Monitor Command Center Activity
Use Status for history, Live for active kiosk sessions (last 15 minutes), and Analytics for trends. Most lookups take under a minute.
This guide helps you track reservation progress in Command Center, open details, and troubleshoot check-in or check-out issues.
Go to: Main Menu → Command Center
If AVA cannot use your PMS credentials, Command Center shows a recovery card instead of logs. Use Open PMS settings to finish setup or fix the rejected credentials, then refresh the page.
Quick Reference
| Tab | What it shows | Best for |
|---|---|---|
| Status | Reservation groups with pipelines, latest activity, guest rows, and action buttons | Finding a reservation and seeing where it stalled |
| Live | Active kiosk sessions from the last 15 minutes (auto-refresh while this tab is visible) | Monitoring guests who are checking in/out right now |
| Analytics | Completion metrics, funnel drop-offs, recent failures, and not-found reservations | Operational trends and training (paid plans only) |
Plan Access & Limits
- Free tier shows only the latest 20 logs by created date.
- A blue banner appears above the list on the free tier.
- It reads "Showing the latest 20 logs by created date. Upgrade to unlock full history and analytics."
- A blue footer card appears below the list on the free tier.
- It reads "Free tier includes the latest 20 check-in/out logs." and Upgrade to access full history.
- View Details is available for those latest logs. Older history requires a paid plan.
- Analytics requires a paid plan.
To upgrade, go to Settings → Billing & Subscription.
Review the Status dashboard
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Open Command Center.
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Stay on the Status tab.
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Use Check-in Method to focus on Pre-arrival, Self Check-in, or Assisted Check-in.
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Review the reservation rows (or cards on phones).
✓ Each reservation shows Check-in pipeline, Check-out pipeline, Last activity, and the current status.
✓ On phones, long status labels wrap inside pills and badges.
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Select a reservation row to expand the guest list.
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On phones, use View guests to expand and Hide guests to collapse.
✓ Guest rows show step rails for check-in and check-out.
If housekeeping data is available, you see badges like Clean and Vacant. Single-room reservations show them in the main row. Expand the reservation to see badges per guest for multi-room stays.
When you open Status, AVA auto-syncs logs for the reservations on the page. It runs again when you change pages or the rows per page. You do not need to click a sync button.
Each guest can show a last activity time under their name. If a step failed, a red error card shows the step name and message.
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If you use Opera PMS, select View Guest Bill to review charges.
✓ The Guest Bill panel opens with totals and bill items.
View Guest Bill appears only for hotels connected to Opera PMS.
On phones, the action row sits under each card. Buttons may wrap to a second line on small screens. Use View Details or View Guest Bill from there.
Available Actions
Each reservation row provides quick access to common actions:
- View Details (eye icon) - Open full reservation details
- Edit (pencil icon) - Modify reservation information (Opera PMS only)
- View Guest Bill (dollar icon) - Review charges (Opera PMS only)
- Failed step badges - Open override modals for Travel Document, Guest Registration, Facial Verification, Deposit, and Room Payment while a support call is connected
- Search/Filter (magnifying glass icon) - Additional options
If you use Opera PMS, you should see Edit and View Guest Bill here. If they are missing, refresh the page and confirm Opera is connected.
Override a failed step
This takes about 2 minutes. Use it when a guest needs staff to unblock a failed step.
The Status tab opens override modals for failed or pending steps. AVA records each override with a reason. You can only click these badges while the caller widget shows Connected.
| Badge | Modal title | Final button |
|---|---|---|
| Travel Document | Travel Document Override | Apply Override |
| Guest Registration | Guest Registration Override | Apply Override |
| Facial Verification | Facial Verification Override | Apply Override |
| Deposit | Deposit Payment Override | Mark deposit as paid |
| Room Payment | Room Payment Override | Mark room payment as paid |
Guest Registration needs a completed document upload. Facial Verification needs a completed registration card.
Only failed or pending badges can open an override modal. The badge also needs an active connected support call. Deposit and Room Payment overrides apply to the primary guest only.
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Open Command Center and stay on Status.
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Find the reservation or guest row with the failed badge.
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Click the badge on desktop or tap it on mobile.
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Review the override modal.
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Enter an Override reason.
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Select the final action button.
✓ The badge changes to complete after the override saves. ✓ The related event appears in Detailed Event Log.
Override badge is not clickable
What you see: The badge does not open a modal.
Fix:
- Confirm the step is FAILED or PENDING.
- Confirm the caller widget shows Connected.
- For payment overrides, confirm the guest is the primary guest.
- Refresh Status and try again.
Edit reservation details (Opera PMS only)
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Stay on the Status tab and expand a reservation row.
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Select Edit.
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Update First Name, Last Name, or swap the room.
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Use Room Type to filter the room list.
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Select All to show every room type.
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Click Save Changes.
✓ Updates apply to the reservation’s main confirmation number.
By default, the room picker shows Vacant rooms with Clean or Inspected condition. The Room type filter starts with the reservation’s room type. Click Clear to return to those defaults.
If a reservation has more than one confirmation number, edits save to the main one shown in the summary.
Room swaps are blocked when the other reservation has a later Check-out date. The room shows a ❌ icon with "This reservation can’t be swapped because the departure date doesn’t match the other reservation." Pick another room or update the stay dates in your PMS.
Understand the status indicators
- Completed means all required steps finished.
- In Progress means the guest is mid-flow.
- Pending means no required steps completed yet.
- Stalled means at least one step failed.
Some steps are hidden when they are not required. Example: Facial Verification in Assisted Check-in or Room Access before arrival.
Open reservation details
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Open Command Center and stay on Status or Live.
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Select View Details on the reservation you want to review.
- On the free tier, choose a reservation from the latest 20 logs.
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If the reservation has multiple rooms, choose a room tab.
✓ The Reservation Details panel opens with Reservation Summary, Guest Information, and a Detailed Event Log.
Free-tier accounts can open details only for the latest 20 logs. Open a recent reservation or add a card in Settings → Billing & Subscription.
See Reservation Details for document warnings, registration card generation, and event log tips.
Some reservations show Reset Check-in Flow inside Reservation Details. See Reset a Check-In Flow for the warning and reset steps.
View Details is disabled when no room is assigned. Expand the reservation and confirm a room in your PMS.
Manage room access (if enabled)
If your property uses keycards, smart locks, or lockers:
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Expand a reservation with View guests (or select the row).
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Select Manage PIN, Encode Key, or Manage Locker Code in the action row.
✓ The room access modal opens for that guest or room.
When you click Encode Key on a guest row, AVA uses that row's confirmation number first. This keeps key encoding on the correct room.
Monitor live sessions
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Select the Live tab.
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Watch for in-progress sessions (last 15 minutes).
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Use View Details to inspect a guest who is stuck.
✓ The list refreshes automatically while this tab is visible. ✓ If you switch tabs or hide the browser tab, refresh pauses to save device resources. ✓ When you return, AVA refreshes the list again.
Review analytics
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Select the Analytics tab. (Paid plans only.)
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Choose Pre-Arrival, Check-In, or Check-Out.
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If you are on Check-In, use the sub-tabs for All Check-Ins, Early Check-In, Pre-Registration, or Full Check-In.
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Review the summary cards, funnel drop-offs, and recent issues.
✓ Metrics update based on the date range at the top of the page. ✓ Some check-in views also show Eligible Check-In Units and AVA Check-In Share after Completion Rate.
See Understand Command Center Analytics for how each metric is calculated.
Troubleshooting
No logs appear
What you see: The list is empty or shows "No Check-In/Out Logs Found".
Fix:
- Click Clear Dates to reset the date range.
- Remove any Check-In Status or Check-Out Status filters.
- Try a broader search term (guest last name or confirmation number).
Live tab shows zero sessions
What you see: The Live tab is empty.
Fix:
- Confirm a guest has started check-in or check-out in the last 15 minutes.
- Wait 1-2 minutes and refresh the page.
- Check the Status tab to confirm the reservation exists.
Live tab does not update in the background
What you see: You return to AVA and the Live list looks old for a moment.
Fix:
- Keep the Live tab open and visible.
- Wait a few seconds after returning to the tab.
- If needed, switch to Status and back to Live once.
View Details is disabled
What you see: The View Details button is gray.
Fix:
- If you are on the free tier, open a reservation from the latest 20 logs. Upgrade for older history.
- If you are on a paid plan, expand the reservation with View guests.
- Confirm a room number is assigned.
- If the room is missing, check the reservation in the PMS.
Guest bill does not load
What you see: The bill panel stays blank or shows no items.
Fix:
- Refresh the page and open View Guest Bill again.
- Confirm charges are posted in your PMS.
- Try another reservation to confirm bills load.
Edits do not show after saving
What you see: The guest name or room does not update after Save Changes.
Fix:
- Refresh the page and reopen Edit.
- Confirm the reservation shows the correct main confirmation number.
- Wait 1-2 minutes for PMS sync, then refresh again.
Room list is missing rooms
What you see: The room list looks too short or only shows one room type.
Fix:
- Open Room Type in the edit modal.
- Select All to remove the filter.
- Wait for the list to refresh.
Encode Key opens another room in a multi-room stay
What you see: You click Encode Key for one room, but another room opens.
Fix:
- Expand the reservation and click Encode Key on the exact guest row.
- Confirm the row shows the expected Room Number and confirmation number.
- Refresh Command Center and try again.
- If it still opens the wrong room, contact support.
Edit or View Guest Bill is missing (Opera PMS)
What you see: Edit or View Guest Bill does not appear on the reservation row.
Fix:
- Go to Settings → Essentials → PMS Integration.
- Confirm Opera shows Connected.
- Refresh Command Center and check again.
- Contact support if Opera is connected and the actions are still missing.
Command Center shows a PMS recovery card
What you see: You see Open PMS settings, a setup message, or a note that the saved PMS credentials were rejected.
Fix:
- Open PMS settings from the recovery card.
- Confirm the active PMS is correct.
- Add the missing credentials or update the rejected credentials.
- Save your changes.
- Return to Command Center and refresh the page.
Still Stuck?
Contact success@vouch-technologies.com if:
- ❌ Logs fail to load after a refresh
- ❌ Reservation details never open
- ❌ Live sessions do not appear during active check-ins
Helpful to include:
- Confirmation number or room number
- Time the issue occurred
- Screenshot of the Logs page