technical

QuestionPoint Reports: Chat Sessions Requested and Accepted at Your Library

This guide will assist you in how to find the standard monthly stats for your institution's librarians (Chats Sessions Accepted) and customer activity (Chat Sessions Requested). Short video included.

QuestionPoint Reports: Librarian and Customer Activity

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

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.

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.

Qwidget from the Customer and Librarian Viewpoints

Teaching a provider about qwidgets? See the attachments at the bottom of the page.

Have you had a chance to see the qwidget in action?  The qwidget is located on numerous webpages on MD library websites.

Here is an example of the Pratt Library’s qwidget on its Databases webpage, http://www.prattlibrary.org/research/database/index.aspx:

Creating Librarian Accounts in QuestionPoint

The 1:35 minute video below explains how AUN admins and liaisons can create QuestionPoint logins for their staff members.

NOTE: It is very important to DISABLE access to special partners like NOAA and MD NonProfits.

Choosing Queues - How to Decide

Whether you're an academic or public library provider, you can log onto chat in two ways :

Is it always this slow? (I'm not getting any customers!)

Local Maryland public and/or academic queues may be slow at times, especially during any term breaks and holidays.  It may be, however, that the hour you are covering just happens to be low in traffic.  If you find that you're constantly logging in during a slow hour and would like to get back into action, where what you can do:

Policy Pages: Please Create, Revise and Update with Relevant and In-Demand Information

 

A policy page is a form filled out by the local institution that is available to librarians helping your customers through the QuestionPoint software.  These pages are designed to help Collaborative members better help your customers.  This page will tell you how to edit and view these pages within QuestionPoint.

Syndicate content