A-Score - Scoring Scale Task

The A-Score Scoring Scale Tasks allow you to add or update scoring scales for individuals or organizations.

Setting Up the A-Score Scoring Scale Task

To set up the Scoring Scale Task, complete the following steps:

1. Open the CRM module by expanding the Module Menu and clicking on the CRM option.
2. Click the Customer Setup link located at the bottom of the CRM Overview page.
3. Click the More tab and click the Scoring option if the Scoring tab is not already displayed.
4. Expand the scoring scale child form.
5. Click the GoTo icon next to the Scoring Scale you wish to update.

   Note: Running this task on the primary scale will update the primary scale and all of the sub-scales that make up the primary scale.

   This will open the Scoring Scale Profile for that specific action type.

   Note: You will need to perform this task for each individual Customer Action Type you wish to update.

6. Click the More tab and click the Open Tasks option.

   This tab lists all of the open/scheduled tasks for this Customer Action Type and also provides the option to schedule a new task.

7. Click the Add icon located on the customer action type task child form.

   This will open the Add - Scoring Scale Task pop-up window.

8. Expand the option drop-down menu and select the operation you wish to perform. The Scale Only and Scale and Composite options are the most commonly used.
9. Set the date range for this task in the start date and end date fields.

   Important! Limit your date ranges to one year or less for all backfill tasks.

10. Set the date and time for this task to run. Clicking the Now link will run this task five minutes from the current time.
11. Complete your notification settings if you wished to be notified about this task's progress.
12. Click the Save button.

    Note: You should do your best to schedule these tasks at off-peak hours.

Setting Up the Scoring Scale Task as a Recurring Task

To set up the Scoring Scale Task as a recurring task, complete the following steps:

1. Follow steps 1 - 6 listed above.
2. Click the add icon to add a new scheduled task, click the edit icon next to the name of a scheduled task to edit that specific task.

   Important! Do not set any dates in the start date and end date fields. Setting these dates will cause this task to only run for actions that occurred during the dates specified in these fields. If you set these dates and set it to be a recurring task, you will be running the same update over and over.

3. Set the date and time for this task to run. Clicking the Now link will run this task five minutes from the current time.
4. Complete your notification settings if you wish to be notified about this task's progress.
5. Expand the recurrence drop-down menu and select the frequency with which you would like this task to occur.

   This will make the every field available to you.

6. Enter how often you would like this task to run by entering a number in the every field.

   The recurrence unit displayed will be based on your selection in the recurrence drop-down menu.

   In this example, day(s) is displayed since Daily is set in the recurrence drop-down menu.

7. If this recurring task has an end date (a date after which you would like it to cease running), enter that date in the until field. If you leave the until field blank, this task will run until it is manually stopped.
8. Click the Save button.

   Note: You should do your best to schedule these tasks at off-peak hours.

Options

Additional information on each Task Option is below:

ScaleAndWeights

Scale, Customer Actions, and Qualifiers

ScaleAndCompositesAndWeights

Scale, Customer Actions, and Qualifiers for this Scale and Composite Scales.

Customer Actions will be inserted only as far back as the AScoreGenerateScoringHistoryMonthsMax setting.

UpdateNormalizedScoreForScale

Update Normalized Scores for Scale

GenerateScores

This task will set the overall Customer A-Score (raw and normalized) based on their corresponding scores for the primary scale for the current month.

PrimaryScaleAndScoreGeneration

Process Scoring for Primary Scale.

This task will compute the scores for the Primary Scale and also update the overall customer score and scoring trend.

The only time you should run this is if you changed the percentage of the composite scales, or if you added or removed a composite scale from the primary scale.

GenerateScoringTrend

This will update the scoring trend for customer A-Scores. The scoring trend will show an arrow next to the score that is pointing down (indicating the score is trending down), up (indicating the score is trending up) or sideways (indicating the score is trending the same).

AllScalesMaintenance

The Recurring Maintenance Task for All Scales option is designed to be a daily recurring scheduled task that will manage scoring. Once you have set up the A-Score and are in "maintenance mode", then configure this task to run daily recurring and monitor it over time. Unless you make changes to your A-Score setup, then this maintenance task is the only thing you need to keep the A-Score up to date.

This option:

• Deletes orphaned customer actions for all Action Types that allow bulk processing.
• Deletes non-qualifying customer actions for all Scoring Weights that don't exclude bulk processing.

For every Scale, for every month range going back as far as dictated by the AScoreGenerateScoringHistoryMonthsMax system option, the raw history and normalized score will be updated according to this condition:

• The month is within the last six months
• If the month is past six months, then they will be updated every N^th day where N is the number of months the date range is from the current date. For example, if the date range is 11 months ago, then it will be updated every 11 days. The rationale behind this is that as you go further back in time, there are fewer and fewer records that from the past that might need to be recalculated.

This task also runs these two operations:

• Generate Scores
• Generate Scoring Trend

GenerateAllScoringForScaleRealTime

Generate All Scoring Immediately (Admin Only)

Alert Messages When Saving a Scoring Weight

You may get an alert message when you save a Scoring Weight. These alert messages appear to remind you that you've changed one or more critical elements of the Scoring Weight and that you'll need to run one or more Tasks in order for this change to take effect on existing records.

When you get one of these messages, read it carefully; you may want to capture the message with a print screen so you can read it more carefully later. Then press OK to Save the record. If you want to hold off, just press Cancel.

For example, suppose you make the following three changes:

1. Change points from 5 to 6
2. Change start date from 1/1/2010 to 1/1/2009
3. Change the eligibility query

With this single edit, you have drastically changed the characteristics of the Scoring Weight in the following three ways:

1. First, anyone who did qualify for the Scoring Weight now should get 6 points instead of 5.
2. Second, you have made this Scoring Weight available to an additional year's worth of actions (the year 2010).
3. Third, you have changed the eligibility criteria. Actions that once were eligible need to be re-qualified to see if they're still eligible, and every currently non-qualifying Action needs to be qualified because it might have just become eligible when you swapped queries.

This alert message attempts to alert you to this so you'll add the necessary Task(s) to make this change take effect.

The alert will tell you:

• Which Task Type to run. Should you run the Task from the Scoring Weight, the Scoring Scale, or one from each?
• Which Task Option to choose.
• The Start Date and End Date to filter which records to consider in the Task. These dates will be the earlier of the current or original values for the Start Date, and the later of the current or original values for the End Date. In other words, suppose you changed the Start Date for a Scoring Weight from 01/01/2011 to 01/01/2010. In this case, you should run the Task starting with 01/01/2010. But if you made the opposite change, you'd still want to run the Task from 01/01/2010 because you'll need to re-qualify actions that happened in 2010 which should no longer qualify under the new dates.

As prompted by the Alert, you should set up and run these Tasks as a one-time non-recurring Task. Ideally, schedule the Tasks to run off-hours. If you need to run two tasks, add the first, then add the second, and schedule the second so that it runs after the first one completes.

If you don't create these Tasks, then any Customer Actions that occur from now on will be handled by the new Scoring Weight, but any changes to historical data will not take effect.

Updating Primary Scale

If the Scoring Weight you altered belongs to a Scale that is part of the Primary Scale (also known as the A-Score scale) that sets the overall customer score, then you'll need to run one last Task:

• Task Type: Scoring Scale Task from your Primary Scale (typically named the A-Score scale)
• Task Option: DBH Todo

Note: Use great care in altering exiting Scoring Weights if they are already in use. Make sure that you run any necessary clean-up Tasks as described on this and other pages, or else customer scores won't be correct.