Your Guest Recovery dashboard is your space to manage guest feedback and personally reach out when things haven’t gone to plan. It gives you a clear view of who needs a follow-up, what happened, and respond — all in one place. This guide will help you understand how to navigate the dashboard, so you can take the right action at the right time and turn unhappy guests into loyal ones.
Filter by Case Status
At the top, you’ll see tabs for:
Active – all open cases
New – complaints that haven’t been actioned yet
In Progress – cases that are currently being handled
Complete – resolved cases
Use these filters to stay organised and focused on what needs attention now.
Case Overview Table
Each row represents a guest case and includes key information:
Case ID – a unique number to reference the complaint
Guest Info – name and email of the guest (partially masked for privacy)
Status – where the case is in the response process (New, In Progress)
Priority – shows how urgent the case is (e.g. Medium or High)
Location – where the experience took place
Assignee – who is handling the case (blank if not yet assigned)
Tip: Click the dropdown arrow beside the Case ID to view or update the case details.
Case Statistics
The Case Statistics panel gives you a quick overview of how guest complaints are being handled over a selected time period.
Avg. Response Time shows how quickly your team is responding — the faster, the better.
The donut chart in the middle shows total cases, split by status (e.g. New or In Progress).
The chart on the right shows how many cases have been Recovered, Lost, Closed, or Archived, helping you track outcomes.
Use this section to monitor performance, spot issues, and ensure no guest is left waiting.
What to Do Next
Start with New cases to make sure no one is left waiting
Assign team members to ensure clear ownership
Prioritise urgent issues using the Priority column
Keep cases moving to Complete by updating progress and following up with guests
Next: Understanding your case details