QuestionPoint Reports: Librarian and Customer Activity

This gives a rundown of what reports to use for what numbers and where to find them.

Urgent Update: Discontinuing the Collecting and Reporting of Statewide, Descriptive Codes

Effective Friday, 7/1/16, AskUsNow! Admins will discontinue collecting and reporting Descriptive Code data at the Statewide Level.  We are taking this immediate step to focus our efforts on Statistical Sampling as the data collection model that will be most uniformed and aligned to the federal guidelines that all Maryland libraries have to follow starting in July 2016.

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."

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