Dashboard
Sunday, March 29 · El Conquistador Resort
Marina close rate dropped 12% — 3 calls reached pricing and stalled without booking
Carlos Mendoza called twice about a marina slip — no booking yet, high intent
Routing accuracy at 91% — 2 Golf calls misrouted to Triage this morning
Routing Accuracy
91%
▼ 2.1% vs yesterday
Quality Score
94.2%
▲ 0.4% vs yesterday
Active Calls
3
2 external · 1 internal
Error Rate
0.4%
▼ 0.2% vs yesterday
Today: 47 calls handled
12 bookings confirmed
3 escalations
$8,240 attributed revenue
3 active calls now — Golf · Triage · Dining
Live Feed 3 active
Triage → Golf
EN
External
4:23
$3,200 est.
DatesRoomEnhancePaymentConfirm
FlowPilot: Scarcity — "weekend morning slots book fast" — triggered at 2:14 on price objection
AnniversaryGolf Package Interest
Recent (last 60 min)
| Booked | Triage → Spa | $680 | 9:12 |
| Transferred | Triage → Front Desk | $340 est. | 3:45 |
| Resolved | Triage | — | 1:58 |
FlowIntel Insight
Opportunity
Spa upsells converting 2× normal today
Guests citing "tired from travel" — FlowPilot has not activated wellness framing. Est. $1,200 untapped today.
Sales Funnel — Today
Dates indicated
47
Room selected
35
Enhancements
24 ▼
Payment
16
Confirmed
12
25.5% close rate today
While you slept: Between 11 PM and 7 AM, FlowStay handled 8 calls, confirmed 2 bookings worth $2,340, and escalated 1 noise complaint to security at 2:14 AM.
Live Monitor
3 active calls now
3 ACTIVE
Triage → Golf
EN
External
4:23
$3,200 est.
DatesRoomEnhancePaymentConfirm
FlowPilot: Scarcity — "weekend morning slots book fast" — triggered at 2:14 on price objection
AnniversaryGolf Package Interest
Upsell: cart add-on offered · ETA ~1:30 remaining
Triage → Spa
EN
External
5:14
$820 est.
ServiceTimeTherapistAdd-onsConfirm
FlowPilot: Reciprocity — offering complimentary consultation to build value
Couples Massage Interest
Add-ons: not yet offered · ETA ~3:10 remaining
Triage
ES
Internal
1:03
—
IntentRouteConnect
FlowPilot: Language — Spanish caller detected, routing to ES-capable agent
Housekeeping
Routing in progress · ETA ~0:45 remaining
Active Threads — SMS & WhatsApp
SMS and WhatsApp channels coming soon. All text conversations will appear here alongside voice calls.
Recent — Last 60 min 8 completed
| Time | Function | Outcome | Value | Duration |
|---|---|---|---|---|
| 10:41 AM | Triage → Golf | Booked | $3,200 | 8:42 |
| 10:29 AM | Triage → Spa | Booked | $680 | 6:15 |
| 10:18 AM | Triage | Resolved | — | 2:03 |
| 10:02 AM | Triage → Marina | Transferred | $1,200 est. | 4:31 |
Conversation Explorer
Showing 1,247 of 8,903 conversations · 68% booked · Avg score 94.2% · Avg sentiment 81% positive
| Time | Ch | Type | Agent Route | Intent | Outcome | Score | Sentiment | Duration | Tags | Summary |
|---|---|---|---|---|---|---|---|---|---|---|
| 10:41 AM | 📞 | External | Triage → Golf | Room Booking | Booked | 94.2% | 8:42 | FlowPilotUpsell | Triage routed to Golf, closed 4-night stay with cart add-on. FlowPilot engaged scarcity at 2:14, rec… | |
| 10:29 AM | 📞 | External | Triage → Spa | Spa Booking | Booked | 91.0% | 6:15 | Upsell | Booked couples massage with aromatherapy add-on. No objections. Smooth routing from Triage.… | |
| 10:18 AM | 📞 | Internal | Triage | Housekeeping | Resolved | 88.5% | 2:03 | Housekeeping request handled directly. Routed to floor manager. First-call resolution.… | ||
| 10:02 AM | 📞 | External | Triage → Marina | Marina / Water | Transferred | 72.1% | 4:31 | Error Flagged | Marina booking attempted. Agent cited incorrect slip pricing. Transferred to human. Deduction: wrong… | |
| 09:48 AM | 📞 | External | Triage → Dining | In-Room Dining | Booked | 95.3% | 3:12 | FlowPilot | In-room breakfast order placed. Upsell from standard to premium accepted. Excellent close.… | |
| 09:31 AM | 📞 | External | Triage | General Info | Resolved | 90.0% | 1:44 | General amenity question. Accurate response about Coqui Water Park hours and Palomino ferry.… | ||
| 09:15 AM | 📞 | External | Triage → Golf | Room Booking | Dropped | 68.3% | 5:22 | FlowPilot | Reached payment stage, guest said "let me check dates" and dropped. FlowPilot recovery attempted but… | |
| 08:57 AM | 📞 | Internal | Triage | Engineering | Resolved | 85.7% | 1:58 | Engineering call about HVAC unit in room 412. Routed correctly to maintenance.… |
…8,903 conversations
Revenue Attribution
AI Revenue Intelligence · El Conquistador Resort
Total AI Revenue
$142,840
▲ +18% vs last period
Bookings by AI
89
▲ +12 vs last period
Avg Booking Value
$1,605
▲ +$87 vs last period
ADR Contribution
+$48
▲ +$11 vs last period
Monthly Revenue — AI Attributed
$88k
Dec
$94k
Jan
$108k
Feb
$142k
Mar
Revenue by Domain
Room Booking
$89,400
Spa
$22,680
Golf
$18,200
Marina
$8,640
Packages
$7,320
Dining
$3,840
Revenue by Agent Function
| Function | Calls | Bookings | Revenue | Close Rate |
|---|---|---|---|---|
| Booking | 2,341 | 1,243 | $89,400 | 53% |
| Golf | 612 | 287 | $18,200 | 47% |
| Spa | 891 | 412 | $22,680 | 46% |
| Marina | 234 | 87 | $8,640 | 37% |
Revenue by Domain — This Period
| Domain | Calls | Bookings | Close Rate | Revenue | RPC | vs Last Period |
|---|---|---|---|---|---|---|
| Room Bookings | 2,841 | 1,894 | 67% | $84,200 | $29.64 | ▲ +$8,400 |
| Golf | 612 | 389 | 63% | $19,364 | $31.64 | ▲ +$2,100 |
| Spa | 891 | 412 | 46% | $22,680 | $25.45 | ▲ +$1,800 |
| Dining | 1,203 | 981 | 81% | $31,240 | $25.97 | ▲ +$3,600 |
| Events | 94 | 41 | 44% | $48,000 | $510.6 | ▲ +$14,000 |
| Marina | 234 | 87 | 37% | $8,640 | $36.92 | ▼ -$980 |
| Upsells | 412 | 238 | 58% | $18,200 | $44.17 | ▲ +$2,400 |
| Total | 6,574 | 4,246 | 64.6% | $242,164 | $36.83 | ▲ +$32,200 |
Revenue by Channel
| Channel | Calls | Revenue | Avg Value | Share |
|---|---|---|---|---|
| 📞 Voice (AI) | 5,841 | $198,400 | $33.96 | 82% |
| 💬 SMS | 482 | $28,100 | $58.30 | 12% |
| 251 | $15,664 | $62.41 | 6% |
SMS and WhatsApp have 72% higher avg value than voice.
Revenue Per Call (RPC) Trend
OctToday: $36.83
FlowPilot Revenue Attribution
| Metric | Value | vs Non-FlowPilot | Calls Affected | Revenue |
|---|---|---|---|---|
| Avg booking value (FlowPilot engaged) | $2,840 | ▲ +$480 (+20%) | 1,247 | $598,800 |
| Upsell acceptance rate | 68% | ▲ +24pp | 892 | $41,200 |
| Recovery after objection | 74% | ▲ +44pp | 312 | $28,400 |
| Drop-off prevention | 218 calls | — | 218 | $32,700 |
Total FlowPilot-attributed revenue: $701,100 — 58% of total AI revenue. Calls with FlowPilot generated 3.2× more revenue.
Revenue Forecast — Next 90 Days
JanFebMar← nowAprMayJun
Forecast Summary
| Period | Projected | Confidence | Key Driver |
|---|---|---|---|
| April 2026 | $168,000 | 91% | Spring bookings + Events |
| May 2026 | $182,000 | 88% | IHIF + summer pre-books |
| June 2026 | $204,000 | 74% | Tech Summit + summer surge |
AI Sales Intelligence
FlowIntel — powered by 8,903 conversations
Total Interactions
8,903
▲ +12% vs last period
Close Rate
38.4%
▲ +2.1% vs last period
Avg Interaction Value
$1,605
▲ +$87 vs last period
FlowPilot Fires
1,247
Last 30 days
Revenue Attributed
$142,840
Last 30 days
Win Pattern
Scarcity tactic improved marina close rate from 37% to 61% when applied
Triggered on 'I need to think about it' signal — highest ROI tactic in fleet
Drop-off Alert
31% of spa calls drop at Add-ons stage — 'need to think about it'
FlowPilot urgency not activating fast enough — recommend earlier trigger
Opportunity
Booking → Spa cross-sell is 61% likely but only offered at 22%
Est. $4,200/week untapped. FlowPilot should trigger post-room-confirmation
Domain Funnels — Close Rate by Domain
Room Booking
71% close rate
Dates indicated
Room selected
Enhancements
Payment
Confirmed
Spa
58% close rate
Service expressed
Time selected
Therapist pref
Add-ons
Confirmed
Golf
63% close rate
Date expressed
Holes + players
Cart + rental
Lesson offered
Confirmed
Marina
37% close rate
Interest
Activity type
Date + party
Package
Confirmed
In-Room Dining
81% close rate
Menu interest
Items selected
Upsell offered
Order placed
Confirmed
Packages
44% close rate
Interest
Package shown
Customised
Payment
Confirmed
Weekly Coaching Summary
This week your AI closed 23% better than last week. The biggest driver was improved objection handling on price — "let me show you what's included" outperformed "we do offer a discount" by 2.4×. One area to watch: marina upsell attempts are down 15% — the dock map may be cited as overwhelming; simplify the availability framing.
FlowPilot Tactic Leaderboard
| Tactic | Fires | Recovery Rate | Trend |
|---|---|---|---|
| Scarcity | 312 | 82% | ▲ +3% |
| Accusation Audit | 287 | 74% | ▲ +1% |
| Mirroring | 441 | 67% | → flat |
| Reciprocity | 156 | 71% | ▲ +5% |
| Loyalty Pitch | 51 | 44% | ▼ -3% |
Top Objections + Recovery
| Trigger | Recovery Rate | Revenue Saved |
|---|---|---|
| "Let me think about it" | 71% | $18,400 |
| "That's a bit expensive" | 68% | $12,200 |
| "I'll book online later" | 42% | $9,800 |
Cross-Sell Matrix
| If guest books… | Also buys… | Rate | Offer Rate |
|---|---|---|---|
| Room Booking | Spa | 61% | 22% ⚠ |
| Spa | Restaurant | 71% | 44% |
| Golf | Cabana next day | 44% | 18% ⚠ |
Language Split — EN vs ES
EN Close Rate
71%
ES Close Rate
51%
ES scripts need optimization — 20pt gap vs EN
Showing 1,247 of 8,903 conversations · 68% booked · Avg score 94.2% · Avg sentiment 81% positive
| Time | Ch | Type | Agent Route | Intent | Outcome | Score | Sentiment | Duration | Tags | Summary |
|---|---|---|---|---|---|---|---|---|---|---|
| 10:41 AM | 📞 | External | Triage → Golf | Room Booking | Booked | 94.2% | 8:42 | FlowPilotUpsell | Triage routed to Golf, closed 4-night stay with cart add-on. FlowPilot engaged scarcity at 2:14, rec… | |
| 10:29 AM | 📞 | External | Triage → Spa | Spa Booking | Booked | 91.0% | 6:15 | Upsell | Booked couples massage with aromatherapy add-on. No objections. Smooth routing from Triage.… | |
| 10:18 AM | 📞 | Internal | Triage | Housekeeping | Resolved | 88.5% | 2:03 | Housekeeping request handled directly. Routed to floor manager. First-call resolution.… | ||
| 10:02 AM | 📞 | External | Triage → Marina | Marina / Water | Transferred | 72.1% | 4:31 | Error Flagged | Marina booking attempted. Agent cited incorrect slip pricing. Transferred to human. Deduction: wrong… | |
| 09:48 AM | 📞 | External | Triage → Dining | In-Room Dining | Booked | 95.3% | 3:12 | FlowPilot | In-room breakfast order placed. Upsell from standard to premium accepted. Excellent close.… | |
| 09:31 AM | 📞 | External | Triage | General Info | Resolved | 90.0% | 1:44 | General amenity question. Accurate response about Coqui Water Park hours and Palomino ferry.… | ||
| 09:15 AM | 📞 | External | Triage → Golf | Room Booking | Dropped | 68.3% | 5:22 | FlowPilot | Reached payment stage, guest said "let me check dates" and dropped. FlowPilot recovery attempted but… | |
| 08:57 AM | 📞 | Internal | Triage | Engineering | Resolved | 85.7% | 1:58 | Engineering call about HVAC unit in room 412. Routed correctly to maintenance.… |
…8,903 conversations
Triage
Routing Intelligence · El Conquistador Resort
Total Calls
8,903
▲ +8% vs yesterday
Routing Accuracy
91.4%
▼ -2.1% vs yesterday
Misroute Rate
8.6%
▲ +2.1% vs yesterday
1st Call Resolution
72%
▲ +1.4% vs yesterday
Avg Route Time
4.2s
▼ -0.3s vs yesterday
Lang Detect Accuracy
98.7%
▲ +0.2% vs yesterday
Abandonment Rate
3.1%
▲ +0.4% vs yesterday
30-Day Performance Trend
Mar 1Mar 15Mar 29
Win Pattern
Accusation audit tactic recovering 74% of objections
Triggered 28 times this week with strong close outcomes
Drop-off Alert
31% of calls drop after enhancements offered
Guests saying "I need to think about it" — suggest FlowPilot urgency prompt
Opportunity
Cross-sell to adjacent domain undertriggered
Offer rate at 22% vs 61% expected conversion — est. $2,800/week
Showing 1,247 of 8,903 conversations · 68% booked · Avg score 94.2% · Avg sentiment 81% positive
| Time | Ch | Type | Agent Route | Intent | Outcome | Score | Sentiment | Duration | Tags | Summary |
|---|---|---|---|---|---|---|---|---|---|---|
| 10:41 AM | 📞 | External | Triage → Golf | Room Booking | Booked | 94.2% | 8:42 | FlowPilotUpsell | Triage routed to Golf, closed 4-night stay with cart add-on. FlowPilot engaged scarcity at 2:14, rec… | |
| 10:29 AM | 📞 | External | Triage → Spa | Spa Booking | Booked | 91.0% | 6:15 | Upsell | Booked couples massage with aromatherapy add-on. No objections. Smooth routing from Triage.… | |
| 10:18 AM | 📞 | Internal | Triage | Housekeeping | Resolved | 88.5% | 2:03 | Housekeeping request handled directly. Routed to floor manager. First-call resolution.… | ||
| 10:02 AM | 📞 | External | Triage → Marina | Marina / Water | Transferred | 72.1% | 4:31 | Error Flagged | Marina booking attempted. Agent cited incorrect slip pricing. Transferred to human. Deduction: wrong… | |
| 09:48 AM | 📞 | External | Triage → Dining | In-Room Dining | Booked | 95.3% | 3:12 | FlowPilot | In-room breakfast order placed. Upsell from standard to premium accepted. Excellent close.… | |
| 09:31 AM | 📞 | External | Triage | General Info | Resolved | 90.0% | 1:44 | General amenity question. Accurate response about Coqui Water Park hours and Palomino ferry.… | ||
| 09:15 AM | 📞 | External | Triage → Golf | Room Booking | Dropped | 68.3% | 5:22 | FlowPilot | Reached payment stage, guest said "let me check dates" and dropped. FlowPilot recovery attempted but… | |
| 08:57 AM | 📞 | Internal | Triage | Engineering | Resolved | 85.7% | 1:58 | Engineering call about HVAC unit in room 412. Routed correctly to maintenance.… |
…8,903 conversations
Routing Map — Sankey Flow
Total Calls
8,903
8,903
Room Booking 42%
Spa 18%
Golf 15%
Marina 9%
Complaint 5%
General 11%
Booked
68%
68%
Transfer
19%
19%
Drop 13%
Extensions — El Conquistador (40 extensions)
| Ext # | Name | Department | Routing Accuracy | Last Tested | Active |
|---|---|---|---|---|---|
| 4101 | Front Desk | Guest Services | 98.2% | Mar 28 | |
| 4200 | Golf Pro Shop | Golf | 96.5% | Mar 28 | |
| 4300 | Spa Reservations | Spa | 94.1% | Mar 27 | |
| 4400 | Marina Office | Marina | 81.3% | Mar 26 | |
| 4500 | Room Service | F&B | 97.8% | Mar 29 |
Win Pattern
Top performing tactic for Triage: Mirroring — 82% recovery rate
Triggered after price hesitation with high close outcome
Drop-off Alert
31% of calls drop after add-ons offered — guests citing 'need time'
FlowPilot urgency framing not activating fast enough at this stage
Opportunity
Language split shows ES calls close 20% less than EN — prompt review needed
Spanish-language scripts may need optimization for this domain
Score Trend (30 days)
Mar 1Today
Last 10 Scenario Runs
| Scenario | Outcome | Score | Blame Layer | Date |
|---|---|---|---|---|
| Standard booking flow | PASS | 96.4% | — | Mar 29 |
| Price objection recovery | FAIL | 64.2% | Knowledge Base | Mar 29 |
| Bilingual routing (ES→EN) | PASS | 91.0% | — | Mar 28 |
| Upsell — add-ons | PASS | 88.5% | — | Mar 28 |
| Cancellation handling | PASS | 79.1% | Prompt | Mar 27 |
Live Call Queue
Real-time · updates every 3sQueue depth: 4IN PROGRESSTriage → Golf|External · EN0:52
Intent:Room BookingFunnel:
Stage 2/5Est.:$3,200
FlowPilot watching
IN PROGRESSTriage → Spa|External · ES2:18
FlowPilot Engaged — Accusation Audit at 1:44, recovery 74%
⚠ WATCHTriage → Marina|External · EN4:07
Sentiment declining. Guest mentioned pricing twice. Recovery in progress.
WAITINGInternal · Housekeeping inquiry| In queue 0:12No routing needed
Queue Summary
8,903
Calls today
1.4s
Avg route time
97.2%
Routing accuracy
3
Misroutes today
| Ext | Department | Name / Role | AI Routes Here When | Avg Transfer | Status |
|---|---|---|---|---|---|
| 0 | Front Desk | Main Operator | General inquiries, fallback | 4s | Active |
| 101 | Front Desk | Check-In Desk | Arrival / Departure | 3s | Active |
| 105 | Concierge | Main Concierge | Amenity questions, local recommendations | 5s | Active |
| 201 | Golf | Pro Shop | Tee time bookings, equipment, lessons | 6s | Active |
| 202 | Golf | Golf Course Manager | Group bookings, escalations | 12s | Active |
| 301 | Spa | Spa Reception | All spa bookings and inquiries | 4s | Active |
| 302 | Spa | Spa Manager | Therapist requests, complaints | 15s | Active |
| 401 | Marina | Marina Desk | Slip rentals, water activity bookings | 5s | Active |
| 402 | Marina | Saltours (Partner) | Jet ski, snorkel, kayak tours | 8s | Active |
| 501 | F&B | Stingray Restaurant | Dining reservations | 4s | Active |
| 502 | F&B | In-Room Dining | Room service orders | 3s | Active |
| 503 | F&B | Events / Banquets | Event inquiries, large group dining | 9s | Active |
| 601 | Housekeeping | Housekeeping Desk | Room requests, linen, amenities | 5s | Active |
| 602 | Engineering | Maintenance | Repair, HVAC, plumbing | 11s | Active |
| 700 | Security | Security Desk | Noise complaints, safety concerns | 4s | Active |
| 701 | Security | Night Security | After-hours emergencies | 7s | Night only |
| 801 | Pool | Pool Deck | Coqui Water Park, cabana rentals | 6s | Active |
| 802 | Valet | Valet Station | Car retrieval, parking inquiries | 5s | Active |
18 active extensions · Avg AI transfer time: 6.2s · 0 unreachable
Golf
Golf · El Conquistador Resort
Calls
612
▲ +14% vs last week
Close Rate
63%
▲ +4% vs last week
Revenue
$18,200
▲ +$2,400 vs last week
Avg Tee Time Value
$243
▲ +$18 vs last week
Upsell Rate (Cart)
60%
▲ +7% vs last week
Agent Active|612 calls today|2 in progress
All systems nominal
30-Day Performance Trend
Mar 1Mar 15Mar 29
Win Pattern
Scarcity closes 3x more golf bookings than Reciprocity
Triggered on "I need to think about it" — 84% recovery when package scarcity framed within 60s
Drop-off Alert
Cart rental upsell drops 28% at the add-ons stage
"I already have my own equipment" — FlowPilot not offering lesson bundling fast enough
Opportunity
Sunday morning slots 60% open — AI not surfacing them proactively
Est. $3,400/week untapped. Trigger FlowPilot to offer Sunday specials on weekend calls
Showing 612 conversations · 63% booked · Avg score 94.2% · Avg sentiment 63% positive
| Time | Ch | Type | Agent Route | Intent | Outcome | Score | Sentiment | Duration | Tags | Summary |
|---|---|---|---|---|---|---|---|---|---|---|
| 10:41 AM | 📞 | External | Triage → Golf | Golf Package | Booked | 94.2% | 8:42 | FlowPilotUpsell | Booked 4-night golf package, cart rental, closed price objection with scarcity tactic… | |
| 10:12 AM | 📞 | External | Triage → Golf | Tee Time | Booked | 91.8% | 5:14 | Upsell | Booked 8 AM tee time, 2 players, added cart rental at offer… | |
| 09:55 AM | 📞 | External | Triage → Golf | Golf Lesson | Booked | 89.3% | 4:32 | Golf lesson booked 7AM with resident pro. Guest expressed beginner level… | ||
| 09:31 AM | 📞 | External | Triage → Golf | Pricing Inquiry | Transferred | 68.4% | 3:18 | Error Flagged | Cart pricing error — agent quoted weekend rate on weekday inquiry… | |
| 09:10 AM | 📞 | External | Triage → Golf | Group Booking | Booked | 82.1% | 6:44 | Group tee time Saturday 9AM, 4 players. Cart offered, all declined… |
…612 conversations
| Mon | Tue | Wed | Thu | Fri | Sat | Sun | |
|---|---|---|---|---|---|---|---|
| 7:00 AM | Booked | Open | Booked | Open | Booked | Booked | Booked |
| 7:30 AM | Open | Booked | Open | Open | Booked | Booked | Open |
| 8:00 AM | Booked | Booked | Open | Open | Booked | Booked | Booked |
| 8:30 AM | Booked | Open | Booked | Booked | Booked | Booked | Open |
| 9:00 AM | Open | Open | Booked | Open | Open | Booked | Open |
| 9:30 AM | Booked | Open | Open | Booked | Booked | Open | Open |
| 10:00 AM | Open | Open | Booked | Booked | Booked | Booked | Booked |
| 10:30 AM | Open | Booked | Open | Booked | Open | Booked | Open |
| 11:00 AM | Open | Booked | Booked | Open | Open | Open | Open |
Win Pattern
Scarcity closes 3x more golf bookings than Reciprocity
Triggered on "I need to think about it" — 84% recovery when package scarcity framed within 60s
Drop-off Alert
Cart rental upsell drops 28% at the add-ons stage
"I already have my own equipment" — FlowPilot not offering lesson bundling fast enough
Opportunity
Sunday morning slots 60% open — AI not surfacing them proactively
Est. $3,400/week untapped. Trigger FlowPilot to offer Sunday specials on weekend calls
Score Trend (30 days)
Mar 1Today
Last Scenario Runs
| Scenario | Outcome | Score | Blame Layer | Date |
|---|---|---|---|---|
| Standard golf booking flow | PASS | 96.4% | — | Mar 29 |
| Price objection recovery | FAIL | 64.2% | Knowledge Base | Mar 29 |
| Cart add-on upsell | PASS | 92.1% | — | Mar 28 |
| Bilingual golf call (ES) | PASS | 88.4% | — | Mar 28 |
| Lesson cross-sell | PASS | 79.3% | — | Mar 27 |
Weekly Tee Sheet — El Conquistador Golf Club
Open
Booked
Pending
Closed
| Time | Mon 3/24 | Tue 3/25 | Wed 3/26 | Thu 3/27 | Fri 3/28 | Sat 3/29 | Sun 3/30 |
|---|---|---|---|---|---|---|---|
| 7:00 AM | Martinez ×2 | Open | Johnson ×4 | Open | Rodriguez ×2 | Chen ×4 | Williams ×3 |
| 7:30 AM | Open | Thompson ×2 | Open | Garcia ×4 | Lee ×2 | Park ×2 | Open |
| 8:00 AM | Davis ×3 | Wilson ×2 | Open | Open | Anderson ×4 | Taylor ×2 | Moore ×3 |
| 8:30 AM | Pending ×2 | Open | Jackson ×4 | White ×2 | Harris ×3 | Martin ×4 | Open |
| 9:00 AM | Open | Open | Thomas ×2 | Open | Open | Robinson ×2 | Open |
| 9:30 AM | Clark ×4 | Open | Open | Lewis ×3 | Walker ×2 | Pending ×3 | Open |
| 10:00 AM | Open | Hall ×2 | Allen ×4 | Young ×2 | King ×3 | Wright ×4 | Scott ×2 |
Total tee times: 49
Booked: 37 (76%)
Open: 10 (20%)
Pending: 2 (4%)
Pro Availability — This Week
| Pro | Today | Tue | Wed | Thu | Fri | Lessons This Week |
|---|---|---|---|---|---|---|
| Carlos Medina | AM Free | Full | PM Free | Full | AM Free | 14 |
| Maria Santos | Full | Free | Full | AM Free | Full | 12 |
| James Okafor | PM Free | PM Free | Free | Full | Full | 9 |
Lesson Types — Conversion
| Type | Bookings | Avg Duration | Revenue |
|---|---|---|---|
| Beginner (1-on-1) | 31 | 60 min | $4,650 |
| Intermediate | 18 | 90 min | $4,050 |
| Group (up to 4) | 12 | 60 min | $2,160 |
| Junior (under 16) | 7 | 45 min | $595 |
Cart Fleet Status
C01
C02
C03
C04
C05
C06
C07
C08
C09
C10
C11
C12
C13
C14
C15
C16
■ Available (12)
■ Charging (2)
■ Maintenance (2)
Equipment Rentals Today
| Item | Total | Out | Available | Revenue |
|---|---|---|---|---|
| Full Club Set | 24 | 14 | 10 | $2,800 |
| Half Club Set | 12 | 8 | 4 | $960 |
| Pull Cart | 18 | 11 | 7 | $495 |
| Rangefinder | 8 | 8 | 0 ⚠ | $400 |
Package Performance — This Month
| Package | Sold | Avg Value | Revenue | Close Rate | AI Offer Rate | Gap |
|---|---|---|---|---|---|---|
| Golf + Stay Bundle | 47 | $412 | $19,364 | 72% | 68% | — |
| Golf + Spa Day | 23 | $280 | $6,440 | 54% | 21% ⚠ | 33pt gap |
| Golf + Sunset Dinner | 18 | $195 | $3,510 | 61% | 18% ⚠ | 43pt gap |
| Group Golf Package (4+) | 12 | $640 | $7,680 | 48% | 44% | — |
| Golf Lesson Bundle (3x) | 9 | $375 | $3,375 | 42% | 14% ⚠ | 28pt gap |
FlowPilot gap alert: Golf + Spa and Golf + Dinner packages have >30pt gaps between close rate and offer rate. AI is not triggering these bundles enough. Recommend prompt update to surface at room confirmation stage.
Spa
Spa & Wellness · El Conquistador Resort
Calls
891
▲ +6% vs last week
Bookings
412
▲ +8% vs last week
Revenue
$22,680
▲ +$1,800 vs last week
Avg Treatment
$55
▲ +$4 vs last week
Repeat Booking
28%
▲ +3% vs last week
Agent Active|891 calls today|3 in progress
All systems nominal
30-Day Performance Trend
Mar 1Mar 15Mar 29
Win Pattern
Couples massage converts 2x higher when framed as anniversary upgrade
Triggered on "celebrating" signal — 89% close rate vs 44% on generic spa offer
Drop-off Alert
Add-on stage drops 31% — "aromatherapy sounds nice but..." pattern
FlowPilot Reciprocity not activating. Add complimentary consultation offer at add-on stage
Opportunity
Post-room-booking cross-sell to spa at 61% likelihood, offered only 22%
Est. $4,200/week untapped. FlowPilot should trigger after room confirmation in Triage
Showing 891 conversations · 46% booked · Avg score 91.8% · Avg sentiment 79% positive
| Time | Ch | Type | Agent Route | Intent | Outcome | Score | Sentiment | Duration | Tags | Summary |
|---|---|---|---|---|---|---|---|---|---|---|
| 10:29 AM | 📞 | External | Triage → Spa | Couples Massage | Booked | 95.1% | 6:15 | FlowPilotUpsell | Couples massage booked with aromatherapy add-on. Anniversary framing converted easily… | |
| 10:04 AM | 📞 | External | Triage → Spa | Single Massage | Booked | 90.2% | 4:11 | Deep tissue booked 2PM. No add-ons taken… | ||
| 09:48 AM | 📞 | External | Triage → Spa | Single Massage | Booked | 88.7% | 5:02 | Upsell | Hot stone massage confirmed 11AM. Offered prenatal add-on, declined… | |
| 09:22 AM | 📞 | External | Triage → Spa | Single Massage | Dropped | 74.3% | 3:28 | Error Flagged | Therapist availability mismatch. Guest requested Lucia, unavailable that day… | |
| 09:07 AM | 📞 | External | Triage → Spa | Couples Massage | Booked | 92.5% | 5:44 | Upsell | Swedish + hot stone add-on confirmed. Excellent close, no objection… |
…891 conversations
Weekly Appointments — Spa
| Time | Mon 3/23 | Tue 3/24 | Wed 3/25 | Thu 3/26 | Fri 3/27 | Sat 3/28 | Sun 3/29 |
|---|---|---|---|---|---|---|---|
| 9:00 AM | Deep Tissue | Open | Couples | Open | Hot Stone | Couples | Deep Tissue |
| 10:00 AM | Swedish | Hot Stone | Open | Deep Tissue | Swedish | Hot Stone | Couples |
| 11:00 AM | Open | Swedish | Prenatal | Open | Couples | Deep Tissue | Hot Stone |
| 2:00 PM | Hot Stone | Open | Swedish | Couples | Open | Swedish | Open |
Win Pattern
Couples massage converts 2x higher when framed as anniversary upgrade
Triggered on "celebrating" signal — 89% close rate vs 44% on generic spa offer
Drop-off Alert
Add-on stage drops 31% — "aromatherapy sounds nice but..." pattern
FlowPilot Reciprocity not activating. Add complimentary consultation offer at add-on stage
Opportunity
Post-room-booking cross-sell to spa at 61% likelihood, offered only 22%
Est. $4,200/week untapped. FlowPilot should trigger after room confirmation in Triage
Score Trend (30 days)
Mar 1Today
Last Scenario Runs
| Scenario | Outcome | Score | Blame Layer | Date |
|---|---|---|---|---|
| Couples massage booking | PASS | 97.1% | — | Mar 29 |
| Aromatherapy add-on close | PASS | 91.4% | — | Mar 29 |
| Therapist availability edge case | FAIL | 62.1% | Knowledge Base | Mar 28 |
| Anniversary framing tactic | PASS | 94.2% | — | Mar 28 |
| Prenatal massage inquiry | PASS | 81.3% | — | Mar 27 |
Week of Mar 24
6 therapists · 42 slots today · 31 booked (74%)
| Time | Therapist 1 Lucia M. | Therapist 2 Sofia R. | Therapist 3 Ana G. | Therapist 4 Carlos P. | Therapist 5 Maria L. | Therapist 6 Jose T. |
|---|---|---|---|---|---|---|
| 9:00 AM | Couples 90m | Deep Tissue 60m | Open | Hot Stone 75m | Swedish 60m | Open |
| 10:00 AM | → cont. | Prenatal 60m | Swedish 60m | → cont. | Open | Deep Tissue 90m |
| 11:00 AM | Hot Stone 60m | Open | Aromatherapy 90m | Couples 90m | Swedish 60m | → cont. |
| 2:00 PM | Swedish 60m | Hot Stone 75m | Open | Deep Tissue 60m | Couples 90m | Open |
| 3:30 PM | Open | Swedish 60m | Deep Tissue 90m | Open | → cont. | Aromatherapy 60m |
Therapist Utilization — Today
| Therapist | Booked Slots | Utilization | Revenue | Specialty |
|---|---|---|---|---|
| Lucia Martinez | 4/6 | 67% | $540 | Couples, Prenatal |
| Sofia Rodriguez | 5/6 | 83% | $680 | Deep Tissue, Prenatal |
| Ana Garcia | 3/6 | 50% | $360 | Aromatherapy, Swedish |
| Carlos Perez | 4/6 | 67% | $580 | Hot Stone, Sports |
| Maria Lopez | 4/6 | 67% | $490 | Swedish, Couples |
| Jose Torres | 3/6 | 50% | $380 | Deep Tissue |
Guest Therapist Requests
| Guest | Requested | Available | Action |
|---|---|---|---|
| Martinez, A. | Lucia | Yes — 3:30 PM | |
| Johnson, K. | Sofia | Full today | |
| Chen, W. | Any | 3 open slots |
Treatment Performance — This Month
| Treatment | Bookings | Avg Price | Upsell Rate | Revenue | Trend |
|---|---|---|---|---|---|
| Couples Massage | 112 | $180 | 74% | $20,160 | ▲ +8% |
| Deep Tissue (60m) | 89 | $120 | 44% | $10,680 | ▲ +3% |
| Hot Stone | 67 | $145 | 61% | $9,715 | ▲ +11% |
| Swedish (60m) | 134 | $95 | 38% | $12,730 | → flat |
| Aromatherapy | 43 | $135 | 68% | $5,805 | ▲ +15% |
| Prenatal | 28 | $110 | 22% | $3,080 | ▼ -4% |
Add-On Performance
| Add-On | Offered | Accepted | Rate | Revenue |
|---|---|---|---|---|
| Aromatherapy upgrade | 234 | 142 | 61% | $4,260 |
| Extended session (+30m) | 189 | 87 | 46% | $4,350 |
| Scalp treatment | 156 | 52 | 33% | $1,820 |
| Champagne arrival | 67 | 41 | 61% | $1,845 |
Wait List — Unable to Book (Last 7 Days)
| Guest | Treatment | Preferred Time | Therapist Pref | Alt Offered | Status | Est. Revenue Lost |
|---|---|---|---|---|---|---|
| Johnson, K. | Couples Massage | Today 10 AM | Sofia | Alt offered | Waiting | $180 |
| Williams, B. | Hot Stone | Sat AM | Any | Booked alt | Resolved | — |
| Garcia, L. | Deep Tissue 90m | Fri 2 PM | Carlos | No alt | Lost | $145 |
| Chen, M. | Prenatal | Thu AM | Lucia | Alt offered | Waiting | $110 |
| Thompson, R. | Aromatherapy | Today 3 PM | Ana | Booked alt | Resolved | — |
Revenue at risk this week: $435 from guests who could not be accommodated. Consider adding 1 part-time therapist on weekends or enabling waitlist-to-SMS notification when a slot opens.
Marina
Marina & Water Sports · El Conquistador Resort
Calls
234
▲ +3% vs last week
Bookings
87
▼ -8% vs last week
Revenue
$8,640
▼ -$980 vs last week
Avg Charter Value
$99
neu ± flat
Slip Utilization
62%
▼ -5% vs last week
Agent Active|234 calls today|1 in progress
⚠ Slip pricing accuracy: 58% — review required
30-Day Performance Trend
Mar 1Mar 15Mar 29
Drop-off Alert
Marina close rate 37% — 12pp below fleet avg — price is the blocker
3 calls this week reached pricing and stalled. Agent needs Scarcity tactic at slip availability stage
Win Pattern
Jet ski tour upsell closes 71% when offered with Palomino Island framing
Bundle framing outperforms standalone tour offer by 2.4x
Opportunity
Kayak/paddleboard rentals never offered proactively — 0% offer rate vs 44% conversion
Est. $1,800/week. Add rental prompt to marina funnel after slip inquiry
Showing 234 conversations · 37% booked · Avg score 88.4% · Avg sentiment 62% positive
| Time | Ch | Type | Agent Route | Intent | Outcome | Score | Sentiment | Duration | Tags | Summary |
|---|---|---|---|---|---|---|---|---|---|---|
| 10:38 AM | 📞 | External | Triage → Marina | Jet Ski Tour | Booked | 91.4% | 5:22 | Upsell | Jet ski tour booked, 2 guests, Palomino Island. Island framing closed at 3:14… | |
| 10:14 AM | 📞 | External | Triage → Marina | Slip Rental | Transferred | 68.2% | 4:31 | Error Flagged | Slip pricing mismatch. Wrong rate quoted for overnight dockage… | |
| 09:55 AM | 📞 | External | Triage → Marina | Snorkel Rental | Booked | 83.7% | 3:08 | Snorkeling gear rental confirmed, 3 sets, Palomino dock 1PM… | ||
| 09:31 AM | 📞 | External | Triage → Marina | Paddleboard | Booked | 87.1% | 2:44 | Paddleboard rental 10AM, 30 min. Kayak cross-sell offered, declined… | ||
| 09:08 AM | 📞 | External | Triage → Marina | Kayak Rental | Booked | 90.3% | 3:52 | Upsell | Kayak for 2, Palomino ferry clarified as included. Smooth close… |
…234 conversations
Dock Map — Marina El Conquistador
Available Reserved Occupied
S01
S02
S03
S04
S05
S06
S07
S08
S09
S10
S11
S12
S13
S14
S15
S16
S17
S18
S19
S20
S21
S22
S23
S24
Drop-off Alert
Marina close rate 37% — 12pp below fleet avg — price is the blocker
3 calls this week reached pricing and stalled. Agent needs Scarcity tactic at slip availability stage
Win Pattern
Jet ski tour upsell closes 71% when offered with Palomino Island framing
Bundle framing outperforms standalone tour offer by 2.4x
Opportunity
Kayak/paddleboard rentals never offered proactively — 0% offer rate vs 44% conversion
Est. $1,800/week. Add rental prompt to marina funnel after slip inquiry
Score Trend (30 days)
Mar 1Today
Last Scenario Runs
| Scenario | Outcome | Score | Blame Layer | Date |
|---|---|---|---|---|
| Jet ski tour booking | PASS | 93.8% | — | Mar 29 |
| Palomino island framing | PASS | 91.2% | — | Mar 29 |
| Slip pricing accuracy | FAIL | 58.4% | Knowledge Base | Mar 28 |
| Kayak + snorkel bundle | PASS | 82.1% | — | Mar 28 |
| Saltours partner booking | PASS | 78.4% | — | Mar 27 |
Activity Schedule — Today
| Time | Activity | Guest(s) | Guide | Equipment | Status | Value |
|---|---|---|---|---|---|---|
| 9:00 AM | Jet Ski Tour 45m | Martinez ×2 | Pedro R. | JS-03, JS-07 | Confirmed | $240 |
| 9:30 AM | Snorkel Palomino | Johnson Family ×4 | Ana M. | Gear set ×4 | Departing | $180 |
| 10:00 AM | Kayak 30m | Rodriguez ×2 | Self-guided | KY-02, KY-05 | Confirmed | $80 |
| 10:30 AM | Palomino Ferry | Chen ×3 | — | Ferry (incl.) | Included | $0 |
| 11:00 AM | Jet Ski Tour 30m | Williams | Pedro R. | JS-01 | Pending | $95 |
| 11:30 AM | Paddleboard 45m | Garcia ×2 | Self-guided | PB-03, PB-04 | Confirmed | $90 |
| 2:00 PM | Snorkel Tour | TBD | Ana M. | Gear set ×4 | Open | $0 |
| 2:30 PM | Jet Ski Tour 45m | Lee ×2 | Pedro R. | JS-05, JS-09 | Confirmed | $240 |
| 3:00 PM | Palomino Ferry (last) | — | — | Ferry | Scheduled | — |
Today revenue booked: $925
Open slots (revenue at risk): $240
Palomino ferry: Operational
Jet Ski Fleet
JS-01
JS-02
Maint.
Maint.
JS-03
JS-04
JS-05
Out
Out
JS-06
JS-07
JS-08
JS-09
Out
Out
JS-10
Available: 7 · Out: 2 · Maintenance: 1
Other Equipment Status
| Item | Total | Available | Out | Maintenance |
|---|---|---|---|---|
| Kayaks | 8 | 5 | 2 | 1 |
| Paddleboards | 6 | 4 | 2 | 0 |
| Snorkel Sets | 20 | 12 | 7 | 1 |
| Life Jackets | 30 | 22 | 8 | 0 |
| Bohio Cabanas | 4 | 2 | 2 | 0 |
Current Conditions
82°F
Water Temp
1-2 ft
Wave Height
8 mph
Wind Speed
10+ mi
Visibility
All activities operational. Conditions ideal for all water sports.
Palomino Ferry Schedule
| Departure | Direction | Status | Capacity |
|---|---|---|---|
| 10:00 AM | Resort → Palomino | Departed | 18/24 |
| 11:00 AM | Resort → Palomino | Boarding | 12/24 |
| 12:00 PM | Palomino → Resort | Scheduled | —/24 |
| 1:00 PM | Resort → Palomino | Scheduled | —/24 |
| 2:00 PM | Palomino → Resort | Scheduled | —/24 |
| 3:00 PM | Resort → Palomino | Last ferry | —/24 |
Upsells
Upsell Performance · El Conquistador Resort
Total Offers
747
▲ +12% vs last week
Acceptance Rate
58%
▲ +4% vs last week
Revenue
$48,240
▲ +$4,200 vs last week
Avg Upsell
$64
▲ +$8 vs last week
Top Item
Cart Add-on
60% accept rate
Agent Active|412 calls today|1 in progress
All systems nominal
30-Day Performance Trend
Mar 1Mar 15Mar 29
Win Pattern
Cabana upsell converts 68% when offered post room-confirmation
Best window: immediately after booking stage, before call ends
Drop-off Alert
Beach package declined 41% on price — no scarcity framing active
FlowPilot should trigger "only 2 beachfront cabanas left this weekend"
Opportunity
Romance package never cross-sold to anniversary guests — detected via intent but not offered
Est. $2,100/week. Add anniversary signal to romance package trigger in FlowPilot
Showing 412 conversations · 58% booked · Avg score 92.1% · Avg sentiment 74% positive
| Time | Ch | Type | Agent Route | Intent | Outcome | Score | Sentiment | Duration | Tags | Summary |
|---|---|---|---|---|---|---|---|---|---|---|
| 10:44 AM | 📞 | External | Triage → Upsells | Late Checkout | Booked | 93.8% | 4:12 | FlowPilotUpsell | Late checkout + room upgrade confirmed. Commitment tactic triggered at 2:08… | |
| 10:22 AM | 📞 | External | Triage → Upsells | Cabana Rental | Booked | 91.2% | 3:44 | UpsellFlowPilot | Palomino cabana booked, group of 4. Scarcity framing triggered at 1:30… | |
| 09:58 AM | 📞 | External | Triage → Upsells | Romance Package | Booked | 89.6% | 5:11 | Upsell | Romance package booked. Private dinner, flowers, suite turn-down confirmed… | |
| 09:37 AM | 📞 | External | Triage → Upsells | Early Check-In | Dropped | 71.4% | 2:38 | Early check-in unavailable. Late checkout cross-sell declined. Guest dissatisfied… | ||
| 09:14 AM | 📞 | External | Triage → Upsells | Cart Add-On | Booked | 88.4% | 3:22 | Upsell | Golf cart add-on confirmed with room booking. No objection… |
…412 conversations
| Upsell Item | Offered | Accepted | Rate | Revenue | Trend |
|---|---|---|---|---|---|
| Complimentary Cart | 148 | 89 | 60% | $14,240 | ▲ |
| Lesson Add-on | 67 | 31 | 46% | $7,750 | ▲ |
| Early Check-In | 203 | 144 | 71% | $5,760 | ▼ |
| Late Check-Out | 189 | 122 | 65% | $4,880 | ▲ |
| Room Upgrade | 96 | 42 | 44% | $12,600 | ▲ |
| Palomino Cabana | 44 | 18 | 41% | $3,600 | ▼ |
Win Pattern
Cabana upsell converts 68% when offered post room-confirmation
Best window: immediately after booking stage, before call ends
Drop-off Alert
Beach package declined 41% on price — no scarcity framing active
FlowPilot should trigger "only 2 beachfront cabanas left this weekend"
Opportunity
Romance package never cross-sold to anniversary guests — detected via intent but not offered
Est. $2,100/week. Add anniversary signal to romance package trigger in FlowPilot
Score Trend (30 days)
Mar 1Today
Last Scenario Runs
| Scenario | Outcome | Score | Blame Layer | Date |
|---|---|---|---|---|
| Cabana upsell — scarcity tactic | PASS | 96.8% | — | Mar 29 |
| Late checkout offer timing | PASS | 94.2% | — | Mar 29 |
| Romance package framing | PASS | 91.4% | — | Mar 28 |
| Early check-in unavailability | FAIL | 74.1% | Prompt | Mar 28 |
| Room upgrade close | PASS | 88.3% | — | Mar 27 |
Optimal Offer Window — By Call Minute
When in a call does each upsell offer land best? Bubble size = number of offers. Color = acceptance rate.
Best Offer Windows — Summary
| Upsell | Best Window | Conversion at Best Window | Outside Window | Recommendation |
|---|---|---|---|---|
| Cabana Rental | Min 0-2 (post-room confirm) | 74% | 31% | Offer immediately after room confirmed |
| Late Checkout | Min 2-4 | 71% | 44% | Offer during rate confirmation phase |
| Romance Package | Min 7+ (near close) | 65% | 38% | Offer after main purchase intent confirmed |
| Room Upgrade | Min 4-6 | 44% | 22% | Offer mid-call when room type is being discussed |
Cross-Sell Heat Map — "If guest buys X, they also buy Y at this rate"
| Cabana | Spa Day | Late CO | Golf Cart | Room Upgrade | Romance Pkg | |
|---|---|---|---|---|---|---|
| Room Booking → | 68% | 61% | 65% | 60% | 44% | 41% |
| Spa Booking → | 28% | — | 44% | 18% | 24% | 51% |
| Golf Booking → | 44% | 34% | 28% | — | 19% | 22% |
| Dining Order → | 14% | 21% | 42% | 8% | 11% | 38% |
Darker green = higher cross-sell rate. Top opportunity: Room Booking → Spa Day at 61% likelihood but only 22% offer rate.
Upsell Funnel — Stage Drop Analysis
| Stage | Volume | Drop Rate | Top Exit Reason | FlowPilot Active | Recovery Rate |
|---|---|---|---|---|---|
| Offer Triggered | 1,247 | — | — | Yes | — |
| Guest Engaged | 891 | 29% | No response / rushed | Yes | 41% |
| Considering | 634 | 29% | "Let me think" | Yes | 72% |
| Objection Raised | 312 | 51% | Price / not relevant | Yes | 74% |
| Accepted | 489 | — | — | — | — |
Tables
Table Reservations · El Conquistador Resort
Calls
341
▲ +5% vs last week
Reservations
287
▲ +8% vs last week
Occasion Detection
74%
▲ +3% vs last week
Total Covers
1,247
▲ +88 vs last week
Cancellation Rate
4.2%
▼ -0.8% vs last week
Agent Active|287 calls today|0 in progress
All systems nominal
30-Day Performance Trend
Mar 1Mar 15Mar 29
Win Pattern
Sunset dinner seating books 2x faster when availability is cited
"Table by the window at 7pm fills by noon" — closes 79% of hesitant guests
Drop-off Alert
Private dining inquiry drops at pricing — no value framing active
FlowPilot should trigger social proof: "Popular for anniversaries and business dinners"
Opportunity
Post-spa cross-sell to dinner reservation offered only 11% of the time
Est. $1,600/week. Add dinner prompt after spa booking confirmation
Showing 287 conversations · 71% booked · Avg score 93.5% · Avg sentiment 81% positive
| Time | Ch | Type | Agent Route | Intent | Outcome | Score | Sentiment | Duration | Tags | Summary |
|---|---|---|---|---|---|---|---|---|---|---|
| 10:41 AM | 📞 | External | Triage → Tables | Dinner Reservation | Booked | 94.8% | 4:12 | FlowPilotUpsell | Anniversary dinner at Stingray. Window table 7PM, scarcity close at 2:14… | |
| 10:18 AM | 📞 | External | Triage → Tables | Dinner Reservation | Booked | 92.3% | 5:02 | Birthday dinner, 6 guests, one gluten-free. 7:30 PM confirmed… | ||
| 09:55 AM | 📞 | External | Triage → Tables | Lunch Reservation | Booked | 90.1% | 3:18 | Lunch for 2, Stingray terrace. 12:30 PM confirmed… | ||
| 09:34 AM | 📞 | External | Triage → Tables | Private Dining | Transferred | 74.2% | 4:44 | Error Flagged | Private dining for 12, pricing uncertain. Transferred to F&B manager… | |
| 09:12 AM | 📞 | External | Triage → Tables | Dinner Reservation | Booked | 96.1% | 5:34 | Upsell | Honeymoon dinner confirmed. Champagne + roses add-on accepted… |
…287 conversations
Today's Reservations
| Time | Guest | Party | Occasion | Dietary | Status |
|---|---|---|---|---|---|
| 6:00 PM | Martinez, L. | 2 | Anniversary | Vegetarian | Confirmed |
| 6:30 PM | Johnson Family | 5 | — | Nut allergy | Confirmed |
| 7:00 PM | Rodriguez, M. | 2 | Birthday | — | Confirmed |
| 7:30 PM | Chen, W. +3 | 4 | — | Gluten free | Pending |
| 8:00 PM | Williams, B. | 6 | Honeymoon | — | Confirmed |
Win Pattern
Sunset dinner seating books 2x faster when availability is cited
"Table by the window at 7pm fills by noon" — closes 79% of hesitant guests
Drop-off Alert
Private dining inquiry drops at pricing — no value framing active
FlowPilot should trigger social proof: "Popular for anniversaries and business dinners"
Opportunity
Post-spa cross-sell to dinner reservation offered only 11% of the time
Est. $1,600/week. Add dinner prompt after spa booking confirmation
Score Trend (30 days)
Mar 1Today
Last Scenario Runs
| Scenario | Outcome | Score | Blame Layer | Date |
|---|---|---|---|---|
| Anniversary dinner scarcity close | PASS | 97.1% | — | Mar 29 |
| Occasion detection (birthday) | PASS | 94.8% | — | Mar 29 |
| Private dining pricing query | FAIL | 71.2% | Knowledge Base | Mar 28 |
| Dietary restriction capture | PASS | 93.1% | — | Mar 28 |
| Dinner cross-sell after spa | PASS | 81.4% | — | Mar 27 |
Tonight's Floor — Stingray Restaurant
Available
Reserved
Seated
Occasion
◈ OCEAN VIEW TERRACE
T01
2 pax
7:00 PM
T02
2 pax
7:30 🎂
T03
4 pax
Open
T04
2 pax
Seated
T05
2 pax
7:00 💍
◈ MAIN DINING ROOM
T06
5 pax
Seated
T07
4 pax
6:30 PM
T08
4 pax
Open
T09
6 pax
8:00 PM
T10
2 pax
Open
T11
6 pax
7:30 🥂
Tonight's Occasions — Special Handling Required
| Table | Guest | Occasion | Party | Upsell Offered | Upsell Accepted | Staff Notes |
|---|---|---|---|---|---|---|
| T02 | Rodriguez, M. | 🎂 Birthday | 2 | Cake + champagne | Yes — $85 | Chocolate cake requested |
| T05 | Williams, B. | 💍 Honeymoon | 2 | Champagne + roses | Yes — $120 | Window table, quiet section |
| T11 | Martinez, A. | 🥂 Anniversary | 6 | Dessert platter | Pending | Guest celebrating 25 years |
3 occasion guests tonight. AI detected anniversary/honeymoon signals during booking calls. Upsells pre-loaded. Staff briefed. Est. additional revenue: $205.
Dining
In-Room Dining · El Conquistador Resort
Orders
512
▲ +9% vs last week
Avg Order Value
$62
▲ +$7 vs last week
Upsell Rate
48%
▲ +6% vs last week
Avg Delivery ETA
22 min
▼ -3 min vs last week
Repeat Rate
31%
▲ +4% vs last week
Agent Active|1203 calls today|4 in progress
All systems nominal
30-Day Performance Trend
Mar 1Mar 15Mar 29
Win Pattern
Premium breakfast upsell converts 74% when framed as "room service plus"
"Includes fresh-squeezed juice and pastries delivered hot" — closes 2x vs standard offer
Drop-off Alert
Late-night orders drop 22% at confirmation — delivery ETA not cited
State "delivered to your door in 25 minutes" proactively to reduce drop-off
Opportunity
Wine pairing never offered — 0% offer rate on dinner orders
Est. $800/week. Add sommelier recommendation prompt after dinner main selection
Showing 1,203 conversations · 81% booked · Avg score 95.1% · Avg sentiment 88% positive
| Time | Ch | Type | Agent Route | Intent | Outcome | Score | Sentiment | Duration | Tags | Summary |
|---|---|---|---|---|---|---|---|---|---|---|
| 10:48 AM | 📞 | External | Triage → Dining | Breakfast Order | Booked | 96.2% | 3:12 | FlowPilotUpsell | Premium breakfast for 2, fresh OJ, pastries. Wine pairing added at 1:44… | |
| 10:22 AM | 📞 | External | Triage → Dining | Lunch Order | Booked | 92.4% | 2:44 | Club sandwich + fries, Room 219. Delivered confirmed ETA 22 min… | ||
| 09:55 AM | 📞 | External | Triage → Dining | Dinner Order | Booked | 97.1% | 4:08 | Upsell | Lobster dinner + wine pairing, Room 118. $240 order confirmed… | |
| 09:34 AM | 📞 | External | Triage → Dining | Breakfast Order | Booked | 88.3% | 2:18 | Continental breakfast, Room 407. Premium upsell offered, declined… | ||
| 09:08 AM | 📞 | External | Triage → Dining | Late Night | Booked | 91.8% | 2:52 | FlowPilot | Cheese + charcuterie board, Room 508. ETA 25 min stated proactively… |
…1,203 conversations
Received 3
Room 412
Breakfast for 2, OJ, coffee — $68
Room 219
Club sandwich + fries — $34
Room 508
Champagne + fruit — $89
Preparing 2
Room 315
Eggs Benedict, mimosas — $72
Room 601
Kids menu + juice — $28
Out for Delivery 1
Room 118
Lobster dinner for 2 — $240
Delivered 2
Room 407
Continental breakfast — $45
Room 223
Room service dinner — $128
Win Pattern
Premium breakfast upsell converts 74% when framed as "room service plus"
"Includes fresh-squeezed juice and pastries delivered hot" — closes 2x vs standard offer
Drop-off Alert
Late-night orders drop 22% at confirmation — delivery ETA not cited
State "delivered to your door in 25 minutes" proactively to reduce drop-off
Opportunity
Wine pairing never offered — 0% offer rate on dinner orders
Est. $800/week. Add sommelier recommendation prompt after dinner main selection
Score Trend (30 days)
Mar 1Today
Last Scenario Runs
| Scenario | Outcome | Score | Blame Layer | Date |
|---|---|---|---|---|
| Premium breakfast upsell | PASS | 98.1% | — | Mar 29 |
| Late night ETA framing | PASS | 96.4% | — | Mar 29 |
| Wine pairing offer trigger | FAIL | 0.0% | Prompt | Mar 28 |
| Lobster dinner + pairing | PASS | 94.2% | — | Mar 28 |
| Repeat order recognition | PASS | 91.8% | — | Mar 27 |
Active Deliveries — Live Tracker
| Ticket | Room | Order | Status | Ordered | ETA | Value |
|---|---|---|---|---|---|---|
| D-0118 | 412 | Breakfast for 2, OJ, coffee | Preparing | 10:28 AM | ~8 min | $68 |
| D-0117 | 219 | Club sandwich + fries | Out for delivery | 10:22 AM | ~2 min | $34 |
| D-0116 | 508 | Champagne + fruit platter | Preparing | 10:19 AM | ~12 min | $89 |
| D-0115 | 118 | Lobster dinner for 2 + wine | Delivered ✓ | 10:02 AM | On time | $280 |
Order Volume by Hour — Today vs 7-Day Avg
7AM
8AM
9AM
10AM
12PM
2PM
6PM
7PM
8PM
10PM
7-day avg
Today
Peak: 9AM breakfast rush · 7-8PM dinner rush
Events
Events & Banquets · El Conquistador Resort
Inquiries
47
▲ +3 vs last week
Qualified
18
neutral
Proposals Sent
12
neutral
Close Rate
44%
▲ +5% vs last week
Pipeline Value
$284,000
▲ +$42k vs last week
Agent Active|94 calls today|0 in progress
All systems nominal
30-Day Performance Trend
Mar 1Mar 15Mar 29
Win Pattern
Ballroom packages close 3x faster when A/V and catering bundled
Bundled proposal closes at 62% vs 21% for room-only quote
Drop-off Alert
44% of corporate event inquiries stall after first quote
FlowPilot should trigger Commitment: "Shall I hold the date while you review the proposal?"
Opportunity
Wedding inquiries not cross-sold to spa bridal packages
Est. $4,800/week. Add bridal spa prompt after ceremony package discussion
Showing 94 conversations · 44% booked · Avg score 90.2% · Avg sentiment 71% positive
| Time | Ch | Type | Agent Route | Intent | Outcome | Score | Sentiment | Duration | Tags | Summary |
|---|---|---|---|---|---|---|---|---|---|---|
| 10:38 AM | 📞 | External | Triage → Events | Corporate Event | Proposal Sent | 88.4% | 12:22 | FlowPilot | Tech Summit 2026 qualified. $42K proposal sent with A/V and catering bundle… | |
| 10:12 AM | 📞 | External | Triage → Events | Wedding | Booked | 94.2% | 8:14 | Sanchez wedding Aug 12, 220 guests. Contract confirmed, $68K… | ||
| 09:48 AM | 📞 | External | Triage → Events | Social Event | Qualified | 81.3% | 7:04 | Quinceañera inquiry, Mar 30, 120 guests. Site visit Mar 31 confirmed… | ||
| 09:22 AM | 📞 | External | Triage → Events | Corporate Event | Transferred | 71.2% | 5:44 | Error Flagged | IBM corporate dinner. A/V spec unclear, transferred to events manager… | |
| 09:04 AM | 📞 | External | Triage → Events | Gala | Contract | 91.7% | 9:32 | PRCC Annual Gala July 4, 300 guests. In contract review… |
…94 conversations
Inquiry 2
Johnson Wedding
Apr 15 · 180 guests
Corp Retreat — IBM
May 3 · 40 pax
Qualified 1
Rodriguez Quinceañera
Mar 30 · 120 guests
Proposal 1
Tech Summit 2026
Jun 8 · 250 pax · $42k
Contract 1
Annual Gala — PRCC
Jul 4 · 300 guests
Confirmed 1
Sanchez Wedding
Aug 12 · 220 guests · $68k
Win Pattern
Ballroom packages close 3x faster when A/V and catering bundled
Bundled proposal closes at 62% vs 21% for room-only quote
Drop-off Alert
44% of corporate event inquiries stall after first quote
FlowPilot should trigger Commitment: "Shall I hold the date while you review the proposal?"
Opportunity
Wedding inquiries not cross-sold to spa bridal packages
Est. $4,800/week. Add bridal spa prompt after ceremony package discussion
Score Trend (30 days)
Mar 1Today
Last Scenario Runs
| Scenario | Outcome | Score | Blame Layer | Date |
|---|---|---|---|---|
| Wedding bundled proposal | PASS | 94.1% | — | Mar 29 |
| Corporate event qualification | PASS | 91.2% | — | Mar 29 |
| Corporate stall commitment tactic | FAIL | 62.4% | Prompt | Mar 28 |
| Bridal spa cross-sell | FAIL | 48.1% | Prompt | Mar 28 |
| A/V bundling close | PASS | 88.4% | — | Mar 27 |
Event Calendar — Next 90 Days
| Date | Event | Type | Venue | Guest Count | Value | Status |
|---|---|---|---|---|---|---|
| Mar 30 | Rodriguez Quinceañera | Social | Grand Ballroom | 120 | $28,000 | Confirmed |
| Apr 3 | IBM Corp Retreat | Corporate | Palma A + B | 40 | $14,200 | Confirmed |
| Apr 15 | Johnson Wedding | Wedding | Garden Terrace | 180 | $52,000 | Confirmed |
| May 3 | Corp Retreat — IBM | Corporate | Palma C | 40 | $9,800 | Pending deposit |
| Jun 8 | Tech Summit 2026 | Conference | Convention Center | 250 | $42,000 | Proposal sent |
| Jul 4 | PRCC Annual Gala | Gala | Grand Ballroom | 300 | $78,000 | Contract signed |
| Aug 12 | Sanchez Wedding | Wedding | Garden + Ballroom | 220 | $68,000 | Fully confirmed |
Confirmed pipeline: $291,000
Pending: $9,800
Proposals out: $42,000
Venue Allocation
Grand Ballroom Cap: 400
75% booked next 90 days · Next available: Apr 22
Mar 30 — Quinceañera
Garden Terrace Cap: 200
55% booked next 90 days · Several open dates
Apr 15 — Johnson Wedding
Palma Rooms A-C Cap: 80 each
40% booked · Good corporate availability
Apr 3 — IBM
Convention Center Cap: 500
Mostly open · Ideal for large conferences
Jun 8 — Tech Summit
Active Proposals
| Event | Contact | Sent | Status | Value | Follow-Up | Action |
|---|---|---|---|---|---|---|
| Tech Summit 2026 | Sarah Chen, IBM | Mar 25 | Viewed ×3 | $42,000 | Due today | |
| Johnson Wedding | Mark Johnson | Mar 20 | Accepted | $52,000 | Contract pending | |
| Wilson Corp Dinner | Tom Wilson | Mar 18 | Not opened | $8,400 | Overdue 5d |
Valet
Valet & Parking · El Conquistador Resort
Requests
128
▲ +11 vs yesterday
Avg Retrieval
8.3 min
▼ -1.2 min vs yesterday
Vehicles Active
34
current count
Incidents
0
▼ vs 1 yesterday
Guest Rating
4.8/5
▲ +0.1 vs last week
Agent Active|341 calls today|2 in progress
All systems nominal
30-Day Performance Trend
Mar 1Mar 15Mar 29
Win Pattern
Premium valet with car wash converts 81% when mentioned proactively
Offer rate at 34%, conversion rate 81% — significant gap. Push offer rate to 80%+
Drop-off Alert
No upsell ever offered on standard valet — flat $0 revenue add per call
Add "shall I add complimentary wash?" to every valet interaction
Opportunity
Shuttle service to golf course never offered to valet guests
Est. $600/week. Add shuttle prompt when vehicle is from resort check-in
Showing 341 conversations · 34% booked · Avg score 87.6% · Avg sentiment 69% positive
| Time | Ch | Type | Agent Route | Intent | Outcome | Score | Sentiment | Duration | Tags | Summary |
|---|---|---|---|---|---|---|---|---|---|---|
| 10:42 AM | 📞 | Internal | Valet | Retrieval | In Progress | 94.8% | 1:12 | Tesla S retrieval, Level B Spot 12. ETA 4 min. Premium wash offered, declined… | ||
| 10:28 AM | 📞 | Internal | Valet | Retrieval + Upsell | Booked | 96.2% | 1:44 | Upsell | BMW X5 retrieval + premium wash accepted. FlowPilot prompted wash offer… | |
| 10:08 AM | 📞 | Internal | Valet | Park + Shuttle | Booked | 92.3% | 2:08 | Upsell | Mercedes parked, shuttle to golf pro shop booked for 8AM… | |
| 09:44 AM | 📞 | Internal | Valet | Retrieval | Resolved | 91.1% | 0:58 | Guest checkout, vehicle retrieved. No upsell window… | ||
| 09:18 AM | 📞 | External | Triage → Valet | Parking Inquiry | Booked | 89.4% | 1:34 | Oversized SUV parking confirmed, Level A dedicated bay available… |
…341 conversations
Vehicle Queue
| Ticket | Guest | Vehicle | Location | Status | Requested | ETA |
|---|---|---|---|---|---|---|
| V-0441 | Martinez | Black Tesla S | Level B, Spot 12 | Retrieving | 10:38 AM | ~4 min |
| V-0442 | Johnson | White BMW X5 | Level A, Spot 7 | Ready | 10:41 AM | Ready |
| V-0443 | Rodriguez | Silver Mercedes | Level B, Spot 34 | Parked | 8:22 AM | — |
Win Pattern
Premium valet with car wash converts 81% when mentioned proactively
Offer rate at 34%, conversion rate 81% — significant gap. Push offer rate to 80%+
Drop-off Alert
No upsell ever offered on standard valet — flat $0 revenue add per call
Add "shall I add complimentary wash?" to every valet interaction
Opportunity
Shuttle service to golf course never offered to valet guests
Est. $600/week. Add shuttle prompt when vehicle is from resort check-in
Score Trend (30 days)
Mar 1Today
Last Scenario Runs
| Scenario | Outcome | Score | Blame Layer | Date |
|---|---|---|---|---|
| Standard retrieval flow | PASS | 97.2% | — | Mar 29 |
| Premium wash upsell offer | FAIL | 34.0% | Prompt | Mar 29 |
| Shuttle cross-sell | PASS | 88.4% | — | Mar 28 |
| Oversized vehicle handling | PASS | 91.1% | — | Mar 28 |
| Departure timing flow | PASS | 82.4% | — | Mar 27 |
Lot Map — Current Occupancy
Open
Occupied
Retrieving
LEVEL A
A01
A02
A03
A04
A05
A06
A07
A08
A09
A10
A11
A12
A13
A14
A15
A16
A17
A18
A19
A20
LEVEL B
B01
B02
B03
B04
B05
B06
B07
B08
B09
B10
B11
B12
B13
B14
B15
Total spots: 35
Occupied: 25 (71%)
Open: 8 (23%)
Retrieving: 2 (6%)
Service Log — Today
| Ticket | Guest | Service | Completed | Revenue |
|---|---|---|---|---|
| V-0438 | Martinez | Premium Wash + Wax | 9:14 AM | $65 |
| V-0435 | Johnson | Standard Retrieval | 9:02 AM | — |
| V-0431 | Rodriguez | Interior Detail | 8:44 AM | $45 |
| V-0428 | Chen | Exterior Wash | 8:22 AM | $35 |
| V-0424 | Williams | Premium Wash + Shuttle | 8:05 AM | $80 |
Revenue Summary — Today
| Service Type | Count | Revenue |
|---|---|---|
| Premium Wash + Wax | 4 | $260 |
| Exterior Wash | 6 | $210 |
| Interior Detail | 2 | $90 |
| Shuttle to Golf | 3 | $75 |
| Standard Retrieval | 19 | $0 |
| Total | 34 | $635 |
Incident Log
| Date | Ticket | Vehicle | Type | Severity | Status | Resolution |
|---|---|---|---|---|---|---|
| Mar 28 | V-0391 | Black BMW 3 | Minor scratch | Low | Resolved | Paint touch-up, guest comp'd dinner |
| Mar 22 | V-0344 | Silver Honda CR-V | Item left in car | Info | Resolved | Item returned to guest |
| No other incidents in last 30 days. Zero-incident streak: 7 days. | ||||||
Guest Services
Guest Services & Requests · El Conquistador Resort
Requests
89
▲ +7 vs yesterday
Avg Response
4.2 min
▼ -1.1 min vs yesterday
Avg Resolution
28 min
▼ -5 min vs yesterday
1st Contact Res.
68%
▲ +3% vs yesterday
Repeat Requests
12%
▼ -2% vs yesterday
Agent Active|1891 calls today|5 in progress
⚠ Room 508: AC issue 1.5h open — review risk
30-Day Performance Trend
Mar 1Mar 15Mar 29
Win Pattern
Proactive amenity suggestions convert 44% — guests do not know what is available
"Shall I book a towel service at the pool for you?" — 44% add-on rate when offered
Drop-off Alert
Noise complaints resolved 72% first-call — 28% require escalation
Add verification step: "I will connect you with security to follow up" reduces repeat calls
Opportunity
Late checkout upgrade never offered on service calls — high receptivity window
Est. $1,200/week. Add late checkout offer when guests call day-before departure
Showing 1,891 conversations · 72% booked · Avg score 91.4% · Avg sentiment 76% positive
| Time | Ch | Type | Agent Route | Intent | Outcome | Score | Sentiment | Duration | Tags | Summary |
|---|---|---|---|---|---|---|---|---|---|---|
| 10:48 AM | 📞 | Internal | Triage → Guest Services | Maintenance | Resolved | 94.1% | 2:02 | HVAC noise complaint Room 412. Engineering dispatched, resolved in 18 min… | ||
| 10:32 AM | 📞 | External | Triage → Guest Services | Amenity Request | Booked | 96.4% | 3:14 | UpsellFlowPilot | Guest asked about pool hours. Towel service + late checkout both offered and accepted… | |
| 10:14 AM | 📞 | Internal | Triage → Guest Services | Housekeeping | Resolved | 91.2% | 1:28 | Extra pillows x2, Room 601. Housekeeping dispatched within 5 min… | ||
| 09:54 AM | 📞 | External | Triage → Guest Services | Noise Complaint | Transferred | 78.4% | 3:42 | Error Flagged | Noise complaint from 508. Security notified. Verification step missing… | |
| 09:28 AM | 📞 | External | Triage → Guest Services | Amenity Request | Resolved | 93.8% | 1:54 | Infant crib delivered Room 407. 20 min response. Guest left positive note… |
…1,891 conversations
New 2
Room 412 — HVAC
Reported 10 min ago
Room 219 — Towels
Requested 5 min ago
Assigned 2
Room 315 — Fridge
Maintenance en route
Room 601 — Extra pillows
Housekeeping dispatched
In Progress 1
Room 508 — AC noise
Technician on site since 9:30
Resolved 2
Room 118 — Iron
Resolved 10:02 AM
Room 407 — Crib
Resolved 9:45 AM
Room Health Overview
101
102
103
104
105
106
107
108
109
110
111
112
113
114
115
116
117
118
119
120
121
122
123
124
Win Pattern
Proactive amenity suggestions convert 44% — guests do not know what is available
"Shall I book a towel service at the pool for you?" — 44% add-on rate when offered
Drop-off Alert
Noise complaints resolved 72% first-call — 28% require escalation
Add verification step: "I will connect you with security to follow up" reduces repeat calls
Opportunity
Late checkout upgrade never offered on service calls — high receptivity window
Est. $1,200/week. Add late checkout offer when guests call day-before departure
Score Trend (30 days)
Mar 1Today
Last Scenario Runs
| Scenario | Outcome | Score | Blame Layer | Date |
|---|---|---|---|---|
| Proactive amenity offer | PASS | 96.8% | — | Mar 29 |
| Maintenance dispatch flow | PASS | 94.2% | — | Mar 29 |
| Noise complaint verification step | FAIL | 72.1% | Prompt | Mar 28 |
| Late checkout upsell window | PASS | 91.4% | — | Mar 28 |
| Crib / baby equipment request | PASS | 88.7% | — | Mar 27 |
Active Escalations
| Room | Issue | Open Since | Severity | Owner | Updates | Action |
|---|---|---|---|---|---|---|
| 508 | AC noise — ongoing after maintenance | 9:30 AM (1.5h) | High | Engineering | Technician on site | |
| 412 | HVAC unit not responding | 10:28 AM (22m) | Medium | Engineering | Dispatched | |
| 119 | Plumbing — slow drain | Yesterday | Medium | Maintenance | Parts ordered |
Room 508 at risk: Guest in 508 has been dealing with AC noise for 1.5 hours. Departure tomorrow. High review risk — suggest proactive comp offer (late checkout or F&B credit) before escalation worsens.
Recurring Issues — Last 30 Days
| Issue Type | Occurrences | Avg Resolution | Rooms Affected | Trend |
|---|---|---|---|---|
| HVAC / AC | 14 | 1.8h | 412, 508, 319, 220 | ▲ +4 this week |
| Slow drain / plumbing | 8 | 4.2h | 119, 204, 317 | → flat |
| Light bulb / electrical | 11 | 0.4h | Various | ▼ -2 |
| Noise complaint | 6 | 0.8h | Various | → flat |
| Minibar restock | 22 | 0.3h | Various | ▼ (normal) |
HVAC Alert — Systemic Issue Detected
14 HVAC issues in 30 days
Floor 4 wing A has 6 of 14 incidents — likely system-level issue, not individual unit failures.
Recommended action: Schedule full HVAC inspection of Floor 4A. Estimated 2h downtime per unit. Coordinate with engineering this week to avoid high-occupancy weekend.
Guest Profiles
4,812 guests · El Conquistador Resort
| Name | Phone | Status | Intel Score | Last Call | Ch | Lifetime Value |
|---|---|---|---|---|---|---|
| Rodriguez, Maria | 787-555-0142 | VIP | Mar 29 | 📞 | $12,840 | |
| Martínez, Carlos | 787-555-0287 | Known | Mar 28 | 📞 | $4,200 | |
| Johnson, William | 787-555-0391 | VIP | Mar 27 | 📞 | $9,600 | |
| Chen, Wei | 787-555-0156 | Known | Mar 26 | 📞 | $2,800 | |
| Williams, Beatrice | 787-555-0412 | VIP | Mar 25 | 📞 | $14,200 | |
| Thompson, James | 787-555-0534 | Known | Mar 24 | 📞 | $1,400 | |
| García, Ana | 787-555-0678 | Known | Mar 23 | 📞 | $980 | |
| Brown, David | 787-555-0789 | Anonymous | Mar 22 | 📞 | — | |
| Rivera, Luis | 787-555-0823 | VIP | Mar 21 | 📞 | $6,400 | |
| Davis, Patricia | 787-555-0945 | Known | Mar 20 | 📞 | $3,100 |
Showing 1–10 of 4,812
MR
Maria RodriguezVIPEN
8 calls · 3 stays · 12 detected signals · Last contact Mar 29, 2026
Lifetime Value
$12,840
Psychological Profile
Trait Callouts
Experience Buyer
Upgraded 3/3 times offered. Never asks price first.
Deeply Loyal
Returns annually. 3 stays in 18 months unprompted.
Intimate Traveler
"Just us two" language in 5 of 8 calls. Private experiences win.
Deliberate Decider
Books on second call 100% of the time. Don't push on first.
Signal Cards 12 detected signals · scroll to see all
Sailboat Owner
Mentioned 38ft vessel with deep draft across 2 stays. Asked about marina slips 3 times. Has never booked a slip.
→ Offer marina package on next contact
Experience Buyer
Never asks price first. Upgraded to suite 3 of 3 times offered. Avg enhancement spend $340/stay. Responds to specificity.
→ Lead with experience, never with value or discount
Anniversary Traveler
Books every June. Said "our anniversary" twice across stays. Response rate triples with "romantic" or "private" framing.
→ Contact proactively in May every year
Morning Person
All bookings are morning-biased — 7:15 AM golf, 9 AM spa. Never books afternoon or evening slots. ETA preference early.
→ Lead with morning options first
Travels as Couple
"Just the two of us" in 5 of 8 calls. No children mentioned. Prefers intimate settings, private dining, couples treatments.
→ Always frame as couples experience
The Buying Code
What Opens Her Up
"Exclusive" and "private" increase engagement 3×. Responds to specificity — "a table on the terrace overlooking the water" outperforms "a table for two."
What Closes the Deal
Books on the second call, 100% of the time. Don't push on first call — she's researching. On second contact, she's decided. Confirm and close cleanly.
What Kills It
Generic package names never land. "Romance Package" = nothing. "Private sunset dinner on the terrace with champagne arrival" = booked. Specificity is everything.
Best Time to Reach
Tuesdays 10–11 AM. Response rate 4× baseline. Never Friday afternoons — 0 responses across 6 attempts. Morning calls only.
The Journey
Jun 2024 · 5 nights
✓ Suite upgrade · Golf (×2) · Spa
✗ Marina slip not offered
Jan 2025 · 3 nights
✓ Room upgrade · Spa
✗ Asked about marina, not followed up
Jun 2025 · 4 nights
✓ Suite · Golf · Spa · Couples dinner
✗ Marina still not offered — opportunity
Interaction History
Showing 1,247 of 8,903 conversations · 68% booked · Avg score 94.2% · Avg sentiment 81% positive
| Time | Ch | Type | Agent Route | Intent | Outcome | Score | Sentiment | Duration | Tags | Summary |
|---|---|---|---|---|---|---|---|---|---|---|
| 10:41 AM | 📞 | External | Triage → Golf | Room Booking | Booked | 94.2% | 8:42 | FlowPilotUpsell | Triage routed to Golf, closed 4-night stay with cart add-on. FlowPilot engaged scarcity at 2:14, rec… | |
| 10:29 AM | 📞 | External | Triage → Spa | Spa Booking | Booked | 91.0% | 6:15 | Upsell | Booked couples massage with aromatherapy add-on. No objections. Smooth routing from Triage.… | |
| 10:18 AM | 📞 | Internal | Triage | Housekeeping | Resolved | 88.5% | 2:03 | Housekeeping request handled directly. Routed to floor manager. First-call resolution.… | ||
| 10:02 AM | 📞 | External | Triage → Marina | Marina / Water | Transferred | 72.1% | 4:31 | Error Flagged | Marina booking attempted. Agent cited incorrect slip pricing. Transferred to human. Deduction: wrong… | |
| 09:48 AM | 📞 | External | Triage → Dining | In-Room Dining | Booked | 95.3% | 3:12 | FlowPilot | In-room breakfast order placed. Upsell from standard to premium accepted. Excellent close.… | |
| 09:31 AM | 📞 | External | Triage | General Info | Resolved | 90.0% | 1:44 | General amenity question. Accurate response about Coqui Water Park hours and Palomino ferry.… | ||
| 09:15 AM | 📞 | External | Triage → Golf | Room Booking | Dropped | 68.3% | 5:22 | FlowPilot | Reached payment stage, guest said "let me check dates" and dropped. FlowPilot recovery attempted but… | |
| 08:57 AM | 📞 | Internal | Triage | Engineering | Resolved | 85.7% | 1:58 | Engineering call about HVAC unit in room 412. Routed correctly to maintenance.… |
…8,903 conversations
Sentiment Trajectory
Call Heatmap — When She Calls
| Mon | Tue | Wed | Thu | Fri | Sat | Sun | |
|---|---|---|---|---|---|---|---|
| AM | |||||||
| Mid | |||||||
| PM |
What We Got Wrong
| Date | Issue | Resolution |
|---|---|---|
| Jan 2025 | Marina interest detected, not followed up | No resolution — still open opportunity |
| Jun 2024 | AI quoted incorrect spa pricing | Corrected manually, comp offered |
Similar Guests 12 matching profiles
High Experience Seeking · Price-Agnostic · Loyal · Couples traveler
Campaigns
Active Campaigns
3
Currently running
Sent This Month
847
▲ +12% vs last month
Avg Open Rate
34%
▲ +4% vs last month
Conversions
28
▲ +7 vs last month
| Campaign | Type | Status | Sent | Open Rate | Conversions | Revenue | Created |
|---|---|---|---|---|---|---|---|
| Anniversary Outreach — June | SMS | Active | 124 | 41% | 18 | $12,400 | Mar 15 |
| Spa Re-engagement | SMS | Paused | 287 | 29% | 6 | $3,240 | Mar 10 |
| Golf Season Launch | SMS | Active | 436 | 38% | 4 | $1,800 | Mar 20 |
| Win-back — 2024 Guests | SMS | Draft | 0 | — | — | — | Mar 28 |
Escalations
Open
3
Requires attention
In Progress
2
Being handled
Resolved Today
8
▲ vs 5 yesterday
Avg Resolution Time
18 min
▼ -4 min vs last week
| Time | Guest | Channel | Agent Route | Reason | Status | Assigned To | Duration |
|---|---|---|---|---|---|---|---|
| 10:02 AM | Carlos Mendoza | 📞 | Triage → Marina | Wrong rate quoted — $180 vs $220 | Open | Unassigned | 44 min |
| 9:15 AM | B. Williams | 📞 | Triage → Front Desk | Noise complaint — escalated from AI | Open | Unassigned | 87 min |
| 8:44 AM | J. Thompson | 📞 | Triage → Spa | Booking conflict — double-booked | In Progress | Maria L. | 23 min |
| 8:12 AM | W. Johnson | 📞 | Triage → Golf | Tee time unavailable after confirmation | In Progress | Carlos R. | 55 min |
| 7:30 AM | Anonymous | 📞 | Triage | AI unable to answer medical question | Resolved | Dr. R. | 8 min |
Reports
Weekly Performance Summary
Calls handled, quality scores, revenue attribution, FlowPilot performance, and routing accuracy — all in one weekly digest.
Last generated 2 days ago
Monthly Revenue Report
Full breakdown of AI-attributed revenue by domain, agent, and time period. Board-ready format.
Last generated Mar 1, 2026
FlowPilot Effectiveness
Tactic performance, drift detection accuracy, recovery rates, and ROI per intervention type.
Last generated 5 days ago
Quality Trend Analysis
30-day quality score trend with 15-dimension breakdown. Highlights improvement areas by category.
Last generated 1 week ago
Guest Intelligence Summary
Profile completeness, signal density, VIP coverage, and behavioral pattern distribution across your guest base.
Never generated
Custom Report
Select metrics, date ranges, properties, and domains. Export to PDF or CSV for board packages.
Configure to get started
Configuration
Active Agent Configuration
Triage
Score: 91.4%
Golf
Score: 94.2%
Spa
Score: 91.0%
Marina
Score: 72.1% ⚠
Upsells
Score: 88.5%
Tables
Score: 90.2%
Dining
Score: 95.3%
Events
Not yet configured
Valet
Score: 92.1%
Guest Services
Score: 87.4%
Knowledge Base — El Conquistador
| Topic | Answer (preview) | Last Updated | By | |
|---|---|---|---|---|
| Coqui Water Park hours | Open daily 10 AM – 5 PM. Included for all hotel guests. Cabana rentals available… | Mar 28 | Staff | |
| Palomino Ferry schedule | Hourly departures 10 AM – 3 PM from main dock. Included for guests. Last return… | Mar 25 | Staff | |
| Spa treatment menu | Swedish Massage from $95/60 min. Deep Tissue from $110. Couples from $190… | Mar 20 | AI | |
| Marina slip rates ⚠ | Daily rate $180 (flagged — possible outdated, current rate may be $220… | Feb 14 | Staff | |
| Golf tee time pricing | 18-hole round from $220 with cart included. Morning rates 7–9 AM premium… | Mar 15 | Staff |
FlowPilot Thresholds
Drift detection sensitivity, auto-inject thresholds, and tactic priority order — configuration coming soon.
General Settings
Property details, timezone, notification preferences — coming soon.
Integrations
PMS Integration
Connect your Property Management System to enable arrival data in Guest Profiles and pre-arrival briefings. Supports Opera, Maestro, Mews, and Cloudbeds.
Whistle Guest Messaging
Connected · Last sync 2 minutes ago. Guest request tickets flowing to Guest Services queue.
LiveKit Voice Pipeline
Connected · 4 active agents · Avg latency 180ms · 100% uptime last 30 days. Custom voice pipeline powering all agent calls.
FlowStay Go
Active · FlowVue visuals syncing to guest app in real time. 287 sessions this month.
SMS via Twilio
Coming soon — inbound and outbound SMS with the same AI agent fleet. Schema already channel-aware.
Coming SoonWhatsApp Business API
Coming soon — rich media messaging, FlowVue carousels, and the same booking intelligence over WhatsApp.
Coming SoonStaff & Permissions
| Name | Role | Property Access | Last Active | ||
|---|---|---|---|---|---|
| Sofia Reyes | sofia@elconresort.com | GM | All Properties | 10:43 AM today | |
| Marco Vega | marco@elconresort.com | Supervisor | El Conquistador | 10:38 AM today | |
| Isabel Torres | isabel@elconresort.com | Front Desk | El Conquistador | 9:55 AM today | |
| Rafael Cruz | rafael@elconresort.com | Front Desk | Las Casitas | Yesterday 4:12 PM | |
| Camila Santos | camila@elconresort.com | View Only | All Properties | Mar 27 | |
| Diego Morales | diego@elconresort.com | Supervisor | Las Casitas | Mar 26 |