📊 Reports and Analytics
Analyze your hotel's performance, conversations, and the revenue generated by the bot.
:::note Coming soon This module is marked as Coming soon in the navigation. Its availability depends on your plan and deployment; if you need access and don't have it, contact the UNOZERO team. :::
What is the Reports module?
The Reports module consolidates your hotel's historical metrics in one place: conversations, leads, bookings, and revenue. It is designed so the Hotel Admin can make informed decisions without needing to query technical data directly.
Access it from: Reports in the side menu (/reports).
Global filters
All charts and metrics in the module respond to the global filters at the top:
| Filter | Options |
|---|---|
| Period | Today / This week / This month / Last 3 months / Custom range |
| Hotel | If you manage multiple properties, you can view data per individual hotel or consolidated |
1. Conversation metrics
Conversation trend chart
A timeline showing the volume of conversations per day or week. Useful for identifying:
- Demand peaks (holidays, high season)
- The effect of marketing campaigns on chat volume
- The overall growth or decline trend
Key metrics
| Metric | Description |
|---|---|
| Total conversations | Number of chat sessions in the period |
| Active conversations | Sessions with at least 1 message in the last 24h |
| Human escalation rate | % of conversations where the team took control |
| Average duration | Average length of each chat session |
2. FAQ metrics
Shows the most frequent questions guests ask the bot:
- Question ranking: the 10 most repeated questions in the period
- Response rate: % of questions correctly answered by the bot vs. escalated to a human
- Missing information: questions the bot couldn't answer
Use this report regularly to feed the Missing Information section of AI Training and improve the bot's coverage.
3. Lead and booking metrics
Conversion funnel
Conversations → Captured leads → Contacted leads → Confirmed bookings
| Metric | Description |
|---|---|
| Captured leads | Conversations with at least the guest's email or phone |
| Lead capture rate | % of conversations that generated a lead |
| Converted leads | Leads that resulted in a booking |
| Conversion rate | % of leads that led to a booking |
By source channel
Breakdown of leads and conversions separated by channel (Web Chat / WhatsApp / Facebook / Instagram) to identify which channel generates the most value.
4. Revenue metrics
Available when a PMS is connected or payments are processed through HotelChatBook.
| Metric | Description |
|---|---|
| Total revenue | Sum of all confirmed bookings in the period |
| Average revenue per booking | Average ticket |
| Revenue by channel | How much revenue each channel generated (WhatsApp vs. Web) |
| Revenue by buyer persona | Which type of guest generates the most income |
5. Payment metrics
Breakdown of payments processed by gateway:
| Gateway | Available metrics |
|---|---|
| Stripe | Successful / failed payments, total amount, % failure |
| Wompi | Payments by method (PSE/Nequi/Card), total amount |
6. Export data to CSV
The "Export CSV" button in the top-right corner downloads all visible data with the applied filters. The file includes one row per day or week, depending on the selected period.
Export the monthly report on the first day of each month to keep a historical record outside the platform.