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# What's at risk

Pi keeps a live ranked list of customers and onboardings most likely to slip, churn, or stall. The ranking feeds the **Risk lane** widget on the Workbench and answers prompts like "what should I look at today?". Each entry has a reason attached, so you can decide whether to act or dismiss.

## The signals Pi watches

Pi watches a handful of signals and weights them. No single signal flips a customer at-risk on its own; Pi combines them.

| Signal          | What it measures                                                 |
| --------------- | ---------------------------------------------------------------- |
| Phase stall     | Days in current phase versus the workspace median for that phase |
| Task slip       | Open customer-facing tasks past their due date                   |
| Reply gap       | Days since the primary contact last replied                      |
| Forecast slip   | Days the Pi forecast has drifted past the target launch date     |
| Health drop     | Drop in the customer's health score over the last 14 days        |
| Sentiment shift | A run of negative comments in the recent thread                  |

A customer at the top of the lane usually has two or three of these stacked together. Click any entry to see the contributing signals listed in order of weight.

## How the list orders

Pi re-ranks the list when:

* A phase moves
* A customer-facing task is marked done or slips past due
* A new comment lands on the customer thread
* The nightly forecast job runs

The Workbench widget shows the top 10 by default. The full list lives at **Workbench > Risk lane > See all**.

## Acting on an entry

Open an entry and you have three choices.

1. **Address it.** Open the customer, take the action Pi recommends (reach out, reassign, move the phase), and the entry drops on the next re-rank.
2. **Dismiss it.** Click the dismiss icon on the entry. Pi removes it from the lane and notes the dismissal. The same combination of signals won't re-flag this customer for 7 days unless a new signal joins.
3. **Mute the customer.** From the entry menu, choose **Mute risk flags for 30 days**. Use this when you know a customer is going through a quiet phase by design (a Q4 holiday freeze, for example).

## At-risk customer status vs the risk lane

These are two different things. A customer's **status** field (one of `active`, `at_risk`, `churned`, `archived`) is a manual classification you set on the customer record. The risk lane is Pi's automatic ranking. A customer can be on the risk lane while still flagged `active`, and vice versa. See [At-risk and churned](/product/customers/at-risk-and-churned) for the status field.

## Gotcha: dismissed flags that come back

A dismissed flag returns when a new signal joins the stack. If you dismissed an entry that was flagged for phase stall plus reply gap, and a forecast slip appears the next day, Pi re-flags it with the updated reason list.

## Related

* [Forecast launches](/product/ask-pi/forecast-launches)
* [At-risk and churned](/product/customers/at-risk-and-churned)
* [Health score](/product/customers/health-score)

Email **[help@pivotal.app](mailto:help@pivotal.app)** with a screenshot of where you got stuck and the customer or onboarding id from the URL.