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
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% |
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 |
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
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 | 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
| 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 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 |
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
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 |
|---|---|---|---|---|---|---|---|---|---|---|
| 10:41 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
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 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 |
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
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 |
|---|---|---|---|---|---|---|---|---|---|---|
| 10:41 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
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 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 |
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
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 |
|---|---|---|---|---|---|---|---|---|---|---|
| 10:41 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
| 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 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 |
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
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 → 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
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 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 |
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
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 |
|---|---|---|---|---|---|---|---|---|---|---|
| 10:41 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
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 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 |
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
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 |
|---|---|---|---|---|---|---|---|---|---|---|
| 10:41 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
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 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 |
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
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 |
|---|---|---|---|---|---|---|---|---|---|---|
| 10:41 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
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 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 |
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
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 |
|---|---|---|---|---|---|---|---|---|---|---|
| 10:41 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
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 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 |
Guest Profiles
4,812 guests total
| 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
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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 |