Xivea AI Hospitality: Dashboard Guide

Formerly EVA

Use the Xivea AI Hospitality dashboard to understand guest call activity, review how calls are handled, and identify opportunities to improve your property’s responses and service workflows. This guide is for hotel operations teams, front desk managers, and administrators who review the service.

Xivea AI Hospitality is 14IP’s AI voice assistant built for hotels. It answers internal guest and external calls, uses property-specific information to respond to routine questions, and transfers callers when staff assistance is needed. Depending on the property’s configuration and integrations, it can also send follow-up information by SMS and create service requests in connected hospitality systems.

You may still see EVA in some portal labels, reports, or URLs during the transition to Xivea AI Hospitality.

Sign in and open the dashboard

1. Go to the 14IP Portal and sign in with your 14IP account. Complete any additional verification requested by the sign-in screen.

2. Open Products and Services in the portal navigation.

3. Select Xivea AI Hospitality (EVA) Dashboard.

4. Confirm that the Xivea AI Hospitality Dashboard opens, then choose the location and reporting period you want to review.

Figure 1. Open Products and Services and select Xivea AI Hospitality (EVA) Dashboard.

You can also use the direct Xivea AI Hospitality dashboard link. Authentication is required.

If the menu item or your property’s location is unavailable, ask your organization’s portal administrator or 14IP support to check your access. A portal login alone does not establish which properties you are authorized to view.

Choose the reporting scope

• Locations: Choose the property or properties you want to analyze. All Locations provides a combined view of locations available to your account.

• From and To: Set the start and end dates for the reporting period.

• Call Type: Use the available call-type filter to review internal guest calls, external calls, or all calls.

Confirm the selected locations, dates, and call type before comparing results or sharing a report. Compare like-for-like periods and property selections so changes in traffic are not confused with changes in performance.

Figure 2. Current dashboard controls and summary metrics. This view has no results for the selected period; values and appearance depend on your selected scope and portal theme.

Understand the summary metrics

• Total Calls: Total received calls, with internal and external call categories shown in the summary.

• Call Reduction: The percentage of calls not transferred to the operator queue. Use this to understand how much call traffic is kept away from that queue.

• Containment: The percentage of calls handled by the agent without a transfer. Use this to assess how often the assistant completes a call without handing it to another destination.

• Agent Answered Calls: Total calls answered by the AI agent.

• Overflowed / Dropped: Calls classified as overflowed or dropped. Review this alongside call volume and concurrency when investigating capacity or routing.

• Installed Guest Agents: The number of installed agents reported for the selected scope.

Call Reduction and Containment measure different outcomes. A call transferred to a department other than the operator queue may contribute to call reduction while not being contained. Do not treat the two percentages as interchangeable or add them together.

Explore the dashboard tabs

Calling Length Data

Review Total Call Length in hours, Average Call Length in seconds, and Call volume by location hour. Use these views to identify busy periods and changes in how long conversations take.

Figure 3. Example from the product materials showing call length and hourly call volume. The former EVA labels remain visible in this example; your current dashboard may use updated wording.

Concurrent Calls

Concurrent Agent Calls by Location shows the maximum concurrent agents at a point during the day. The view also includes a Concurrent Calls Burst Flag and Concurrent Call Bandings. Review peaks against installed agents and overflow activity when discussing capacity with 14IP. Availability and handling of additional call capacity depend on the property’s service configuration.

Interactions

Review the dashboard’s top-20 lists for Transfer Queues, SMS Delivery, Unrecognized Utterances, Handoff Reasons, and matched topics. These lists help identify common questions, frequently used transfer destinations, and topics that may need clearer property information.

Request Tickets

Review the total number of service tickets created and the displayed request topics. Ticket reporting depends on the connected hospitality workflow and available data. For example, a property using a supported HotSOS integration can use this view to identify recurring housekeeping or maintenance requests.

CSAT’s

Review guest satisfaction categories such as Satisfied, Neutral, and Dissatisfied, together with the % would enjoy calling again view. Interpret feedback alongside the volume of available responses and the related conversations; a score alone does not explain the reason for a guest’s experience.

Review call transcripts

1. From the dashboard, select Call Transcripts.

2. Confirm the hospitality call-record view and the selected time range. Some screens may still use the EVA CDRs label.

3. Use the time selection and available filters to locate the relevant calls.

4. Review the call’s time, location, origin, duration, handoff destination or reason, SMS topics, and transcript information where available.

Use transcripts to understand what the caller asked, how the assistant responded, and why a call was transferred. When an answer needs correction, note the property, call date and time, topic, and intended response so the team can investigate the right interaction.

Call records may contain guest information. Share transcripts and downloaded records only with colleagues authorized to review them.

Export data and schedule reports

Export Data

Select Export Data to open the dedicated export view. Confirm its location and date selections before using the export controls available to your account. The call-record view also provides a Download control for its results.

Scheduled Reports

1. Select Scheduled Reports from the dashboard.

2. Select Add to configure a report subscription.

3. Enter the recipient’s Contact Name and Email.

4. Choose a Report Type: Call Transcripts, Service Solution, or Statistics.

5. Choose a Frequency: Daily, Weekly, or Monthly.

6. Check the recipient, report type, and frequency, then select Add.

Figure 4. The Add Scheduled Report form. Choose the report type and frequency, then enter an authorized recipient before adding the subscription.

Use recipients who are authorized to receive the selected report, particularly reports containing call transcripts. Review existing subscriptions in Scheduled Reports when reporting needs change.

A practical review routine

1. Check demand: Review total calls and hourly patterns for your selected property and period.

2. Check outcomes: Compare call reduction, containment, and overflow activity. Investigate changes before drawing conclusions from a single metric.

3. Find repeat topics: Review interactions and request tickets for common questions or recurring service needs.

4. Read examples: Use transcripts to understand unexpected responses or repeated handoffs.

5. Request improvements: Send the relevant call details and updated property information to the appropriate 14IP team, then review later activity to assess the result.

Changes to hotel hours, amenities, policies, transfer destinations, or approved answers should be supplied to the team maintaining your property’s configuration. Reviewing a transcript does not itself change the assistant’s knowledge or routing.

About the hospitality solution

Xivea AI Hospitality supports natural conversations and multilingual guest assistance. It can answer common questions about Wi-Fi, breakfast, amenities, hotel services, and check-in or check-out information. It can route calls to the appropriate staff destination when a person is needed.

The solution works with Evolution Voice and ComXchange, with connectivity options for other hotel phone systems. Supported integrations can extend the service to guest requests, service tasks, guest context, and booking-related workflows. The features available at a property depend on its configured integrations and deployment; a PMS integration is not required for every use case.

Learn more about the Xivea AI Hospitality solution.

Get help

For Xivea AI Hospitality technical support, use the hospitality technical support request form. Include the property, affected date and time, the relevant dashboard view or call details, and a description of the issue. For an implementation that has not gone live, work with your assigned project team.