Overview
The score is not locked inside the panel. On every recalculation, six fields are written back to the customer record, so the score behaves like any other customer field: it appears in grids, exports, reporting, dashboards and automations with no separate integration.
The six fields
Field | Contains |
Current score | The score out of 100 at the last recalculation. |
Previous score | The score from the previous daily snapshot, which is what the trend arrow compares against. Blank where there is no earlier snapshot. |
Status | Healthy, Moderate or Needs Attention. This is the effective band, so it honours a manual override until the override expires. An excluded customer reads Excluded instead, which is deliberately not one of the bands. |
Last updated | When the score was last calculated, whether by batch, by someone opening the record, or by Refresh. |
Points passed | How many checks passed, to sit alongside the percentage. |
Failed checks | A short list of the checks that failed, so a report can show why without opening each customer. |
Things worth knowing
Status respects overrides. Reporting and the panel always agree, which matters when someone has deliberately pinned a band.
The fields follow recalculation. A customer nobody opens is updated by the batch run, which is the main reason to schedule one.
Excluded customers clear themselves down. Excluding a customer empties the score, previous score, points passed and failed checks fields and sets the status to Excluded. An empty field is not counted in an average or a total, and Excluded is not a band, so you do not have to filter excluded accounts out by hand to keep your numbers honest. Each scoring run also tidies accounts that were already excluded.
Under parent account scoping, only parent accounts carry values. Linked accounts show the parent's score on screen, but the fields live on the parent.
Field names are configurable, so check your own names if your administrator has renamed them.
Useful things to build
A worklist by band. Customers in Needs Attention, sorted by revenue, is the simplest and most useful view.
Movement. Compare current and previous score to find relationships that dropped this week, which is often more actionable than a low but stable score.
Coverage of the metric itself. Count customers whose last updated date is old, or whose score has never been calculated.
Churn exposure. Combine the churn fields with the score to total revenue at risk.
Automations. Trigger on the status field changing, for example to raise a task when a customer drops into Needs Attention.
History
One snapshot per customer per day is kept, which is what the previous score and the trend read. That gives a real history of how relationships moved rather than only a current position, and it is a strict improvement on carrying a single previous value.
Support
Support page: thelayer.com/support
Email: [email protected]
Telephone: 03333 222 000