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Metrics are how Superhawk measures what your accounts actually do in your product. They are the quantitative half of every health read: “contract creation down 49% quarter on quarter” is a metric, computed per account, on a schedule. Metric configuration lives under Configure Metric in CS and hybrid workspaces.

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What a metric is

A metric has:
  • A name in your product’s language — “Contracts created”, “Active signers”, “Templates in use”
  • A source — your data warehouse, product analytics, or another connected system
  • A window — the period it is computed over, such as the trailing 30 or 90 days
  • A scope — computed per account, so every account gets its own value and its own trend
Once defined, a metric is computed on a schedule for every account and becomes available to health judgements, signals, briefs, and reports.

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Configuring a metric

1

Open Configure Metric

From the sidebar, click Configure Metric. You will see the metrics already defined for your workspace.
2

Choose or create a metric

Open an existing metric to adjust it, or create a new one.
3

Define what it measures

Give it a name, point it at its source, and define how the value is computed for a single account.
4

Set the window

Choose the period the metric is computed over. This is the most consequential setting on the form — see the warning below.
5

Preview before saving

Run a preview against real accounts and check the numbers against something you already know to be true. A metric that computes cleanly and means the wrong thing is worse than one that fails loudly.
Always check the window explicitly. A metric left on the default window will compute successfully, produce plausible-looking numbers, and quietly measure a different period from the one you intended. It generates no error, so the only way to catch it is to look.

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Where metrics show up

  • Account health — as the factors behind a band, with the number quoted
  • Feature usage — as the volume and trend behind a feature
  • Signals — as the trigger for a usage-based observation
  • Briefs and reports — as the numbers you take into a customer conversation

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Getting metrics right

Measure the thing the customer buys. A metric on the workflow the customer is paying to accelerate is worth ten metrics on logins. Prefer a metric with a natural direction. “Contracts created” is readable in isolation. “Average page depth” needs a paragraph of explanation before anyone can act on it. Watch the trend, not the level. Large customers have large numbers. The question is whether this quarter is better or worse than last.