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Every CS account carries a health verdict: a band, a headline, a short summary, and the specific factors behind it. It is a judgement made from evidence, not a score computed from a formula.

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The bands

Insufficient data is not green. It is shown as a neutral state precisely so a thinly-covered account cannot hide among the healthy ones. If you see it, the fix is usually a missing integration or a genuinely quiet account, not a broken health read.

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What a verdict contains

Headline. The single most important truth about the account right now, in plain words. Summary. A short paragraph giving the shape of the situation. Factors. The specific drivers behind the band, each labelled and each carrying its evidence. Factors are split by polarity:
  • Working — strengths holding the account up
  • Watch — risks pulling it down
A factor looks like “Creation slowing — 49% down quarter on quarter, 0 created this month”. A short name, then the fact behind it. Confidence. How sure Superhawk is, given how much it could see: high, medium, or low. A red band at low confidence deserves a different response from a red band at high confidence — the first is a prompt to go and look, the second is a prompt to act.

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What it reads

The judgement draws on everything connected:
  • Product usage — volume, trend, breadth, and which features
  • Calls — what was said, by whom, and what tone it was said in
  • Email — responsiveness and who is still in the thread
  • Support tickets — volume, escalations, and recurring themes
  • CRM — contract value, renewal date, stage, and owner
  • Memory — what has been true about this account over time
  • Signals — observations already raised
Coverage drives confidence. An account with calls, tickets, and usage gets a higher-confidence read than one where only the CRM is connected.

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Reading a verdict well

Read the factors, not just the band. The band is a sorting aid. The factors are the thing you act on. Check the polarity split. An account with four Watch factors and no Working ones is in a different position from one with three of each, even at the same band. Take confidence seriously. A low-confidence read is Superhawk telling you it is working with thin evidence. Treat it as a prompt to check, not as a conclusion. Look at what changed, not just where it stands. An account that moved green to amber this week is more urgent than one that has been steadily amber for a quarter.
Health is recomputed on a schedule as new evidence arrives. A verdict carries the time it was computed, so you can tell whether it has caught up with a call that happened this morning.

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When a verdict looks wrong

The usual causes, in order of likelihood:
  1. A source is not connected. Health cannot see what Superhawk cannot read. Check Integrations.
  2. A source has stopped syncing. Check the last sync time on each connection.
  3. The feature catalog is incomplete, so usage is being read against the wrong vocabulary. See Features & Modules.
  4. The evidence genuinely says something you did not expect. Open the factors and follow them to the panel they came from. Sometimes the read is right and the surprise is the value.