Understand Check-In/Out Logs Analytics
Most hotels review Completion Rate, Biggest Drop‑Off, and Issues in under 3 minutes.
This guide explains how AVA calculates each Analytics chart so you can trust the trends and coach your team.
Go to: Main Menu → Check-In/Out Logs → Analytics
Quick Reference
| View | What counts as a session | Completion rule |
|---|---|---|
| Pre‑Arrival | Any reservation that reached a Pre‑Arrival step | PRE_ARRIVAL succeeds |
| Check‑In → All | Any reservation with check‑in flow steps (including early check‑in or pre‑registration), excluding pre‑arrival‑only | CHECKIN, KEY_COLLECTION, or GET_DOOR_LOCK_KEY |
| Check‑In → Early Check‑In | EARLY_CHECKIN_ATTEMPT or ROOM_ASSIGNMENT_QUEUED | EARLY_CHECKIN_ATTEMPT or ROOM_ASSIGNMENT_QUEUED succeeds |
| Check‑In → Pre‑Registration | Any reservation with Pre‑Registration steps | PRE_REGISTRATION succeeds |
| Check‑In → Full Check‑In | CHECKIN, KEY_COLLECTION, or GET_DOOR_LOCK_KEY | CHECKIN, KEY_COLLECTION, or GET_DOOR_LOCK_KEY succeeds |
| Check‑Out | Any reservation with checkout steps | CHECKOUT or COMPLETED_CHECKOUT_PAYMENT succeeds |
Open Analytics and choose a view
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Select the Analytics tab.
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Choose Pre‑Arrival, Check‑In, or Check‑Out.
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If you select Check‑In, use the sub‑tabs: All Check‑Ins, Early Check‑In, Pre‑Registration, or Full Check‑In.
✓ All charts update to that view and date range.
How AVA builds a session
- A session is one reservation check‑in record (not each guest).
- A session is included when at least one step from that view is logged.
- Failed steps still count in totals so you can see drop‑offs and issues.
Pre‑arrival sessions are not included in All Check‑Ins. Use the Pre‑Arrival view for those.
Summary cards (top of the tab)
| Card | How it is calculated |
|---|---|
| Total Logs | Number of sessions in the selected view |
| Completion Rate | Completed sessions ÷ total logs |
| Avg Completion Time | Time from the first successful step (usually Entry) to completion |
| Successful Check‑Ins / Check‑Outs | Number of completed sessions for that view |
What counts as completion depends on the view (see the Quick Reference table).
Use this table to confirm which sessions count as complete before you compare periods.
If Total Logs is 40 and Successful Check‑Ins is 28, the completion rate is 70%.
Funnel chart (drop‑offs and step time)
The funnel shows the percentage of sessions that reached each step.
- Drop‑off compares each step to the step before it.
- Avg duration measures time from one successful step to the next.
- If a later step happens earlier than the prior step, the duration is shown as 0.
Use the Biggest Drop‑Off card to pick the step that needs coaching first.
If Document Upload has 60 sessions and the prior step has 100, drop‑off is 40%. If Document Upload completes at 10:05 and Validation at 10:07, avg duration is 2 minutes.
Time Analysis (hourly volume)
Time Analysis groups sessions by the first successful step in the selected view.
- Uses your hotel’s timezone.
- Pre‑Arrival requires a successful PRE_ARRIVAL step.
- Shows Peak Hours and Rush Periods to help with staffing.
Use Peak Hours to plan coverage for your busiest time blocks.
A session that first succeeds at 7:10 local time counts in the 07:00 hour.
Issues (recent failures)
Issues list sessions with the most recent failed steps.
- AVA checks the last 10 events for failures.
- If no recent failures exist, it uses the most recent failure on record.
Use View Details to see full step history.
If a payment failed at 3:12 after earlier success, the issue shows Payment at 3:12. If the last 10 events are successful, AVA shows the most recent failure on record.
Recent Activity
Recent Activity shows key steps that were successful or failed, such as:
- Check‑In, Check‑Out
- Room Assignment
- Pre‑Registration
- Identity Verification
- Payment
This list is capped to the latest 30 items.
Use this list to confirm which steps were completed most recently.
You may see “Check‑In completed successfully” or a failure message for Identity Verification.
Final Step Distribution (where sessions end)
This chart groups the last step of each session into categories:
- Success — Full completion steps
- Timing — Early check‑in steps (including Room Queued)
- Partial — Pre‑registration
- Room — Room assignment steps (Room Assignment)
- Documentation — Document or ID verification
- Payment — Payment steps
- Early — Entry / Fetch steps
If a failure happens after the last success, the failure step becomes the final step.
Use this chart to see the most common stopping points.
Out of 50 sessions, 20 end at Check‑In (success), 10 at Early Check‑In (timing), 8 at Document Upload (documentation), and 12 at Payment (payment).
Open sessions from the Final Step Distribution
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Select a bar segment in Final Step Distribution.
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Review the session list that opens.
✓ The list shows confirmation number, guest, room, and the latest failure.
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Select Open details on any session.
✓ The Reservation Details panel opens for that session.
The list shows sessions, not grouped reservations. Use it to spot repeat failures fast.
Device Analytics (optional)
Device Analytics uses the device details from the check‑in/out session.
If guests did not provide device information, this chart may be empty.
Use this view to compare kiosk vs mobile usage by OS.
If most sessions are iOS, you may want to optimize the mobile check‑in flow.
Limits & data freshness
- Analytics covers up to 90 days per query.
- If more than 50,000 events fall in the range, AVA asks you to narrow the dates.
- Session lists are capped for performance (about 200 per step and 2,000 total).
Troubleshooting
All charts show zero
What you see: Summary cards show 0 and charts are empty.
Fix:
- Expand the date range.
- Confirm there are logs in Status.
- Check if your plan includes Analytics.
Completion rate looks lower than expected
What you see: Completion rate is low even though many guests checked in.
Check:
- Sessions in Pre‑Arrival do not count toward All Check‑Ins.
- All Check‑Ins only treats Full Check‑In steps as completed.
- Early Check‑In and Pre‑Registration are tracked in their own sub‑tabs.
Still Stuck?
Contact success@vouch-technologies.com if:
- ❌ Analytics shows data in Status but Analytics is empty
- ❌ Charts never update after changing the date range
- ❌ Issues list shows incorrect timestamps
Helpful to include:
- Date range you selected
- Screenshot of the Analytics tab
- Confirmation number of a sample reservation