> For the complete documentation index, see [llms.txt](https://docs.peakcommerce.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.peakcommerce.com/product/settings/observability/churn-risk.md). # 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](/product/customer-self-service/subscription-management/customer-retention-journey.md), 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 * [Customer Retention Journey](/product/customer-self-service/subscription-management/customer-retention-journey.md) --- # Agent Instructions This documentation is published with GitBook. GitBook is the documentation platform designed so that both humans and AI agents can read, navigate, and reason over technical content effectively. Learn more at gitbook.com. ## Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation by asking a question. Perform an HTTP GET request on the following URL with the `ask` and `goal` query parameters: ``` GET https://docs.peakcommerce.com/product/settings/observability/churn-risk.md?ask=&goal= ``` `ask` is the immediate question: it should be specific, self-contained, and written in natural language. `goal` is what the user is ultimately trying to achieve, the reason they need the answer. Sharing it helps GitBook give you a better, more relevant answer. A goal is most helpful when it describes the outcome the user wants rather than restating the question. For example, with `ask=how do I create an API token`, a goal like `automate deployments from our CI pipeline` lets GitBook tailor the answer to that use case. The response will contain a direct answer to the question and relevant excerpts and sources from the documentation. Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.