The Analytics Overview page offers a birds-eye view of your Ivy universe. On this page, you can quickly find the answers to questions like: what kinds of things are my guests asking? How fast is my staff answering questions? How much does Ivy's AI automate?
The metrics in the Analytics Overview page also show combined data including smartconcierge, webchat, and enterprise packages. While most of our products do include their own analytics page, the Analytics Overview section offers a one-stop look at the performance of your entire product suite.
Accessing and Using the Analytics Overview
To access the Analytics Overview, you'll first want to log into Ivy and navigate to the main dashboard. From there, click the Analytics button on the lefthand rail or the Analytics button associated with a specific property.
Select the Analytics Overview tab at the top of the page.
If you have access to multiple properties with Ivy, you can select one or more properties using the Current Metrics for: field.
By default, the Analytics Overview page will show you data from the last 30 days. However, you can change that to a shorter or longer date range using the DateRange field in the Filters toolbar. Data can be aggregated (lumped together) hourly, daily, weekly, monthly, quarterly, or yearly.
Click on FILTERS to adjust your reporting.
What's in the Analytics Overview?
The Analytics Overview page contains charts and metrics from other sections of our analytics suite and some new goodies. Here's what to expect from top to bottom:
Ivy vs. Staff Message Resolution: Contrasts the number of message resolutions by Ivy versus the number of resolutions by the hotel staff daily. You want to see as many as possible of both kinds of resolutions!
Unique Guests: Counts the number of unique guests who have been entered into your Ivy. Unique guests are defined by phone number, with each phone number in our system corresponding to one guest.
Guest Messages: The total number of inbound messages from guests during the selected date range.
Average Staff Resolution Time (Min): When Ivy's AI cannot answer a guest message independently, it requires the staff to respond to the guest and click the Resolve button beneath the guest message. This metric tracks how long, on average, it takes from when a guest message is received to when a staff member clicks the Resolve button. To create the best guest experience possible, we'd recommend trying to stay within 3 to 5 minutes.
Guest Rating: This counter will track your average guest rating if your property uses a mid-stay survey message. Think of this number as the Ivy version of a TripAdvisor review!
Guest Engagement Timeline: This chart tracks the number of messages sent to each unique guest and the number of responses from each unique guest daily. This chart can help you track your campaigns' performance and see if there are certain days of the week that your guests are more likely to engage with Ivy.
Top Smart Responses: Displays your property's top 10 most used smart responses.
Top Messages AI Intent Categories: Whenever a guest sends a message to Ivy, the AI reads and categorizes the message based on what topic the guest is asking about; These topics are called 'intents'. This chart displays the intents guests most frequently talk about at your property, giving you insight into the questions and requests your guests care about most.
Click the categories in the Pie chart key to remove them from the chart.
Staff Message Resolution Time: This chart is broken out by individual staff members and tracks the length of time it took for each person to resolve messages. Messages are then sorted into four categories: unresolved messages, <3 minute resolutions (short), 4 to 7 minute resolutions (medium), and 7+ minute resolutions (long). You want to see as many <3 minute resolutions as possible for each staff member!
Ivy Automation Rate: Displays the percentage of automated messages vs manual messages as compared to the total number of outbound messages. The higher the better!
Guest Survey Ratings: A pie chart showing the breakdown of guest ratings of your property. These are numerical from 1 to 5.
Message Status: Tracks the number of outbound messages that Ivy successfully delivered to guests and the number that failed to reach guests. This chart shows why and how often the messages were unable to send successfully.
Staff Logins: Shows the name, number of logins, and last signed-in date for each staff member.
Click on the headers to change how the data is sorted.
