technical

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:

Descriptive Codes

Effective Friday, 7/1/16, AskUsNow! Admins discontinued collecting and reporting Descriptive Code data at the statewide level.  Chat providers do not need to add in the Descriptive Codes, whether they are the statewide descriptive codes or the generic QuestionPoint codes.  Library partners have the option to add back in the codes for local reporting purposes.  

Freshening up Your Scripts

Initially, your personal scripts may have been set up by you as a new provider. If you find you haven't done much work on them after that, you're not alone! It may be time to revisit your scripts and see if they need a little spring cleaning.  You may want to update the language or re-organize them.

The Chat Monitoring Tool

The online environment can be strangely isolating, yet amazingly active.  While settling in for your chat session, it's interesting and informative to gain a sense of who else is online and what types of questions are being asked at the time.  We can do this through the Chat Monitoring Tool.

Turn Off Your Music While Chatting

music notes

Do you listen to music while working? Julie loves to! Music can get you into a groove and help speed up (and liven up) repetitive tasks!

QuestionPoint Reports: Stats vs. Counts

QuestionPoint had a reports webinar today. Here's some highlights from my notes:

Activity Statistics and Counts of Current Data: What's the difference?

Resolution Codes

A resolution code has to be set for every AskUsNow! chat session. This guide gives you the rundown of what code is used when.

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.

How Do I Change or Add a Customer's Email in QP for Follow-Up (Or Give the Customer a Copy of Their Chat Transcript)?

Did a customer enter an email during the chat session?  When this happens, we need to assure that the customer receives a copy of the chat transcript.  More importantly, if the customer needs follow-up, we will need the email in the right place.  If an email address was given in chat, but not entered when the customer initially asked their question, you will need to change the email in the system. This explains that process.

How Do I Know if a Customer is Mine?

Unsure of which library a customer "belongs" to? Are you not sure where to refer them? If so, this guide is for you.

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