Learn what each metric on your Synaptiq dashboard means, how it's calculated, and what benchmarks to aim for.
Your Synaptiq dashboard at /admin gives you a real-time view of how your AI sales agent is performing. This guide breaks down every metric you'll see, explains how each one is calculated, and provides benchmarks so you know whether your numbers are healthy.
When you first log in, the top of the dashboard displays six primary metric cards. Each card shows the current value, the percentage change compared to the previous period, and a sparkline trend. Below the cards, you'll find a time-series chart that plots your selected metric over the chosen date range.
Use the date picker in the top-right corner to adjust the reporting window. You can select:
All metric cards and charts update immediately when you change the date range. Percentage-change indicators compare the selected period against the equivalent prior period (e.g., "Last 7 days" compares to the 7 days before that).
Metrics refresh automatically every 60 seconds while the dashboard tab is active. A small timestamp beneath the metric cards shows when data was last fetched. You can also click the refresh icon next to the date picker to force an immediate update.
What it measures: The total number of unique visitors who provided at least one piece of identifying information (name, email, or phone number) through the Synaptiq chat widget during the selected period.
How it's calculated: A lead is counted once per unique email address. If the same person chats on multiple pages or returns on a different day, they are not double-counted. Anonymous visitors who interact with the widget but never share contact details are not included.
What good looks like:
What it measures: The subset of total leads that Synaptiq's AI has determined meet your qualification criteria, based on the scoring rules you configured in Settings > Qualification Rules.
How it's calculated: During each conversation, the AI evaluates responses against your qualification criteria — things like company size, budget range, decision-making authority, and timeline. A lead is marked "qualified" when it meets the minimum score threshold you've set (default: 70 out of 100).
What good looks like:
What it measures: The total number of chat sessions initiated during the selected period, regardless of whether the visitor became a lead.
How it's calculated: A conversation starts when a visitor sends their first message (or responds to the AI's greeting). If a visitor leaves and returns more than 30 minutes later, a new conversation is counted. Conversations where the visitor only saw the greeting but never replied are not counted.
What good looks like:
What it measures: The percentage of total leads that reached "Converted" status during the selected period.
How it's calculated:
Conversion Rate = (Converted Leads / Total Leads) x 100
A lead counts as "converted" when you (or an integration) moves it to the Converted status in the leads list. This typically represents a closed deal, a signed contract, or whatever end-of-funnel action you define.
What good looks like:
What it measures: The average time between a visitor sending a message and the AI (or a human agent, if handoff occurred) sending a reply.
How it's calculated: Synaptiq logs timestamps for every message. Response time is the median delay across all message pairs in the selected period. The median is used instead of the mean to avoid skew from outliers (e.g., conversations abandoned overnight).
What good looks like:
What it measures: A composite score (0--100) that reflects how deeply visitors interact with the chat widget across all conversations.
How it's calculated: The score is a weighted average of four factors:
| Factor | Weight | Description | |---|---|---| | Messages per conversation | 30% | More back-and-forth indicates higher engagement | | Session duration | 25% | Longer conversations suggest genuine interest | | Information provided | 25% | Leads who share more details (email, company, role) score higher | | Return visits | 20% | Visitors who come back to chat again are highly engaged |
Each factor is normalized to a 0--100 scale, then combined using the weights above.
What good looks like:
Why do my total leads not match my CRM? Synaptiq counts a lead at the moment contact info is captured in the widget. Your CRM may deduplicate against existing contacts or apply different attribution rules. Check your integration settings under Settings > Integrations to review field mapping and dedup logic.
Can I customize which metrics appear on the dashboard? Yes. Click the Customize button below the metric cards to show, hide, or reorder the cards. You can also pin your most important metric to the main chart view.
How far back does historical data go? Synaptiq retains full metric history for the duration of your subscription. Free plans retain 90 days; paid plans retain data indefinitely.
Was this page helpful?