Glitch Dashboard tab

• Glitch Dashboard tab— Displays charts with metrics and information for your selected properties and time frame.

• Benchmarking tab— Compares property performance based on glitch data, focusing on key metrics like issue volume, resolution speed, recovery cost, and department-level trends across properties of different sizes using percentage-based data. The Benchmarking tab helps identify performance gaps and set improvement goals based on service recovery standards.

Select the properties for which to view data.

Select the department for which to view data.

Specify the time frame for which to view data.

Displays additional options:

• All—Shows all data.

• Reset Filter—Resets the filter and reverts the screen to before you entered filter criteria.

• Current week—Sets the time frame to view data for the current week.

• Previous month—Sets the time frame to view data for the entire previous month.

• Previous quarter—Sets the time frame to view data for the entire previous quarter.

• Previous year—Sets the time frame to view data for the entire previous year.

• Today—Sets the time frame to view data for only today.

• Yesterday—Sets the time frame to view data for yesterday.

• Last 30 days—Sets the time frame to view data for the last 30 days.

• Last Week—Sets the time frame to view data for the last week.

• Month to date—Sets the time frame to view data for the current month up to the current date.

• Quarter to date—Sets the time frame to view data for the current quarter up to the current date.

• Year to date—Sets the time frame to view data for current year up to the current date.

• Include To Value—If selected, charts will include data from the date in the End Date field. If not selected, charts will include data only up to the date in the End Date field. For example, if the Start Date is 2023/08/24 and the End Date is 2023/08/30, selecting Include To Value will include data on 2023/08/30. If not selected, then the data will not include 2023/08/30.

• Invert Selection—Shows everything but this filtered parameter. For example, if you select Previous Month and then Invert Selection, it shows everything but the previous month’s worth of data.

Provides the following Notifications options:

• Scheduled—Opens the Set Up Notifications pane where you can schedule a notification.

• Edit your notification—Opens the Notifications pane where you can update an existing notification.

This read-only text displays the date and time (in the UTC time zone) when data was last refreshed.

The data in the Glitch Dashboard is updated every 5 hours, starting at 00:20 (12:20 AM) UTC, and might not match data in existing reports or in the Service software, depending on when you last made changes in the software.

Opens the Export pane where you can export the current view to one of the following output types:

• Image

• PDF

• Excel

Department with the highest number of glitches or complaints registered within the selected date range.

With this information, you can quickly identify which department is facing the most issues, allowing you to focus on resolving and reducing these glitches.

Total number of glitches registered from in-house guests within the selected department and date range.

This metric is crucial for monitoring and addressing in-house guest complaints promptly to enhance guest satisfaction.

Total cost spent to recover and resolve guest complaints within the selected date range and department.

This information helps you understand the financial impact of resolving glitches, aiding in budgeting and cost management.

Comparison of the total glitches registered in each department and the corresponding average resolution time.

This comparison shows you which departments have the most glitches and how long it takes to resolve them, helping in process improvements and resource allocation.

Distribution of glitches registered throughout a 24-hour cycle.

By identifying the busiest hours of the day for glitches, you can optimize staff scheduling and ensure adequate support during peak times.

Total glitches registered via different sources (in-house guests, visitor guests, checked-out guests, pre-arrival guests, and staff), corresponding average resolution time, and total recovery cost spent in each source.

This chart provides insight into the origins of glitches and helps you address specific sources more effectively.

Total cost spent to recover and resolve guest complaints in each department within the selected date range.

With this information, you can better understand the financial distribution of recovery costs across departments, aiding in better financial planning and management.

Most frequently occurring glitch descriptions and the corresponding average resolution time.

Identifying common glitch types and their resolution times helps in prioritizing training and process improvements to reduce these issues.