Completeness Scoring and Altify Statuses

Configure the following scheduled job to generate Account completeness records on a daily or weekly basis.

Completeness scores are percentages, and these inform the Altify RAG status (red/amber/green) that are assigned to specific areas of an account. This data is used in Altify's Reporting Package and in the relationship map reports that you can build (as a Relationship Map Only license-holder).

Completeness can be captured for various aspects of an account: Row Details, Relationship Map, Insight Map, Whitespace and Objectives.

Completeness records are generated for any account in an active Account Manager Plan and also for accounts having their own Account Plan. Records are created per account and per plan type. So if an account is included, say, in an Account Manager Enterprise Plan and also in an Account Manager Portfolio plan, two completeness records will be generated. Equally, for accounts with their own account plans, the plan type selected on the page will determine the plan type associated with the completeness record. This reflects the fact that some aspects of account completeness are affected by plan type, e.g. Account Details and Whitespace, while other aspects (such as Relationships, Insights and Objectives) are common across all plan types.

Most of the completeness data is highly mobile and moves with the account if it is added to a new plan.

To schedule the generation of completeness records, do the following:

  1. In Setup, go to Apex Classes
  2. On the Apex Classes page, click the Schedule Apex button.
  3. Enter a Job Name of 'Altify Account Completeness Job'.
  4. Set the Apex Class to 'ScheduledAccountCompleteness'.
  5. Select a Frequency of Weekly.
  6. Select the day that you want the job to run on.
  7. Enter the date range (Start date and End date) over which you want the job to run.
  8. Select a Preferred Start Time.
  9. Click Save.

Initial runs

The following instructions are for one-off runs of the above batch job:

  1. Open the Developer Console.
  2. Click Debug and select Open Execute Anonymous Window.

  3. Run the following line of code:

    Copy 
    new ALTF.ScheduledAccountCompleteness().execute(null);

Updating the batch run

A custom setting in Altify Account Manager Settings allows you to control the number of plans that are processed per batch. By default, this is set to '1'. To define your own value, update the setting Completeness Batch Size

This setting allows you to influence the execution time of the completeness batch job. A small number, like '1', results in a fast individual batch but would incur a lot of batches. Setting it to a large number results in fewer batches but each batch is slower and runs the risk of exceeding Salesforce limits. We recommend that you evaluate what best suits your org by starting at a high number (maximum number is '2,000') and working down.

Be aware, however, that many other elements influence the execution time of the completeness batch job, for example: the Salesforce POD instance, the number of plan types, the number of accounts, and the system load at time of execution.

If the batch job begins to fail due to errors such as CPU limits or too many DML operations, you may need to reduce batch size. If your org has a large number of accounts, you should be cautious of reducing the batch size to the extent that the system is starved of batch resources.

Reducing the number of plan types by marking unnecessary plan types as inactive is best practice and will also contribute to a quicker execution time.

Completeness scores are calculated for each aspect of an account (plan details, insights, etc.). Completeness scores are percentages, and a RAG status (Red/Amber/Green) is awarded in each case based on 33% and 66% thresholds. For example, if a completeness score of 54% applies to an account's whitespace, a whitespace status of amber is assigned.

Note: Completeness scores are not generated for specific account divisions. The scores for divisions are rolled into a single completeness score for the account. This approach supports Altify reporting which is account-centric.

  • Account Details: this score looks at the set of questions configured for a given plan type and is calculated based on the percentage of questions which have a note or an attachment entered for the account and its related divisions. The completeness score increases as more questions are answered.

  • Plan Details: for accounts that are included in Account Manager plans, this score reflects the most recently updated plan (of the relevant plan type) that includes the account in question. The score is calculated by looking at the percentage of Plan Details questions which have a note or an attachment entered. The completeness score increases as more questions are answered. For accounts that are not in any active Account Manager plans of a given plan type, this score is blank and does not contribute to the overall account completeness score.

  • Relationships Status: the RAG status of relationship maps is derived from high quality contacts on the maps of the account and its related divisions.
    • Green: if at least one key player is a mentor.
    • Amber: if at least one key player is a supporter.
    • Red: no key players who are mentors or supporters on the map.

    Although it's not outlined in the above explanation, the above statuses also align with a completeness percentage which is calculated 'under the hood' and the application of 33% and 66% thresholds.

    An alternative scoring system for relationship map completeness is available. For more information see Simplified scoring for insight and relationship maps.

  • Insights Status: the first important consideration is completeness of the story (‘section’ on the insight map) across the account and its related divisions. The story is considered complete if it includes details on all card types (Goal, Pressure, Initiative, Obstacle, Solution). The second important consideration is whether your understanding has been confirmed by the customer. Progression from red to amber to green is a matter of building a complete story, in at least one section, of your map and then confirming the details of that story with your customers. With that in mind a RAG status is awarded as follows:

    • Green: all five card types are present in one insight map section ('completeness') and at least one card of each type is confirmed within the same section ('confirmation').

    • Amber: all five card types are present in one insight map section ('completeness').
    • Red: not one section contains all five card types.

    Although it's not outlined in the above explanation, the above statuses also align with a completeness percentage which is calculated 'under the hood' and the application of 33% and 66% thresholds.

    An alternative scoring system for insight map completeness is available. For more information see Simplified scoring for insight and relationship maps.

  • Whitespace: the whitespace calculation considers a set of solutions for a given plan type and determines what % of those solutions are covered for a given account. A solution is covered if it contains current, won or potential opportunities, or has been blocked. The set of possible solutions includes all solutions found in Account Manager plans of this type that include this account. If an account is not included in any active Account Manager plan, then the set of solutions is the default set configured for the associated plan type.

  • Objectives: a completeness score is calculated based on the presence of particular Objective Types (Revenue, Business Development, Relationships) associated with this account. The score is calculated as follows:

    • 35%: awarded if you have objectives of type Revenue.

    • 35%: awarded if you have objectives of type Business Development.

    • 30%: awarded if you have objectives of type Relationships.

    If your org has custom Objective Types, these can be included in completeness calculations using Account Manager Custom Settings.

  • Overall Account Completeness: for accounts included in Account Manager plans, the overall completeness score is a straight average of the scores for the above sections i.e. plan details, account details, relationships, insights, whitespace and objectives. If an account is not included in any active Account Manager Plan, the plan details score is excluded and overall completeness is the average of account details, relationships, insights, whitespace and objectives scores.

Enabling the custom setting Use Simple Completion Calculations in Altify Account Manager Settings means that the completeness scores for your insight and relationship maps are based on the following scoring systems:

  • For insight maps: the score is derived from two percentage-based terms that are then multiplied together. The first term looks at the count of cards in a section as a percentage of a threshold value (9). The second term is a percentage of the observed card types. So if you have six cards of three different types then the score is calculated as ( (6 / 9) * (3 / 5) ) = 40%.

  • For relationship maps: the score is derived from a count of the number of contacts that have interesting attributes (i.e. Political Status, Decision Orientation Decision Orientation is a relationship attribute for contacts on an account relationship map. It indicates what will influence the contact's decision-making process. The default values aailable for this attribute are: 'Financial', 'Technical', 'Relationship', and 'Business'., Coverage Coverage is a relationship map attribute that indicates how much you've been in touch with a contact. There are several possible Coverage values: Unknown, No Contact, Brief Contact, Multiple Contacts, and In Depth. or Status) as a percentage of a desired number of contacts (8). So if there are two contacts with one attribute, then the score is 25%.

    You can update this default desired number of contacts (8) if required. To do this, set the Altify Core Setting Contacts on map for completeness to the desired number.

The completeness score for each setting is converted to red, amber or green based on 33% and 66% thresholds.