Summary: Key metrics in AXP (Alliants Experience Platform) include Average Response Time (how quickly staff respond to guest messages in average), Request Completion Rate (percentage of requests completed on time), Conversation Volume (number of guest conversations), and Channel Distribution (breakdown of messaging channels used). The reports show data up to yesterday which means today's data won't be included.
Permissions Required: Roles required in AXP to view this information are Operations Managers, Brand Administrators.
Understanding what each metric measures helps you interpret dashboard data correctly and take appropriate action based on trends.
Communication Metrics
Average Response Time
The average time between a guest sending a message and a staff member responding. Lower is better. This metric excludes automated responses.
Median Response Time
The median time between a guest sending a message and a staff member responding. Lower is better. This metric excludes automated responses.
Conversation Volume
Total number of conversations during the selected period. Track this alongside response time to understand capacity.
Request Metrics
Request Volume
Total number of requests started or created within their expected timeframe. Start date refer to the date the request is required to start. Create date refers to the date the request was created on the platform. Measures operational efficiency.
Common Time Request created
When requests received from creation. Broken down by request type is also provided for comparison.