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INFIMA Knowledge Base

What a client's health status means (and fixing "At Risk")

Each client on your dashboard carries a small health pill — Good, Heads-up, Review, or At Risk. It’s an at-a-glance read on whether the client’s program is actually doing its job. One of yours is showing At Risk and you want to know why and how to clear it.

What the pill watches

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The pill rolls up three things and always shows you the worst of them, so a single problem is enough to pull a client down to Review or At Risk:

  • People — are users flowing in? A client with no users, or a directory sync that’s failing or hasn’t run in a while, is the most common cause of At Risk.
  • Training — are people actually completing their courses? Courses assigned but nothing completed in a good while shows up here.
  • Phishing — are the simulations landing and getting engagement (opens, clicks, reports)? A long stretch with no engagement at all reads as something being wrong with delivery.
Pill Meaning
Good All three are healthy — nothing to do.
Heads-up A minor gap, usually “no courses assigned yet.”
Review Something’s slipping — e.g. the sync is a little stale, or training completions have gone quiet. Worth a look.
At Risk Something important isn’t happening — no users, a broken or stale sync, or no phishing engagement at all. Act on it.

Clearing an At Risk client

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Open the client and check these in order — At Risk almost always traces to one of them:

  • No users. If the client has no people yet, add them — sync their directory or add users manually. Everything else depends on having users.
  • The sync is failing or stale. If the People page shows a sync error or a last-sync date that’s well in the past, re-run or reconnect the sync. See Google sync error for the Google-specific case.
  • No phishing engagement. If people are in but no phishing test has been opened, clicked, or reported in a long time, confirm tests are actually reaching mailboxes — check the Sent Email Log and delivery, and that the client isn’t a manual setup whose mail is being filtered.

Once the underlying issue clears, the pill moves back up on its own — there’s no button to “mark it healthy.”

Frequently asked

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My client is brand new and already shows Heads-up — is something wrong? Usually not. “No courses assigned yet” reads as a heads-up until training is set up. Once the client has courses assigned and people start completing them, it clears.

It says At Risk but everything looks fine to me. Check the three areas above in the client itself — the pill is only ever as good as the worst of People, Training, and Phishing, so a quietly-failed sync or a delivery problem you haven’t noticed is the usual culprit. The People page and the email delivery troubleshooting are the fastest places to spot it.

Does the health pill affect the client’s compliance or reporting? No. It’s an operational signal for you — a prompt to go look — not a score that feeds compliance or anything the client sees.

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