questionpoint

No Habla Español? Transfer to the Spanish Queue

Learn how to transfer a chat customer to another queue (instead of to a librarian) like the Spanish or After Hours queue.

When a Customer Requests a Transcript From a Previous Session

This guide walks you through the steps of getting a previous transcript re-sent to a customer.

Quality Control: How can we provide it like QuestionPoint and the AskUsNow! Administrators?

In reference to the "Supports the Quality of Service" section of The Responsibilities of the AskUsNow! Liaison, I have received questions about how I (the Liaison) should be reviewing chat sessions.  I have also received questions from AskUsNow! Providers about the criteria used to evaluate the chat sessions. 

QuestionPoint Administrators have graciously shared information about how they provide quality control.

How to Send a Question for Follow-Up to a Non-Maryland Library

Sometimes a session needs follow-up by a non-Maryland library.  You have multiple options!

Using HTML Tags in the Chat Monitor

For chat providers who want to spruce up their chat sessions:

On Behalf of Wren Spangler at QuestionPoint:

 

I've received some questions recently about the html tags that appear in some scripted messages and I'd like to provide some clarification.

Humanity (formerly known as ShiftPlanning): Clocking In and Out

The basic instructions for using Humanity are available here.  

1.  Log into QuestionPoint

2.  On your My QuestionPoint homepage, go to "Quick Links" and click on "Humanity:  Time Clock."

Recap: QuestionPoint Virtual User Community Meeting: Thursday, June 18, 2015

Last Thursday, hundreds of QuestionPoint 24/7 Cooperative members gathered online to learn more about the new QuestionPoint leadership, the latest software updates, and answered questions around the virtual room.

Opening Message

Focused on delivering value:

  • People helping librarians helping people
  • Working cooperatively to lower costs
  • World class quality

Listening to customers to improve QuestionPoint

QuestionPoint Leadership

QuestionPoint Install: Sunday, June 14, 2015

On Sunday morning, 6/14/15, we had our latest QuestionPoint install focused on "refreshing the interface," not revising the functionality, of the QuestionPoint software.

The Interface Refresh includes a new look to the following pages:

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