Churn Risk
Settings → Churn Risk controls how the CSR Accounts table flags accounts at risk of cancelling, based on a customer's recent activity in cancellation journeys.
Why it matters
When a customer starts down a cancellation/retention journey, that's a signal they may leave. Surfacing it as a Churn Risk badge on the CSR Accounts table lets your team prioritize outreach to the customers most likely to churn. These settings tune how sensitive that flag is for your business.
What it shows / the fields
Risk is derived from the count of active cancellation-journey sessions for an account within the lookback window:
Lookback window (days) — how far back active cancellation-journey sessions are counted (default 30).
Medium threshold (sessions) — accounts with at least this many sessions are flagged Medium risk (default 2).
High threshold (sessions) — accounts with at least this many sessions are flagged High risk (default 3).
How to use it
Lower the thresholds to cast a wider net (more accounts flagged sooner); raise them to focus only on the most engaged cancellation attempts.
Shorten the lookback window to emphasize fresh intent; lengthen it to catch slow, repeated cancellation activity.
In the CSR Accounts table, sort or filter by Churn Risk to build an outreach list, then open a row to see the underlying sessions.
Gotchas
Only active sessions on journeys identified as cancellation count — completed or abandoned sessions outside the window don't.
Changing thresholds re-classifies accounts immediately on the next list load; it does not alter the underlying sessions.
Related
Last updated
Was this helpful?