Your Health Score (Dashboard > Health) is a 0-100 number made of 6 weighted components: Response Accuracy (25 pts), Satisfaction Rate (20 pts), Deflection Rate (20 pts), Response Speed (15 pts), Review Velocity (10 pts), and Knowledge Base completeness (10 pts).
Green is 80 or above, amber is 60-79, red is below 60. The score recalculates on the 1st of each month, and the dashboard shows your trend versus last month so you can see whether things are improving.
If your score is low, the fastest lever is usually your Knowledge Base score - add more FAQs, especially for anything guests are currently getting escalated to you for.