Summary: The User Value Report gives you a simple way to see how much value your team is getting out of AXP — covering platform activity, messaging, and concierge requests — without needing to build your own queries.
Permissions Required: Access to this report is controlled by Brand Admins.
What is the User Value Report?
The User Value Report shows you how your staff are using AXP day to day. It pulls together three areas into one place:
How often staff are logging in and using the platform
How staff are messaging guests, and how quickly
How staff are creating and completing guest requests (like room service or restaurant bookings)
Filters:
You can narrow the report down by Brand, Location, Department, User, and Date.
You can also choose how the data groups over time — by hour, day, week, month, quarter, or year.
The report has three tabs
Tab 1: Platform Activity
This tab shows how actively your staff are using AXP.
What you'll see | What it means |
Active Users | How many staff members sent at least one message in the period you're looking at. A sudden drop can mean someone needs training, or is having trouble logging in. |
Total Sessions | How many times staff opened AXP. |
Average Session Duration | How long staff typically stay in AXP each time. Short sessions usually mean a quick message check. Longer sessions usually mean deeper work, like creating a request. |
Total Time on AXP | The combined time all staff spent in AXP. |
Top Users | A table showing which staff members use AXP the most. |
Activity Over Time | A chart showing usage trends, so you can spot dips that don't bounce back. |
Tab 2: Messaging
This tab shows how your staff are handling guest conversations.
What you'll see | What it means |
Messages Sent | The total number of messages staff sent to guests. |
Conversations Active | How many separate guest conversations had at least one staff reply. |
Guests Messaged | How many individual guests received a reply from staff. |
Average/Median Response Time | How quickly staff typically reply to guests. |
Sentiment Score | How positive or negative guest replies tend to be, shown on a red-to-green scale. |
User and Department Summaries | Tables breaking all of the above down by individual staff member or by department. |
Activity by Day of Week | A chart showing your busiest days — useful for planning staff rotas. |
Tab 3: Requests
This tab shows how your team is handling concierge requests (things like bookings, deliveries, or other guest requests).
What you'll see | What it means |
Requests Created | The total number of requests staff created. |
Confirmation Rate | The percentage of requests that were successfully fulfilled or confirmed. |
Cancellation Rate | The percentage of requests that were cancelled after being created. If this is consistently above roughly 30%, it may be worth checking whether requests are being created too early or followed up too slowly. |
Total Request Revenue | The total value of all requests created, whether or not payment has been collected yet. |
Revenue Charged | The amount already charged to guests. |
Revenue in Pipeline | The amount from requests that are still open or pending — this is money not yet charged. |
Outcomes by Staff or Department | A breakdown of requests created, fulfilled, and cancelled, plus revenue figures, per staff member or department. |
Average Request Creation Time | How long it typically takes staff to fill in and submit a request. Anything over about 2 minutes may suggest a form is too complicated or staff need more practice. |
How to get the most out of this report
Start with the Platform Activity tab to check overall engagement before looking at messaging or requests.
Compare the Messaging and Requests tabs together. High time spent on AXP but low messages or requests can point to a training or workflow issue.
Use the Department view for team-level conversations, and the User view when you need to coach an individual.
Common Questions
Q: Who can see the User Value Report?
A: Reporting access is controlled by your Brand Admins. If you need access, ask a Brand Admin on your team to grant it.
Q: Does "Messages Sent" include automated messages?
A: No. This figure only counts messages typed and sent by staff — it doesn't include automated messages such as check-in reminders.
Q: What does "Revenue in Pipeline" actually mean?
A: It's the value of requests that are still open or pending payment. If this number stays high without going down, it may mean requests are getting stuck before they're fulfilled and charged.
Q: Why might my Active Users number drop suddenly?
A: A sudden drop usually means one or more staff members have stopped logging in — this could be due to a training gap, a login issue, or a staff change. It's worth checking in with your team.
Q: Can I change how the data is grouped over time?
A: Yes. Use the Trend Granularity filter to switch between hourly, daily, weekly, monthly, quarterly, or yearly views.