What is the Analytics Page?
You can go to the Analytics tab at the top of the screen to view various analytics for your property. This can be useful for users to monitor the reviews received from departing guests and when are guests usually messaging your property.
How Can I Use the Analytics Page?
Activity
The Analytics page defaults to the Activity tab, giving you a quick overview of your property’s messaging. There are 9 widgets that will give you more insight into Akia messaging and how your team is using it.
General Activity: A look at the health and activity of your hotels.
View how many messages were sent for your property and how many unique guests your team has messaged in the specified time range.
Response Time: The average response time to guests.
Monitor how fast your team is responding to guest questions - calculated by the time difference between the guest’s question and your team’s response. You will also be able to see how Akia helps reduce your response time under “With Akia.” It will also show you the response time broken down by the user (or department if selected).
Sentiment Score: Overview of the sentiment of guest conversations.
Sentiment is gathered from the specific words and language guests use in their messages, and their sentiment is reflected in this widget. A higher score will indicate guests are sending more positive messages.
Escalated Requests: Number of escalated requests broken down by the time of day.
Monitor when your team is not responding to guests, causing the request being automatically escalated after 8 minutes. Note the time notation goes 7 am, 10 am, 1 pm, etc.
Rating: The average of the ratings provided by guests.
View your property’s average rating here. This is calculated from guest responses to your Smart Review Message.
Leaderboard: The staff members closing the most cases.
View which users are closing out the most conversations (this doesn’t include messages sent, only threads closed). You can also narrow the search down by filtering for department. We highly recommend creating multiple users for your team so that you can better track each user’s performance.
Activity Heatmap: A quick overview of when activity is occurring on your property.
View which times your property is getting messages from guests. Note the time notation goes 7 am, 10 am, 1 pm, etc.
Revenue Generated: Revenue generated by orders.
Monitor how much revenue you are generating through your upsells or menu orders for the past week here.
Surveys
If your property uses Surveys, you can track guest responses in this tab and filter by a certain time period, and view responses on a per-question basis. You are also able to export the responses for the selected time period.
Tasks
The Tasks tab allows you to see a breakdown of your current tasks by department, staff, and rooms. Note that the graphs at the top will remain on a per-department basis.
Dashboards
Want to view all of your reports across your different Akia offices in one place? Create a dashboard in the Analytics page to view all of your reports at once.
- Click the + in the Analytics navigation bar
- Give your dashboard a name
- Click Edit in the top right corner
- Select the tiles you want to create the module on (think of modules as report views)
- Name your module and select which office and which report you want the module to show
- Optionally add more modules to the page
- Click on the bottom right hand corner of an existing module to resize it.
- Click and hold on a module to move it to another location on the page.
- Hit Clean Up to have Akia shift all modules to the closest available section near the top of the page
- Click Save to save all of your changes
