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Record Scoring puts a score on a record and tells you exactly why it is that number. A lead gets a score out of 100. A customer gets a relationship health score. An opportunity gets a view on whether it is still moving. In every case the score is built from checks and signals that come from information already in The Layer, and every point can be traced back to the thing that caused it.
The point is not the number. The point is the reason underneath it. A score that says "62" is not much use on its own; a score that says "62, and here are the four things dragging it down" is something an account manager or a salesperson can act on this afternoon.
Record Scoring is the shared engine. The individual scores are called metrics, and you choose which ones your company uses.
The metrics
Four metrics ship today. Each one is switched on and tuned separately, and all of them are off until an administrator turns them on.
Metric | Scores | What it tells you | Bands |
Relationship health | Customers | How healthy the relationship is, from a checklist covering meetings, contacts, complaints, contracts, feedback and churn risk. Every check passes or fails with a reason. | Healthy, Moderate, Needs Attention |
Lead score | Leads | How worth pursuing a lead is, as a blend of Fit, Engagement and Momentum, with the signal behind every point. | Hot, Warm, Cool, Cold |
Customer health | Customers | Operational risk rather than relationship quality: ageing cases, overdue reminders, expiring quotes and services, contact silence, the manual risk flag. Comes with suggested actions. | Healthy, Watch, Action required |
Opportunity health | Open opportunities | Whether a deal is still moving: customer responsiveness, momentum against probability and close date, and value. Runs in the background and feeds reporting rather than showing a panel on the record. | On track, Watch, Stalling, At risk |
What every metric has in common
Because they share one engine, they behave the same way once they are on. Learn it once and it applies to all of them.
Per company. Each metric is enabled, tuned and switched off for your company alone. Nothing is on by default.
Explainable. Every score carries the reasons behind it, so you can always answer "why is it that number?".
Banded. A raw number is also expressed as a plain-language band, which is what most people read.
Written back to the record. Scores are mirrored onto fields on the record itself, so they flow into grids, exports, reporting and automations like any other field.
Kept in history. One snapshot per record per day, which gives you the previous score and the direction of travel.
Recalculated three ways. In a batch run, when someone opens a record whose score has gone stale, and on demand from the record.
Governed. A score can be overridden by hand for a period, with a reason and an expiry, and a record can be taken out of scoring entirely. Both can be restricted to a chosen role.
Available over the API. Scores can be read, listed and recalculated through the Score API.
Turning a metric on
Metrics live in Settings then Record Scoring, where each one appears as a card showing what it scores and whether it is on. Enabling a metric creates any fields it needs, so there is no separate setup task afterwards.
You do not have to use them all. Most companies start with one.
Where to start
Relationship Health is the metric documented in full in this collection. If that is the one you are setting up or using, read these in order:
Relationship Health: overview and how the score works, for what the score means.
Reading the Relationship Health panel, for using it day to day on a customer.
Setting up Relationship Health, if you are the administrator switching it on.
Lead score, Customer health and Opportunity health are enabled the same way from the same page. They are not yet covered in depth here, so if you are rolling one of those out, contact support and we will walk you through it.
Support
Support page: thelayer.com/support
Email: [email protected]
Telephone: 03333 222 000