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Command Center 활동 모니터링

빠른 설정

이력에는 Status, 활성 키오스크 세션(최근 15분)에는 Live, 추세에는 Analytics를 사용하세요. 대부분의 조회는 1분 이내에 끝납니다.

이 가이드는 Command Center에서 예약 진행 상황을 추적하고, 세부 정보를 열고, 체크인 또는 체크아웃 문제를 해결하는 방법을 안내합니다.

이동: Main Menu → Command Center

PMS 설정이 없거나 거부된 경우

AVA가 PMS 자격 증명을 사용할 수 없으면 Command Center에 로그 대신 복구 카드가 표시됩니다. PMS settings를 사용해 설정을 완료하거나 거부된 자격 증명을 수정한 다음 페이지를 새로고침하세요.

빠른 참고​

Tab표시 내용가장 적합한 용도
StatusReservation groups with pipelines, PMS attachment statuses, payment summaries, latest activity, guest rows, and action buttons예약을 찾고 어디에서 멈췄는지 확인
LiveActive check-in/out sessions from the last 15 minutes (auto-refresh while this tab is visible)Monitoring guests who are checking in/out right now
AnalyticsCompletion metrics, funnel drop-offs, recent failures, and not-found reservations운영 추세와 교육(유료 플랜 전용)
데모 세션

데모 체크인도 Status와 Live에 표시됩니다. Analytics에는 포함되지 않습니다.

플랜 액세스 및 제한​

  • Free tier shows only the latest 20 logs by created date.
  • A blue banner appears above the list on the free tier.
  • It reads "Showing the latest 20 logs by created date. Upgrade to unlock full history and analytics."
  • A blue footer card appears below the list on the free tier.
  • It reads "Free tier includes the latest 20 check-in/out logs." and Upgrade to access full history.
  • View Details is available for those latest logs. Older history requires a paid plan.
  • Analytics requires a paid plan.

To upgrade, go to Settings → Billing & Subscription.

Status 대시보드 검토​

Check-In/Out Status Dashboard

  1. Command Center.

  2. Stay on the Status tab.

  3. Use Check-in Method to focus on Pre-arrival, Self Check-in, or Assisted Check-in.

  4. the reservation rows (or cards on phones).

    ✓ Each reservation shows Check-in pipeline, Check-out pipeline, PMS attachment status, Last activity, and the current status.

    ✓ On phones, long status labels wrap inside pills and badges.

태블릿 친화적인 표 레이아웃

Status 표는 이제 iPad 폭과 더 넓은 화면에서도 읽기 쉽게 유지됩니다. 긴 객실 정보는 두 줄로 제한됩니다. The Check-in Method pill shows Self or Assisted. pill이나 객실 텍스트에 마우스를 올리면 전체 레이블을 볼 수 있습니다.

휴대폰 카드

On phones, the Status and Live cards also show the stay date range under the reservation code. 이렇게 하면 도착일과 출발일을 한눈에 확인할 수 있습니다. The Check-in Method filter also switches to a 2-column layout, so long labels stay inside the filter area. Collapsed payment summaries on mobile cards now show the same labels as desktop rows. You can see Pre-auth, Captured, and Direct sale without expanding the reservation.

  1. 예약 행을 선택해 게스트 목록을 펼칩니다.

  2. 휴대폰에서는 View guests로 펼치고 Hide guests로 접습니다.

    ✓ 게스트 행에는 체크인과 체크아웃 단계가 레일 형태로 표시됩니다.

객실 상태 배지

하우스키핑 데이터를 사용할 수 있으면 Clean과 Vacant 같은 배지가 표시됩니다. 예약에 객실 번호가 없으면 AVA는 객실 상태 배지와 자리 표시자를 숨깁니다. This keeps mixed pages loading for the reservations that do have valid room numbers. Single-room reservations show badges in the main row. 다객실 숙박에서는 예약을 펼치면 게스트별 배지가 표시됩니다.

Command Center에서 서비스 중지 객실 관리​

빠른 업데이트

Housekeeping을 열지 않고 Status 또는 Live에서 객실 서비스 상태를 관리하세요.

When housekeeping data is available, room badges include Out of service when the PMS blocks a room. 권한이 있는 직원은 데스크톱 행과 휴대폰 카드에서 객실을 서비스 중지하거나 복구할 수 있습니다. 읽기 전용 직원은 배지를 볼 수 있지만 객실 상태를 변경할 수는 없습니다.

객실을 서비스 중지하기​

  1. Command Center.

  2. Choose Status or Live.

  3. Find the reservation with the room.

  4. On desktop, find the room badge in the reservation row or guest row.

  5. On a phone, open the reservation card and find the room badge.

  6. Take out of service.

  7. Choose a Reason and Start date.

  8. Add an End date and Notes if needed.

  9. Take out of service.

    ✓ 배지가 Out of service로 변경됩니다. ✓ 객실은 계속 표시되지만 차단된 날짜에는 직원이 배정할 수 없습니다.

객실을 다시 서비스 상태로 복구하기​

  1. Find the room with the Out of service badge.

  2. Restore to service beside the badge.

  3. 확인 메시지를 검토합니다.

  4. Restore to service.

    ✓ The badge changes to In service after the PMS confirms the update. ✓ 겹치는 PMS 차단이 있으면 객실이 Out of service 상태로 유지될 수 있습니다.

객실 서비스 상태를 변경할 수 있는 사람

The action appears only when your PMS supports room service status updates and you have HOUSEKEEPING.WRITE permission. 다른 직원도 Out of service 배지를 볼 수 있습니다.

그룹 결제 요약

일부 예약 그룹은 모든 객실에 대해 하나의 결제 요약을 표시합니다. AVA adds unique room-level payment evidence and keeps the total additive. The compact row shows payment labels like Pre-auth, Captured, and Direct sale. If no persisted AVA payment activity exists, the summary stays blank. 통화가 충돌하면 AVA는 추측하지 않고 금액을 숨깁니다. If the backend omits paymentSummary, AVA shows an unavailable marker. If the backend sends only explicit no-payment evidence, AVA shows that state instead. 거래 ID는 간결한 행에 표시되지 않습니다.

Opera 및 OHIP 자동 동기화

When you open Status, AVA auto-syncs logs for the reservations on the page. It runs again when you change pages or the rows per page. You do not need to click a sync button.

최신 활동과 오류

Each guest can show a last activity time under their name. If a step failed, a red error card shows the step name and message.

PMS 첨부 파일 전달

여행 서류, 게스트 사진, 등록 카드는 로컬 저장 후에도 PMS 전달을 완료할 수 있습니다. View Details to review each attachment's status and any available Retry action. See PMS 첨부 파일 전달.

Assisted Check-In 기기 배지

Check-in Method 레이블은 assisted 예약에서 Assisted로 표시됩니다. When AVA has the saved ACI flow, it adds ACI · 1 device or ACI · 2 devices beside that label. 데스크톱 표 행과 모바일 예약 카드에서 배지를 볼 수 있습니다. 이 배지로 어떤 assisted flow가 예약 활동을 생성했는지 확인하세요. Legacy or mixed-flow reservation groups keep the Assisted label without a device badge.

ID Scan이 꺼져 있는 경우

If ID Scan is disabled, Document Upload and Identity Verification disappear from the pipeline. AVA only counts the remaining required steps, so finished check-ins can still show Completed.

Facial Verification이 꺼져 있는 경우

If the relevant facial setting is disabled but ID Scan stays on, Document Upload still appears. Only Identity Verification disappears for that check-in mode. Completed check-ins do not look stuck in progress.

Assisted Check-In facial verification

If Enable Facial Verification for Assisted Check-In is on, ACI reservations can show Facial Verification. If it is off, the step shows as not required for ACI.

객실 배정이 별도인 경우

When a reservation has room-assignment evidence, ROOM_ASSIGNMENT can appear before CHECKIN. That badge means AVA assigned a room, not that the guest finished check-in. Room Access still appears later, after the guest completes the rest of the flow.

결제가 적용되지 않는 경우

Some completed check-ins show Completed without a payment stage. AVA omits the check-in payment badge when no real payment evidence exists. This applies to completed pre-arrival, self check-in, assisted check-in, and legacy journeys. If AVA recorded a payment attempt, the payment stage stays visible.

체크아웃 청구 단계

Some checkouts finish with no View Bill or payment stage. That happens when billing was not needed or no bill-view/payment evidence exists. AVA can still mark the checkout as Completed in those cases. If AVA recorded a real View Bill or checkout payment attempt, the matching stage stays visible. The newest successful or failed evidence wins when attempts repeat. Checkout payment evidence is separate from room-payment evidence. Room Payment badges only reflect check-in room-payment or pre-auth evidence. Do not use a checkout payment record to judge the Room Payment badge.

  1. If your PMS supports billing review, select View Guest Bill to review charges.

    ✓ The Guest Bill panel opens with totals and bill items.

기능 기반 사용 가능 여부

View Guest Bill appears when your PMS integration reports billing support. Opera currently reports this capability.

휴대폰에서는 작업 행이 각 카드 아래에 표시됩니다. 작은 화면에서는 버튼이 두 번째 줄로 넘어갈 수 있습니다. Use View Details or View Guest Bill from there.

사용 가능한 작업​

Actions Menu

Each reservation row provides quick access to common actions:

  • View Details (eye icon) - full reservation details
  • Edit (pencil icon) - Modify reservation information when your PMS supports editing
  • View Guest Bill (dollar icon) - charges when your PMS supports billing
  • Failed step badges - override modals for Travel Document, Guest Registration, Facial Verification, Deposit, and Room Payment while a support call is connected
  • Search/Filter (magnifying glass icon) - Additional options

If your PMS reports these capabilities, you should see Edit and View Guest Bill here. If they are missing, refresh the page and confirm your PMS is connected.

실패한 단계 재정의​

빠른 설정

This takes about 2 minutes. Use it when a guest needs staff to unblock a failed step.

The Status tab opens override modals for failed or pending steps. AVA records each override with a reason. You can only click these badges while the caller widget shows Connected.

BadgeModal titleFinal button
Travel DocumentTravel Document OverrideApply Override
Guest RegistrationGuest Registration OverrideApply Override
Facial VerificationFacial Verification OverrideApply Override
DepositDeposit Payment OverrideMark deposit as paid
Room PaymentRoom Payment OverrideMark room payment as paid
단계 사전 조건

Guest Registration needs a completed document upload. Facial Verification needs a completed registration card.

ACI facial override location

For a failed facial check during ACI, use the active staff check-in device. The ACI device override is separate from Command Center override actions.

override 전 확인

Only failed or pending badges can open an override modal. The badge also needs an active connected support call. Deposit and Room Payment overrides apply to the primary guest only.

  1. Command Center and stay on Status.

  2. Find the reservation or guest row with the failed badge.

  3. Click the badge on desktop or tap it on mobile.

  4. the override modal.

  5. Enter an Override reason.

  6. the final action button.

    ✓ The badge changes to complete after the override saves. ✓ The related event appears in Detailed Event Log.

override 배지를 클릭할 수 없음​

보이는 현상: The badge does not open a modal.

해결 방법:

  1. the step is FAILED or PENDING.
  2. the caller widget shows Connected.
  3. For payment overrides, confirm the guest is the primary guest.
  4. Refresh Status and try again.

예약 세부 정보 편집(지원되는 경우)​

  1. Stay on the Status tab and expand a reservation row.

  2. Edit.

  3. Update First Name, Last Name, or swap the room.

  4. Use Room Type to filter the room list.

  5. All to show every room type.

  6. Click Save Changes.

    ✓ Updates apply to the reservation’s main confirmation number.

By default, the room picker shows Vacant rooms with Clean or Inspected condition. The Room type filter starts with the reservation’s room type. Click Clear to return to those defaults.

확인 번호가 여러 개인 경우

If a reservation has more than one confirmation number, edits save to the main one shown in the summary.

객실 변경 제한

Room swaps are blocked when the other reservation has a later Check-out date. A Do Not Move lock also blocks the swap until you clear it. The room shows a ❌ icon with "This reservation can’t be swapped because the departure date doesn’t match the other reservation." Pick another room or update the stay dates in your PMS.

상태 표시 이해하기​

  • Completed means all required steps for the current settings finished.
  • In Progress means the guest is mid-flow.
  • Pending means no required steps completed yet.
  • Stalled means at least one step failed.
결제 없이 체크아웃 완료

Some checkouts now show Completed without a payment stage. That means checkout payment was not applicable or no payment was recorded. This is expected for zero-balance or no-payment checkouts.

완료된 pre-auth 배지

A completed room or combined pre-authorization can show SUCCESS even when direct-sale collection is disabled. AVA uses the stored completion state, not the current merchant setting, so the badge reflects the finished payment outcome.

단계가 "N/A"로 표시될 수 있음

Some steps are hidden when they are not required. Examples include disabled ACI facial verification or Room Access before arrival.

예약 세부 정보 열기​

  1. Command Center and stay on Status or Live.

  2. View Details on the reservation you want to review.

    • On the free tier, choose a reservation from the latest 20 logs.

  3. If the reservation has multiple rooms, choose a room tab.

    ✓ The Reservation Details panel opens with Reservation Summary, Guest Information, and a Detailed Event Log.

If View Details is disabled

Free-tier accounts can open details only for the latest 20 logs. a recent reservation or add a card in Settings → Billing & Subscription.

Need the full breakdown?

See Reservation Details for document warnings, registration card generation, and event log tips.

Need to restart check-in?

Some reservations show Reset Check-in Flow inside Reservation Details. See Reset a Check-In Flow for the warning and reset steps.

When View Details is disabled

View Details is disabled when no room is assigned. Expand the reservation and confirm a room in your PMS.

객실 액세스 관리(사용 설정된 경우)​

If your property uses keycards, smart locks, or lockers:

  1. Expand a reservation with View guests (or select the row).

  2. Manage PIN, Encode Key, or Manage Locker Code in the action row.

    ✓ The room access modal opens for that guest or room.

Multi-room reservations

When you click Encode Key on a guest row, AVA uses that row's confirmation number first. This keeps key encoding on the correct room.

라이브 세션 모니터링​

  1. the Live tab.

  2. Watch for in-progress sessions (last 15 minutes).

  3. Use View Details to inspect a guest who is stuck.

    ✓ 이 탭이 보이는 동안 목록이 자동으로 새로고침됩니다. ✓ If you switch tabs or hide the browser tab, refresh pauses to save device resources. ✓ 돌아오면 AVA가 목록을 다시 새로고침합니다. ✓ On phones, each card shows the stay date range under the reservation code. ✓ Each row also keeps the session source, so you can spot kiosk and own-device traffic.

    Live Check-In Tab

분석 검토​

  1. the Analytics tab. (Paid plans only.)

  2. Choose Pre-Arrival, Check-In, or Check-Out.

  3. If you are on Check-In, use the sub-tabs for All Check-Ins, Early Check-In, Pre-Registration, or Full Check-In.

  4. the summary cards, funnel drop-offs, and recent issues.

    ✓ Metrics update based on the date range at the top of the page. ✓ Some check-in views also show Eligible Check-In Units and AVA Check-In Share after Completion Rate.

Need help reading the charts?

See Understand Command Center Analytics for how each metric is calculated.

문제 해결​

로그가 표시되지 않음​

보이는 현상: The list is empty or shows "No Check-In/Out Logs Found".

해결 방법:

  1. Click Clear Dates to reset the date range.
  2. Remove any Check-In Status or Check-Out Status filters.
  3. Try a broader search term (guest last name or confirmation number).

Live tab shows zero sessions​

보이는 현상: The Live tab is empty.

해결 방법:

  1. a guest has started check-in or check-out in the last 15 minutes.
  2. 1~2분 기다립니다 and refresh the page.
  3. Check the Status tab to confirm the reservation exists.

Live tab does not update in the background​

보이는 현상: You return to AVA and the Live list looks old for a moment.

해결 방법:

  1. Keep the Live tab open and visible.
  2. Wait a few seconds after returning to the tab.
  3. If needed, switch to Status and back to Live once.

View Details is disabled​

보이는 현상: The View Details button is gray.

해결 방법:

  1. If you are on the free tier, open a reservation from the latest 20 logs. Upgrade for older history.
  2. If you are on a paid plan, expand the reservation with View guests.
  3. a room number is assigned.
  4. If the room is missing, check the reservation in the PMS.

View Bill stays pending after checkout​

보이는 현상: The checkout pipeline still shows View Bill after completion.

해결 방법:

  1. Refresh Status.
  2. View Details for the reservation.
  3. Compare the newest timestamp in the event log.
  4. Trust the latest successful or failed evidence.
  5. 지원팀에 문의하세요. if the dashboard still disagrees with the event log.

Guest bill does not load​

보이는 현상: The bill panel stays blank or shows no items.

해결 방법:

  1. 페이지를 새로고침합니다. and open View Guest Bill again.
  2. charges are posted in your PMS.
  3. Try another reservation to confirm bills load.

Edits do not show after saving​

보이는 현상: The guest name or room does not update after Save Changes.

해결 방법:

  1. 페이지를 새로고침합니다. and reopen Edit.
  2. the reservation shows the correct main confirmation number.
  3. 1~2분 기다립니다 for PMS sync, then refresh again.

Room list is missing rooms​

보이는 현상: The room list looks too short or only shows one room type.

해결 방법:

  1. Room Type in the edit modal.
  2. All to remove the filter.
  3. Wait for the list to refresh.

Encode Key opens another room in a multi-room stay​

보이는 현상: You click Encode Key for one room, but another room opens.

해결 방법:

  1. Expand the reservation and click Encode Key on the exact guest row.
  2. the row shows the expected Room Number and confirmation number.
  3. Refresh Command Center and try again.
  4. If it still opens the wrong room, contact support.

Edit or View Guest Bill is missing​

보이는 현상: Edit or View Guest Bill does not appear on the reservation row.

해결 방법:

  1. Go to Settings → Essentials → PMS Integration.

  2. your PMS shows Connected.

  3. Refresh Command Center and check again.

  4. Ask an administrator whether the PMS reports reservation-editing and billing support.

  5. Contact support if the PMS is connected and the actions are still missing.

Command Center에 PMS 복구 카드가 표시됨​

보이는 현상: You see Open PMS settings, a setup message, or a note that the saved PMS credentials were rejected.

해결 방법:

  1. Open PMS settings from the recovery card.
  2. Confirm the active PMS is correct.
  3. Add the missing credentials or update the rejected credentials.
  4. Save your changes.
  5. Return to Command Center and refresh the page.

Out of service 배지가 없음​

보이는 현상: A room has no Out of service or room-condition badge.

해결 방법:

  1. Confirm the reservation has a room number.
  2. Refresh Command Center.
  3. Wait for housekeeping data to finish loading.
  4. Open Housekeeping and check the room there.
  5. Ask an admin to verify Settings → Essentials → PMS Integration.
Partial housekeeping results

If one housekeeping lookup fails, AVA keeps valid room data visible. The affected room can show — until the next successful refresh.

Out of service 작업이 없음​

보이는 현상: You see room badges, but not Take out of service or Restore to service.

해결 방법:

  1. Ask an admin whether your PMS supports room service status updates.
  2. Ask an admin to grant HOUSEKEEPING.WRITE permission if appropriate.
  3. Refresh Command Center after permissions change.

Read-only staff can view room state without mutation actions.

Out of service 업데이트 실패​

보이는 현상: AVA shows an error after you select Take out of service or Restore to service.

해결 방법:

  1. Refresh Command Center.
  2. Check the room's current state in Housekeeping.
  3. Verify your PMS connection is active.
  4. Try the action again.
  5. Contact support if the PMS state does not change.

Still Stuck?​

Contact success@vouch-technologies.com if:

  • ❌ Logs fail to load after a refresh
  • ❌ Reservation details never open
  • ❌ Live sessions do not appear during active check-ins

Helpful to include:

  • Confirmation number or room number
  • Time the issue occurred
  • Screenshot of the Logs page