from scoring
Some accounts should not carry a relationship score at all: internal or test accounts, dormant records, or entities that exist for billing reasons rather than as relationships.
On the panel, click Exclude.
The panel replaces the score with an excluded state, and the customer drops out of scoring runs and score based queries.
Re-include puts it back. The next recalculation gives it a score again.
Who can do this is set by the Exclusion role. Left blank, it is limited to administrators.
What excluding does to reporting
Excluding also clears the customer up in reporting, so you do not have to remember to filter excluded accounts out by hand:
The score, previous score, points passed and failed checks fields are emptied. An empty field is not counted in an average or a total, so excluded customers stop skewing your numbers.
The status field is set to Excluded. That is deliberately not one of the three bands, so a report that groups or filters by band cannot pick the customer up as Healthy or Needs Attention.
Each scoring run also tidies the accounts already excluded, so customers excluded before this behaviour existed stop carrying their old score without anyone revisiting them.
Re-including and recalculating refills all six fields.
Group structures: scoring parent accounts only
Where customers are arranged as parents with linked accounts, scoring every account separately produces several contradictory numbers for one relationship. Turn on Score parent accounts only in Settings and:
Only parent accounts are scored.
A linked account shows the parent's score, read only, marked as inherited and naming the parent, with a link to it.
Actions such as override and exclude belong on the parent, which is where the score lives.
Including linked accounts' cases
By default the checks read the parent account's own data. That matters if your teams log cases against linked accounts: a complaint raised on a subsidiary counts towards nothing, because the subsidiary is not scored and the parent never sees it.
If that describes how you work, turn on Include child accounts' cases alongside parent-only scoring. The parent then answers for its linked accounts' cases across the checks that read cases: complaints, billing disputes, service credits, feedback, NPS and communication volume. It reaches all the way down a hierarchy, so an account linked beneath a linked account is included too.
Meetings, contacts, services and the account plan always stay on the account being scored. Only cases roll up.
The setting is off unless you turn it on, so nothing changes until you choose it. When it is on, the affected checks say so in their tooltip and name how many linked accounts were included, which is what tells you a failure came from a subsidiary rather than the parent.
Choosing roles
Both roles are ordinary Layer roles, assigned to whoever should hold them. A capability named role such as a scoring manager role tends to work better than reusing a job title, because the same capability often sits with different jobs in different teams.
Support
Support page: thelayer.com/support
Email: [email protected]
Telephone: 03333 222 000