Users and user health
How Atune lists the people using your product, and how it scores each person's health without any setup.
Accounts tell you which customers are healthy. Users tells you which people are. The Users page lists every person your product has sent, with a user health score, and each person has their own page.
One row per person
A person is the userId you send. Atune shows each person once, even when
they belong to several accounts.
- Accounts shows the account the person was most recently grouped into, plus +N for the others. A person without an account is an account of one, shown as Individual.
- Health counts the person's activity across all their accounts. The account page still shows each user's activity in that account only.
- Name and email come from
identify(). Without them, the person is shown by their user ID.
Demo data never merges with your real users.
Users without a company
If your product has companies (you send group calls or account IDs), a
person Atune can't place in a company yet is not an account. This usually
happens when a mobile app sends events before its group call. Atune then:
- leaves the person out of Accounts, and creates no Inbox actions or alerts for them;
- shows Users without a company on the Accounts page, linking to the people under No company on the Users page;
- moves the person and their events to their company as soon as your app
sends a
groupcall or a group ID for them.
A person who pays on their own (reported accountStage: paying or an MRR) is
a customer, not a placeholder, and stays in Accounts. If your product has no
companies at all, every person is their own account and is listed as before.
How user health is scored
User health is a score from 0 to 100. Atune recomputes it with the account scores, from the events you already send. There is nothing to configure.
| Factor | Weight | What it measures |
|---|---|---|
| Active days | 35% | Distinct days with activity in the last 7 days. 5 of 7 days counts as fully engaged, so a weekday-only B2B user is not penalised for weekends. |
| Value use | 35% | Value events in the last 7 days, compared with the number of value events Atune has inferred for your product. Until Atune has inferred any, this follows active days. |
| Recency | 20% | 100 when the person was seen today, falling to 0 after 14 days without activity. |
| Trend | 10% | Activity this week compared with last week. |
Active days count days, not events, so one long session cannot max out the score. The user page shows each factor next to the score.
Statuses
| Status | When |
|---|---|
| Inactive | No events in the last 14 days. |
| Learning | The person was identified but has no events yet, or was first seen less than 7 days ago. Atune does not judge a score built on that little history. |
| Risk | Score below 40, or below 55 and down more than 10% in a week. |
| Healthy | Score 65 or higher. |
| Watch | Everything in between. |
The thresholds are the same as for accounts, so the two scales mean the same thing. There is no expansion status for people, because expansion is an account decision.
Value
A person has reached value the first time they fire one of your product's value events. Atune keeps that date, as well as the date the person was first seen. Filter the Users list by Reached value or Not reached value to find people who signed up but never got there.