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Gainsight Inc.

Create Measures and Measure Groups (2.0)

This article is the second item in a series of Scorecard 2.0 configuration articles. Gainsight recommends you to refer the initial articles of the series and then start with this article.

This article introduces you to Measures and Measure Groups in Scorecards.You can also learn the process of creating and configuring Measures and Measure Groups in this article.

Measures are the building blocks of Scorecards. A measure is basically a metric, associated with a customer, which you wish to track. A Measure can be any key aspect related to a customer like Product Usage, Support tickets, NPS score, and so on. Every Measure has a Health Score, which represents the customer’s health for that particular Measure.

Important notes on Measure functionality:

  • You can create a Measure for an Account or a Relationship.
  • An Account Measure can only be used in Account Scorecard and Relationship Measure can only be used in Relationship Scorecard.
  • The Health Score for a Measure can be set manually, or automatically through the Rules Engine.
  • An individual Measure can be used in multiple Scorecards.
  • You can use Measure Scores to create reports.

Create Measures

To create a Measure:

  1. Navigate to Administration > Health Scoring > Scorecard 2.0. The Scorecard Configuration window is displayed.
  2. Hover on the + ADD menu and select MEASURE. The Add Measure window is displayed.

1. Create Measures.gif

  1. Perform the following tasks:
    1. Enter a name in the Measure name field.
    2. Select Account or Relationship option from the Measure applies to field.
    3. Select Manual or Automated option in the Measure type field. If you select Manual, the Measure score can be set manually by your end users, otherwise, it can be set automatically from Rules Engine.
    4. (Optional) Enter a description in the Measure description field.
    5. Click SAVE.

2. Create Measures1.png

In the above example, a Measure called Admin Sentiment is created for an Account entity. This Measure’s score is set manually.

Note: Edit icon corresponding to the Measure on the Measures screen allows Admin to modify the Measure Type from Manual to Automated and vice versa after creating the Measure.

Manual Measure to an Automated Measur.gif

Create Measure Groups

A Measure Group is a collection of Measures. You can use a Measure Group to combine related Measures. Measure Groups also have a Score. This score is automatically calculated based on the score of each measures (Group level scores are calculated only if Enable group scores check box is enabled on the Scorecard setup page).

For instance, Measures like Product Risk, Bug risk, Support risk, can be added to a measure group called Risk.

Important notes on Measures Group functionality:

  • You can create a Measure Group for an Account or Relationship.
  • An Account Measure Group can only be used in Account Scorecard and Relationship Measure Group can only be used in Relationship Scorecard.
  • A Measure Group and a Measure can have the same name.
  • An individual Measure group can be used in multiple Scorecards.
  • You can use a Measure Group’s Score to create reports.

To create a Measure Group:

  1. Navigate to Administration > Health Scoring > Scorecard 2.0. The Scorecard Configuration window is displayed.
  2. Hover on the + ADD menu and select MEASURE GROUP. The Add Measure Group window is displayed.

3. Create Measures3.png

  1. Perform the following tasks:
    1. Enter a name in the Group name field.
    2. Select Account or Relationship option from the Group applies to field.
    3. (Optional) Enter a description in the Group description field.
    4. Click SAVE.

4. Create Measures2.png

In the above example, a Measure Group called Support tickets is created for an Account. A Measure called Zendesk ticket is created in the Measures section of this article. You can create similar measures like JIRA tickets, Community tickets, etc., and add all of those measures to this Measure Group.


 

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