> For the complete documentation index, see [llms.txt](https://themochi-app.gitbook.io/documentation/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://themochi-app.gitbook.io/documentation/module-7-dashboards-and-reporting/benchmarks-and-diagnostics.md). # Benchmarks and diagnostics ## Benchmarks & diagnostics **What it is** — A set of healthy benchmarks for each pipeline stage, plus a diagnostic framework — sometimes called the manager diagnostic flow — for figuring out *why* a number is off and what to do about it. Use this alongside the Home and Performance dashboards to turn raw numbers into a decision — this article is about how to read your numbers, not a feature you click into. **Who can use it** — Anyone can apply these benchmarks to their own numbers. Creators and Managers can diagnose the whole org from the Home and Performance dashboards; setters and closers can apply the same thinking to their own Home view. ### Healthy benchmarks These are general guidelines, not hard platform limits — your real "healthy" numbers will shift with your niche, price point, and traffic source. Use them as a starting point, not a verdict. | Stage | Healthy benchmark | Where to check it | | ----------------------------- | ---------------------------- | --------------------------------------- | | In Contact rate | Above 30% of new leads | Home's funnel breakdown | | Qualified rate | Above 15% of conversations | Home's funnel breakdown | | Booking rate | Above 20% of qualified leads | Home's funnel breakdown | | Show rate | Above 70% of booked calls | Home's funnel breakdown | | Response time (core hours) | Under 2 hours | Performance's per-member reply activity | | Response time (fresh inbound) | Under 5 minutes | Performance's per-member reply activity | A Qualified rate under 10% is a stronger signal than a normal dip — treat it as urgent rather than something to watch for another week. Response time can look far worse than either target if the calculation is still counting overnight hours — see The Performance dashboard for that caveat before assuming your team is slow to reply. ### How to read your numbers: the diagnostic framework A single low number rarely tells the whole story on its own — it's the *pattern* across two adjacent stages that points to the real cause. Open the Home dashboard's funnel breakdown to see where leads are piling up, then match the pattern below. | What you're seeing | Likely root cause | What to do | | ------------------------------ | ---------------------------------------------------------------- | ----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | High new leads, low In Contact | Spam inflating your lead count, or setters responding too slowly | Check your spam filter and setter response time | | High In Contact, low Qualified | Wrong audience reaching you, or weak qualifying conversations | Review your marketing message and setter qualification quality | | High Qualified, low Booking | A CTA or follow-up problem | Review your booking CTA and follow-up sequence — and confirm booking links are actually being sent **from inside Mochi** (tracked), not copy-pasted (untracked sends won't count toward Booking rate) | | High Booking, low Show | Missing reminders, or low lead quality upstream | Add day-before and day-of call reminders; check lead quality upstream | | High Show, low Won | A closing problem | This sits with your closer or sales process, not with Mochi | ### Tips * Filter Performance to one setter at a time when you suspect the bottleneck is a person, not a process. * Compare date ranges on Home before reacting to a single bad day — one slow Tuesday isn't a trend. * Work top-down through the diagnostic table: fixing a downstream stage, like Show rate, won't help if an upstream stage, like Qualified rate, is the real leak. * Re-check the same benchmark a week after you make a change — give it enough time to show up in the numbers. ### Common mistakes & fixes | Mistake | Fix | | ----------------------------------------------------------------------------- | --------------------------------------------------------------------------------------------------------------- | | Reacting to one bad day instead of a trend | Compare date ranges on Home; look at a week, not a day | | Fixing Show rate when Qualified rate is actually the leak | Work through the diagnostic table in order — find the first broken link, not the most visible one | | Treating these benchmarks as hard, universal targets | They're general guidelines; your real healthy range depends on your niche, price point, and traffic | | Comparing your funnel numbers to a hand count and assuming something's broken | See the metric-semantics note on The Home dashboard — dashboard numbers are stage-change events, not row counts | ### Limits & good to know * These benchmarks and the diagnostic framework are general sales guidance, not numbers Mochi enforces or alerts you about automatically. * They map onto the same stage names used throughout Mochi: New, In contact, Qualified, Booked call, Deposit, Won, Lost, No show. * Pair this with the metric-semantics caveat on The Home dashboard — a dashboard number and a hand count can legitimately differ. * Numbers are dated by when a stage change happened, not when the lead was created — see The Home dashboard for the full explanation. **Related:** The Home dashboard, The Performance dashboard, Mochi AI (Ask Mochi), The Leads page: work your pipeline