Health Scores
The health score is Breadbox's early warning system. A 0–100 composite score per account, powered by 9 signals, tells your account managers which clients need attention before they become a churn risk.
What the score means
Health scores aggregate data from your PSA, QBRs, touchpoints, assessments, and accounting into a single actionable number. They're visible on every account reference throughout the platform — in list views, dashboard cards, and the header of every account detail page.
≥ 70
Client is healthy. No immediate action needed.
40–69
Needs attention. Review signals and schedule outreach.
< 40
At risk. Immediate intervention required.
The 9 signals and default weights
| Signal | Weight | Data Source |
|---|---|---|
| Open P1/P2 ticket count & age | 20% | PSA integration |
| CSAT / NPS trend | 15% | PSA integration |
| Billable hours vs budget (utilization) | 15% | PSA integration |
| Days since last QBR | 10% | QBR module |
| Days since last decision-maker contact | 10% | Touchpoint module |
| Stack standardization score | 10% | Assessment module |
| Payment health (outstanding invoices) | 10% | Accounting integration |
| Contract utilization variance | 5% | Reconciliation module |
| Employee growth signal | 5% | Account field / enrichment |
Weights must sum to 100%. You can reconfigure them inSettings → Health Score.
Scoring logic per signal
Each signal produces a score from 0–100 based on the current data. The score × weight contributes to the final composite. Example scoring:
Open P1/P2 tickets
| 0 open P1/P2 tickets | 100 pts |
| 1 ticket | 80 pts |
| 2 tickets | 60 pts |
| 3+ tickets | 30 pts |
| Any ticket > 7 days old | −20 pts applied |
Days since last QBR
| < 90 days | 100 pts |
| 90–120 days | 70 pts |
| 120–180 days | 40 pts |
| > 180 days | 10 pts |
Billable hours vs budget
| Within 10% of budget | 100 pts |
| 10–25% over budget | 60 pts |
| > 25% over budget | 20 pts |
When scores recalculate
- Daily — a background job recalculates all active account scores each night
- On demand — click Recalculate on any account's Health tab for an immediate refresh
- Triggered — logging a QBR, touchpoint, or completing reconciliation can trigger a recalculation
Score history and trends
Every recalculation is stored in the database. The Health tab on each account shows:
- Current score gauge with color indicator
- Signal breakdown bars (which signals are dragging the score down)
- 90-day trend line chart (is the score improving or declining?)
- Full history table with per-signal scores for each calculation
Score velocity and predictive scoring
Breadbox tracks not just where a score is, but how fast it's moving. The velocity indicator on each account's Health tab shows the change in score over the last 30 days and a projected score 30 days from now.
Score velocity
Points gained or lost in the past 30 days. A score of −12 means the account has declined 12 points.
Projected score
Linear extrapolation of the current trend 30 days forward. If a client dropped from 75 → 65 in the last month, the projection is 55.
Velocity alert
When a score drops 10+ points in 30 days, the assigned AM receives an automatic alert — even if the score is still in the GREEN band.
Fastest Declining
The health dashboard surfaces the top 5 fastest-declining accounts in the last 30 days so you can intervene before they become at-risk.
Peer comparison
On the Health tab for each account, you'll see how that account's score compares to the rest of your portfolio:
- This account's current score
- Industry average — the avg score for all accounts in the same industry (e.g., Healthcare)
- All-accounts average — the avg score across your entire portfolio
- Percentile rank — where this account sits relative to all others (e.g., 73rd percentile = healthier than 73% of your accounts)
The health dashboard's Average Score by Industry panel shows this breakdown across all industries in your portfolio — useful for identifying whether an entire vertical is struggling or a specific client is an outlier.
Score trend column in account list
The account list view includes an optional Score Trend column showing a trend arrow (↑ improving / ↓ declining) and point delta. The column is hidden by default — enable it in the Columns dropdown above the accounts table.
Health score alerts
When a score drops below the alert threshold (default: 60), Breadbox automatically sends an in-app notification to the assigned account manager. If the “At-Risk Alert” workflow template is active, it also creates a follow-up task and transitions the account to AT_RISK.
Configure the alert threshold inSettings → Health Score. You can also set separate thresholds for the GREEN/YELLOW/RED color bands.
Configuring weights and thresholds
Go to Settings → Health Score to configure:
- Signal weights (must sum to 100%)
- GREEN threshold (default: 70) — scores at or above = GREEN
- YELLOW threshold (default: 40) — scores at or above but below GREEN = YELLOW
- Alert threshold (default: 60) — scores below this trigger AM notifications
- Live preview — see how a sample account would score with your current settings