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Training - CS Monitoring (LiteAPI)

Anthony Essberger
Updated

Your guide to using CS Monitoring as found in LiteAPI

Training - CS Monitoring (2).png

Contents

1. Overview

With CS Monitoring in LiteAPI, users can view booking details, just as they can in the Core API (Back Office).

In addition, CS Monitoring allows users to claim a booking and work on it. This means they can investigate and resolve issues such as:

  • Room Mapping Errors (RMERs)
  • Payment issues
  • Cancellation issues
  • Check-in issues

2. Resources & owner

CS Monitoring: https://admin.liteapi.travel/cs-monitoring

Owner: Oussama Tali

3. How to use CS Monitoring

3.1 Logging in

Start by logging in to LiteAPI

  1. Enter your work email address, password, toggle 'Remember this device' and click 'Sign in'.
  2. From your work email address, copy the 6 digit two-factor authentication code and paste it in LiteAPI.
LiteAPI - 2FA.png

3. Once you have successfully logged into LiteAPI, on the left-hand side, scroll down to find CS Monitoring.

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3.2 CS Monitoring

3.3 Search & filter section

Screenshot 2026-07-07 at 17.47.27.png

Key

  1. Choose a Client from the drop down list.
  2. Search - Search for a booking using the booking's Internal ID.
  3. Search button - Review your results.
  4. Search - Search for a booking using Holder (guest's name), hotel, or booking ID.
  5. Booking status - By default, all confirmed bookings are displayed. Select cancelled to only show cancelled bookings.
  6. Check-in date By default, bookings with a check-in date of today are displayed. Select a wider date range if needed.
  7. Escalation - View bookings that have check-in, payment or cancellation issues.
  8. Risk level (All, High, Medium, Low, None) - Only for RMER, filter based on how severe the RMER is.
  9. Check-in escalation - There an escalated check-in message that requires attention.
  10. Assigned - By default, all bookings are displayed. Select Assigned to only show bookings that are currently assigned to a user. Select Unassigned to only show bookings that are currently not assigned to any user.
  11. Room discrepancy - By default, all bookings are displayed. Select Yes to show only bookings that are impacted by RMERs.
  12. Payment issue - By default, all bookings are displayed. Select Yes to show only bookings that are impacted by payment issues.
  13. Cancellation issue - By default, all bookings are displayed. Select Yes to show only bookings that are impacted by cancellation issues.
  14. Priority - By default, all bookings are displayed. Select between 1-10 (1 being the least urgent and 10 being the most urgent). The priority is based on analysis on whether issues have been detected on the booking, including RMER, payment issues and/or cancellation issues.
  15. Claimed by - search for all bookings claimed by a particular user.

3.4 Working on a booking

Let's review booking 13654620 as an example:

3.5 Booking details

Screenshot 2026-07-08 at 15.04.34.png

Key

  1. Back button - Return to CS Monitoring
  2. Booking analyzed - The booking has been analyzed and any issues (RMER, payments, check-ins, cancellations) have been identified and reported on the booking. 
  3. Report check incident - To be used when the provider/guest informs us of any check-in issue.
  4. Claimed by - The name of the colleague that has assigned this booking to themselves.
  5. Booking ID - This is the client's Booking ID, also known as the Client Identifier on CoreAPI.
  6. Internal ID - This is our Booking ID
  7. Provider Booking ID - This is the Provider's Booking ID
  8. Status - The status of the booking, whether confirmed or cancelled
  9. Booking details
  10. Workflow Status - The current status of the booking based on actions of the agent working on the case. The status' include: 
    • Pending Guest Feedback
    • Pending Hotel Feedback
    • Pending Provider Response
    • Awaiting Internal Review
    • In Progress
    • Resolved
Screenshot 2026-07-08 at 17.30.43.png

3.6 Latest Comments 

Next, you will be able to see all latest comments at a glance. In the above example, the ticket was solved. 

Screenshot 2026-07-08 at 17.32.27.png

3.7 Update This Booking

 In this section, you can add new comments and change the status based on the current situation. This will then reflect in the above section, Latest Comments.

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3.8 Payment Information

Screenshot 2026-07-08 at 18.22.14.png

Payment Information - In this section, we can see the total selling price (this matches what the guest sees) of EUR 310.89 as well as the taxes & fees which are included inside of the final selling price. 

 

3.9 Cancellation Policy

Screenshot 2026-07-08 at 18.27.14.png

Cancellation Policy - Here we see the status of the booking, the refundable policy and the cancellation amount. 

4.0 Analysis & Priority

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Analysis & Priority - In this section, we can see the priority level assigned, a summary of the issues identified, whether an escalation is required and for which tags. 

4.1 Room Discrepancy Details

Screenshot 2026-07-08 at 18.34.47.png

Room Discrepancy Details - In this section, we can see:

  • The risk level - Based on high, medium or low risk
  • The mapped room - What the guest is expecting
  • The supplier room - The room type the supplier, property and Nuitee have confirmed
  • Reason - A summary of of the room mismatch (RMER)

4.2 Check-in information

Screenshot 2026-07-08 at 18.39.32.png

Check-in information - In this section, if any check-in instructions have been sent to our Gmail supplier inbox, it will automatically appear under check-in instructions. You will be able to scroll down to the very bottom of the booking page on LiteAPI > CS Monitoring, in order to see any and all emails that have arrived for the booking. 

 

4.2 Additional information

Screenshot 2026-07-10 at 15.06.14.png

All times on LiteAPI are displayed in EET (Eastern European Time) vs CoreAPI (BO) which are shown in Casablanca's timezone (GMT+1).

Key

  1. Agency - Which client/agency the booking is for
  2. State - Whether emails corresponding to this booking have been fetched
  3. Analysis State - Whether the booking has been analyzed on LiteAPI or not
  4. Last Analyzed - At what time the booking was last analyzed
  5. Create At - At what time the booking was made
  6. Updated At - When the workflow status of the booking was updated

4.3 Emails

Screenshot 2026-07-10 at 15.57.20.png

Emails - You can see any emails for this booking that have been sent to suppliers@nuitee.com at the very bottom of the Booking page. Click on the emails to read them. 

Feedback

In case you have any questions or feedback regarding this article, please send an email to Anthony Essberger on a.essberger@nuitee.com 

Article created on Tuesday 7th July, 2026

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

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