How we measure ROI
The transparent resolution methodology behind your ROI report — what counts as a resolution, and how value is calculated.
Your ROI report multiplies the resolutions the agent handled by your own cost of a human contact, and sets that against what Syncanix actually charged. Every input is published here so the number is auditable — not a figure you have to take on trust.
What counts as a resolution
Syncanix splits every resolution into two confidence classes, drawn from the nightly analysis of each conversation's outcome.
- Confirmed
- The conversation's outcome was fulfilled — the agent completed the request (a capability ran successfully, or a grounded answer satisfied the intent). This is the strongest resolution signal Syncanix records.
- Assumed
- The outcome was partial — some sub-goals were met. Syncanix counts it toward resolutions but labels it inferred, not proven.
How value is calculated
You supply one number — your fully-loaded cost of a human contact — and Syncanix supplies the rest from data it already processes.
- Value delivered is resolutions times the human cost you set. Until you set it, the value figure stays blank — Syncanix never invents one.
- Syncanix cost is your actual billed usage in USD, and cost per resolution is that cost divided by total resolutions.
- Net value is value delivered minus Syncanix cost; the ROI multiple is value delivered divided by Syncanix cost.
Estimates, stated honestly
Resolution counts come from a nightly analysis, weighted to estimate your full volume when only a sample is analyzed. The report shows how many conversations were analyzed and marks any figure that is an estimate. A rate is never shown as a fabricated zero when there is no data.