Understand your Connection score
What is Connection score, and why do directories still need action?
Connection score is the share of the two publishers Synup connects directly, Google and Facebook, that are connected, healthy and have actually been collected. With two publishers it can only read 0%, 50% or 100%. It sits beside Requires action, which counts every eligible directory that needs a fix, so the two numbers can look unrelated and both be right. A location can score 100% and still have directories that need action.
ASK SYDEKICK
Which directories are not synced for this selected location, and which need action?
Set the scope to the client and location you mean, then ask. Sydekick reads that location's directory list and ranks what to fix first. It only reads: nothing is connected, disconnected or re-synced.
Key facts
| Where it lives | Listings → pick a client and location → Published |
| What it counts | Google and Facebook only, shown on the card as Premium publishers connected |
| What counts as connected | The account is signed in and healthy, the profile is paired to the location, and Synup has recorded a collection from it. A sign-in alone is not enough |
| What it leaves out | Every other directory, including Apple and Bing, however healthy |
| Values | 0%, 50% or 100%. If no connector applies to the location the card shows a dash |
| Beside it | Requires action, a count over all eligible directories, and Location info with the name, address and phone Synup holds |
Or do it yourself
Open Listings, choose a client and a location, and open the Published tab. The three cards sit above the directory table.
Read Connection score. A full ring is 100%, half a ring 50%. If it is below 100%, find the publisher that is not counting: scroll to the Google or Facebook row at the top of the table.
Read the Status on that row. Synced counts. Expired, Suspended, Requires action, Not connected and In progress do not. Select View status details under a status to read the reason, for example Connection expiring — renew it.
Use the button in the Actions column. Reconnect signs the account in again, Connect starts a first connection, and View opens the live profile. If the profile exists but is not tied to this location, open the row menu (the three dots) and choose Assign a listing; see matching listings to locations.
Read Requires action next. It is the number of directories, of any weight, that need a person to act. Select Requires action in the chip row below to see exactly those rows. The chips and the statuses behind them are explained in the directory table.
After a reconnect, give it time. The row can read In progress until Synup has collected the profile, and the score counts it only once it is Synced.
What moves the score
A connector row counts as synchronized only when all of these are true: the account is connected and not archived, it is not suspended, it has no error or verification problem, its sign-in is valid, the profile is paired to this location, access is not about to expire, and Synup has recorded a collection from it. Any one of these missing keeps the row out of the numerator, while the row stays in the denominator.
That is why a Facebook connection whose access expires within ten days reads Expired and drops the score to 50%, even though it still works today. A healthy connection that has never been collected reads In progress, not Synced.
A connector is left out of the score entirely, on both sides, if your agency has opted that publisher out for the location, or its site is marked as excluded from sync percentages. If nothing is left to count, the card shows a dash instead of a percentage.
What the score does not measure
It is not overall coverage. For how many of a location's eligible directories are live, read the Listing overview on the Listings Overview. It is not profile quality either; a fully connected location can have a thin profile, which Profile completeness measures. And it never moves for a long-tail directory. Only Google and Facebook change it.
The same location can therefore show a different number on each screen on the same day. In the example below the score is 100% and 2 directories still need action:
A new location's first days
During a location's first few days, while its first submissions are still going out, the ring is replaced by a progress mark that reads Submitting · 0 of N live. The score appears once that first round settles.
What you'll see when it's done
- The Google and Facebook rows both reading Synced, and the score at 100%
- Requires action unchanged unless one of the fixes also cleared a long-tail row
- The score back to its previous value only after Synup has collected the reconnected profile, not at the moment you sign in
Watch out for
- Apple and Bing do not count, even though they are premium rows. Apple offers Connect in the table, but the score is Google and Facebook only.
- The card does not show a total for Requires action. It is a plain count of rows that need action; it does not say how many directories there are.
- Not every Requires action row is yours to fix. Several need a publisher's help, and some need nothing. Read the reason on the row before acting.
- The score is per location. On the all-locations Overview, the Connection issues tile counts connections with errors across the locations; it is not an average of scores.
Questions people ask
What is the difference between Requires action and Not connected?
Not connected means no connection or submission has been started for that row. Requires action means something is wrong that a person has to fix, such as an expired connection, a suspended listing, a rejected value or a listing claimed elsewhere. They are separate chips: a row is in one or the other, not both.
Why is my score 50% when Facebook still seems to work?
Facebook's access to your account is time limited. Within ten days of its end date the row reads Expired and stops counting, so you can reconnect before anything breaks. Select Reconnect and sign in again.
Why did the score not change after I reconnected?
The connection has to be collected before it counts. Until then the row can read In progress. Refresh the Published tab after a short while.
Where do I see coverage across every location?
Choose a client with All locations and open Listings → Overview. It shows the Listing overview across every location, with a table you can filter. It is a roll-up of live listings and issues, not of this score.
Next
To work the directory table row by row, see the directory table. To understand notifications and the Settings pages for connections that break, see monitoring connection health.