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How can I see how many active chats my colleagues are currently handling?

566 views   |   3 Vote this question as useful.   0 Vote this question as not useful.   |   Last updated on Mar 03, 2020    Traffic

There are two ways you can see how many active chats your colleagues are handling in LibraryH3lp: the Current Chats status board and the Chat History and Activity tool. It's up to you which tool you prefer to use on your shifts.

1) Current Chats status board

You can access this tool from the AskAway staff homepage (under "Key links for your shift"). You will need to be logged into the website to access the link. Open this tool at the beginning of each shift and use it to manage traffic and balance the workload with your colleagues.

2) Chat History and Activity tool

This tool is available in the LibraryH3lp webclient. Follow these steps to keep an eye on individual chat sessions during your shift:

  1. Navigate to the Chat History tool in the far left navigation menu
  2. Select the "Explore: day by day" radio button
  3. Click the "Today" button to see chat history and activity for the current day
  4. You'll now see a list of all chat activity for the current day
  5. Any calls with no information in the "Duration" field are still active
    • The "Queue" field tells you which institution the patron is from
    • The "Operator" field tells you who is currently handling or handled a call
  6. Pop-out the Chat History and Activity tool into a new browser tab by clicking the pop-out icon in the top left
    • This will allow you to keep an eye on chat activity during your shift in one tab and continue to work with patrons in another
  7. Click the refresh button (far left button with two arrows) to refresh the table periodically

Example

This is an example of what you'll see in the chat history and activity tool during your shift:

How to use the chat history and activity tool in LibraryH3lp

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How can I work more efficiently with multiple patrons in LibraryH3lp?

367 views   |   0 Vote this question as useful.   0 Vote this question as not useful.   |   Last updated on Jan 29, 2020    Traffic Patron Information Preferences

There are several tools available in LibraryH3lp to help you work more efficiently with multiple patrons.

See how many active chats your colleagues are handling

See the FAQ "How can I see how many active chats my colleagues are currently handling?"

Customize your chats layout

You can decide how you would like to layout your chats:

  1. Navigate to the Preferences tool in the far left menu
  2. See the "Automatically arrange and size chat windows" preference
    • If you turn this on, new chats will be automatically resized
    • If you turn this off, you can resize new chats as desired (this option can be more time consuming)
  3. If you have this feature turned on, see the "Automatically expand new chats until I have..."
    • This feature allows you to choose how many chat boxes you would like to pop-up automatically as new chats come in
    • After the threshold is reached, new chats will arrive minimized in your Current Guests list and you can click to open the chat preview and claim the chat (note: if another service provider claims the new chat before you pop it open, the chat will disappear from your Current Guests list)
    • Suggestion: For a more familiar layout, you may wish to set this to "1" but be sure keep an eye on new calls coming in as they will show up in the left-hand Current Guests list. You may also want to try setting this to "2" or "4" to see if that makes your workflow more comfortable and efficient.

This feature can be hard to explain in words, so the best idea is to test it yourself on your shifts and see which layout you like best!

View the patron's status

The icons beside the guest's ID help you understand what's happening on the patron's end:

  • Green icon: the patron is online
  • Black icon: the patron is offline
  • Red circle with a number: the patron has sent a message (and number of messages they've sent)
  • Arrow in the circle: you've minimized this chat

Update the Guest Nickname

The Guest ID / nickname (e.g. "Guest JDBB") can be edited. If you'd like, you can edit this guest ID to give the guest a nickname to provide better context and help you keep track of different questions when you're handling multiple patrons. For example, you could change it to a short description of the topic or the type of question (e.g. APA citation). Any changes you make to the guest's nickname will not be reflected or stored in the session metadata.

To edit the nickname, hover over the guest ID in your Current Guests list and then click the pencil icon.

This short screencast (30 sec / no audio) shows you how to update the nickname.

Minimize chats

You can minimize an open chat by clicking the arrow button > in the top right corner of your chat. This will minimize the chat to your current guests list. Minimized chats will have an arrow in the patron status icon. You'll see a notification if the patron sends another message.

Minimizing chats can be helpful to clear up your workspace if you have a chat that you're pretty sure is finished but you want to keep open for a few more minutes in case the patron returns.

Highlight chats

You can highlight a chat by clicking the star button in the top right corner of your chat. Highlighting a chat will help draw your attention to it for any number of reasons.

Do you have any other tips for working with multiple patrons in LibraryH3lp? Let us know!

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How do I create a personal canned message / script?

347 views   |   0 Vote this question as useful.   0 Vote this question as not useful.   |   Last updated on Jul 15, 2019    Scripts

Creating a personal script in LibraryH3lp is easy!

Follow these steps to create your own personal canned message:

  1. In the LibraryH3lp staffing webclient, navigate to the Canned Messages area (the pencil icon in the far left navigation menu)
  2. Click the "+" button in the top right corner to add your own script
  3. Enter your script content
    • If you include a URL in your script, there's no need to add html tags, as it will be formatted as a clickable link on the patron's end
  4. Click OK and your new script is ready to use

Tip

Create a personal canned message with your first name in it, so that you can quickly send a personalized welcome message to claim a chat.

Example personal welcome script: "Hi this is Sadie. Welcome to AskAway. How can I help you?"

When a new call comes in, simply type your name to bring up the script using the type-ahead feature, send this script, and quickly claim the call.

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What contextual information is available about the patron?

304 views   |   1 Vote this question as useful.   0 Vote this question as not useful.   |   Last updated on Jan 16, 2020    Patron Information

When you've claimed a patron, there is contextual information available that can help you work with them more efficiently.

You can view and access this information in the top left corner of the chat.

Queue and Queue Avatar

You'll see the name of the patron's queue / institution.

The queue avatar (the small box with the institutional acronym) is a nice visual cue that also tells you which institution they're from.

Page

This link is the referring URL, the page the patron was on when they initiated the chat. You can click this link to navigate to the page.

Guest IP

The patron's IP address is visible to you but is not stored. Please don't copy or share the IP address as this can be personally identifiable information.

Guest ID / Nickname

The Guest ID / nickname (e.g. "Guest KAZM" in the example above) can be edited. If you'd like, you can edit this guest ID to give the guest a nickname to provide better context and help you keep track of different questions when you're handling multiple patrons. For example, you could change it to a short description of the topic or the type of question (e.g. APA citation). Any changes you make to the guest's nickname will not be reflected or stored in the session metadata.

To edit the nickname, hover over the guest ID in your Current Guests list and then click the pencil icon.

Profile (aka Policy Page)

You can access the patron's institutional policy page by clicking on the queue name. Links to policy pages are also available on the AskAway staff website Policy Pages page.

Timestamp

You can see the time the patron initiated chat. This is represented in Pacific Time.

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How do I end a chat session?

299 views   |   1 Vote this question as useful.   0 Vote this question as not useful.   |   Last updated on Aug 13, 2019    Ending Session

Before you end a chat session, make sure the patron has enough information to get started or that you've made an appropriate referral. Ask if they'd like any additional help with their original question or if they have any other questions before closing.

If the patron is not responding and you think they may have left the chat accidentally, you can keep the call open. If they return, they will be reconnected directly to you. But, if your shift is over and they haven't returned, make sure to end the session. If they return after you've logged out for the day, they'll be reconnected to the queues.

When you're ready to end the call, follow these steps:

  1. Send the patron the Close - Goodbye script
    • This will let them know they can request a transcript, fill out a survey, and clear the chat history
  2. Tag the chat session
    • ​Adding descriptive tags helps the service and institutions track what kind of questions patrons are asking when they visit us
    • At a minimum, apply at least one primary tag to each call
    • If you close the chat before adding tags, a reminder will pop-up asking if you'd like to add any tags
  3. Click the X (end chat) button in the top right of the chat session window to close the call
  4. If you add tags at this point, you'll need to click the X again to close the session

Note: If the patron happens to still be online with their chat box open, they will appear under your Recent Guests list. There's nothing you need to do with Recent Guests. Once the patron closes the chat window, they will vanish from this list. If they come back online with a question after you've logged out, they will be reconnected to the queues.

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How do I transfer a chat session?

286 views   |   0 Vote this question as useful.   0 Vote this question as not useful.   |   Last updated on Jan 28, 2020    Transfers Traffic

In LibraryH3lp, follow these steps to transfer a call to another service provider:

  1. Before you transfer, ask the patron if they would like to be transferred (you may wish to use the Chat - Transfer script)
  2. Ask in Campfire to see if one of your colleagues can take a transfer
  3. When you're ready to transfer, click the transfer button in the toolbar above the typing area (the icon with two arrows)
  4. In the box that pops-up, select to transfer the chat to "users" and in the drop-down select the service provider you are transferring to and click "Ok"
  5. Back in the chat session, you will see a message that the call is being transferred
    • Note: If you send a message to the patron while the transfer is in progress, you will re-claim the chat and the service provider on the other end will not be able to respond to the patron
  6. Wait until you see a message that the chat has been successfully transferred (e.g. answered by bceln-sadie-p) and the chat background greys out
  7. Once the transfer has been picked up by your colleague, you can close the chat on your end by clicking the "X" button in the top right

Note: You can add tags before transferring or when you close the transferred chat and these will be captured in the session data.

This short screencast (1min 30 sec / no audio) shows you how to transfer a chat to another service provider.

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Which staffing assignments should I choose when I login for my shift? 

279 views   |   0 Vote this question as useful.   0 Vote this question as not useful.   |   Last updated on Jul 15, 2019    Status Queues

When you login for your AskAway shift, choose the following staffing assignments:

Queues

  • Select the askaway queue (this is the general AskAway queue)
  • Select your institutional queue

Auto Logout

By default this is set to Never but you may wish to select an auto-logout on a timer or a clock.

If you choose an auto-logout option, make sure you're not staying logged in too long after your shift and leaving your workstation as this may be confusing to your colleagues. If you choose an auto-logout option, you'll be notified one minute before you're logged out and will have the option to stay logged in.

Set me as

Always set yourself to Available when you're logging on for your shift.

Example

Your staffing assignments will look like this (note: bceln is the institutional queue in this example):

How to choose staffing assignments for your AskAway shift

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How can a student request a transcript of their session?

261 views   |   0 Vote this question as useful.   0 Vote this question as not useful.   |   Last updated on Jul 15, 2019    Privacy Transcripts Patron Information

A student can request a transcript of their chat session at any time by clicking the email icon on the chat box and entering their email address. The transcript will be emailed to them immediately and will include the conversation up until the point they requested the transcript. They do not have to wait until the end of the session to request a transcript.

Click the email icon in the chat box to request a transcript

AskAway is anonymous to protect patron privacy, and if the patron enters their email address to request a transcript, this email address is never stored.

Can I send a patron a copy of their transcript?

The short answer is no.

As AskAway is anonymous, we don't ask patrons for identifying information such as email address, student ID, etc. Instead, you can direct the patron to the email icon in their chat box, and they can request a transcript on their end.

If a patron asks for a transcript from an earlier session to be re-sent, we have no way of verifying the identity of the person asking, so re-sending the transcript violates the patron's privacy.

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How can I change my personal preferences?

246 views   |   0 Vote this question as useful.   0 Vote this question as not useful.   |   Last updated on Sep 26, 2019    Preferences

In LibraryH3lp, you have several options to customize how you work with patrons.

To manage your preferences, navigate to the Preferences area in the staffing webclient (gear icon in the left navigation menu).

Hover over the ? icon to the right of each preference to learn what it does.

You can adjust your preferences as you're staffing and they will take effect immediately. Most of these settings (other than Auto Busy) are a matter of personal preference and you're encouraged to play around and see what settings you find most comfortable on your shifts.

See below for more detail on preferences of note.

New chat sound

This is the sound that you'll hear when a new patron comes in and when a new message is sent by the patron. You can choose any sound you like, but please choose a sound (rather than none) as audio is generally faster than visual notifications and will ensure patrons are picked up promptly.

Chat message sound

This is the sound you'll hear when one of your existing patrons sends a new message. You may wish to choose a sound that is different from new chat sound, so you can differentiate between the two. Or, you may wish to set this to "none." If you turn off this sound, please keep an eye on visual notifications to see when a patron has sent you a new message.

Enable type-ahead for canned messages

If you find the autocomplete feature for canned messages distracting, you can deselect this preference. If you turn this feature off, you can still access scripts by clicking on the canned messages icon above the typing area and choosing from a list.

Automatically arrange and size chat windows / Automatically expand new chats until I have...

This will control how many chats automatically expand and show a preview of the chat when they first come in.

Suggestion: For a more familiar layout, you may wish to set this to "1" but be sure keep an eye on new calls coming in as they will show up in the left-hand Current Guests list. You may also want to try setting this to "2" or "4" to see if that makes your workflow more comfortable and efficient.

See also "How can I work more efficiently with multiple patrons in LibraryH3lp?"

Automatically set me to 'Busy' after this many open chats

This has been set to 99 for all service providers, which means it's ineffectual.

Note: Please leave this at 99. If it's set to another number, please set it to a very high number (e.g. above 20). The reason it's set to such a high number is because if service providers are automatically set to Busy during their shifts, this puts a burden on other colleagues to pick up new calls. Additionally, if all service providers on a shift are set to Busy, this will close the service.

Nickname

Please leave this as is.

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How do I send a file, image, or screenshot?

238 views   |   0 Vote this question as useful.   0 Vote this question as not useful.   |   Last updated on May 28, 2020    Screenshots Files

General notes
Send a file using the file button
Send a screenshot using the snapshot sharing tool
Send a file or screenshot using drag and drop, keyboard shortcuts, etc.

Image resolution

Why are some screenshots dark / unreadable in Chrome?
Why does text copied from a document sometimes go through as an image?

 

General notes on sending files and images

In LibraryH3lp, there are several ways you can send files and screenshots to patrons.

Notes: Please don't send full text articles and other licensed resources. On AskAway, we have no way of verifying a patron's institutional affiliation and we want to respect licensing agreements.

When you're sharing files and snapshots, be mindful that you aren't sending any personal information or information you wouldn't want them to see.

Any files or images you send to the patron will not be included in the transcript they request. For this reason, you may wish to encourage the student to download and save any images they might use later.
 

Send a file using the file button

You can send a file to the patron by using the "send a file" button (file attachment icon above the typing area). Once you've clicked this, you can upload a file from your computer. Files sent to the patron will appear as a link on their end and clicking the link will start a download of the file.

Files of any type can be sent and each file can be a maximum of 20 MB.
 

Send a screenshot using the snapshot sharing tool

You can edit and send a screenshot to the patron by using the "share snapshots" tool (lens icon above the typing area):

  1. Click the tool to get started
  2. There are 3 ways to upload an image: copy (Ctrl-c) and paste (Ctrl-v), choose a file from your computer, drag and drop
  3. Once you've uploaded the image, you can send as is to the patron by clicking "Send Snapshot to Guest" or you can "Edit Snapshot"
  4. There are many options for editing your snapshot! You can add text, highlights, crop, etc.
  5. When your snapshot is ready, you can Save to your computer (if you think you might use it again in future) and/or you can go ahead and send it to the patron by clicking "Send to Guest"
  6. A message will notify you when the snapshot has been sent
  7. Exit the snapshot tool to return to your conversation with the patron

On the patron's end, the snapshot will show as a thumbnail, which they can click to open full size.

On your end, you'll see a link to the snapshot and can choose to either show or hide the image in your chat history (note: this will not affect what the patron sees).
 

Send a file or screenshot using drag and drop, keyboard shortcuts, etc.

You don't need to use the above tools to send a file or screenshot. Here are some of the ways you can quickly send a file or screenshot to the patron:

  • Drag and drop into the typing area
  • Copy (Ctrl-c) and Paste (Ctrl-v) into the typing area
  • Use the Print Screen shortcut and paste into the typing area

When you use the above methods with an image, you'll have the option to edit (using LibraryH3lp's snapshot editing tool) before sending to the patron.

Have you found another method to send files or snapshots? Let us know!
 

Image resolution

If you use LibraryH3lp's built-in screenshot sharing tool to edit your screenshot, you'll likely see a system message that says "This image was resized to fit the space available. Use Undo to go back to original size." If your image has small text that may be difficult to read at a lower resolution, click the "UNDO" button on the left-hand side of the editing tool and then proceed with editing and sharing the full size image.

Once you've sent the image to the patron, you may wish to check the resolution. To see the image you've sent, click the "SHOW IMAGE" button in your chat to open the thumbnail and then click the thumbnail to view the image in a new tab.

You can also ask the patron if the image has come through clearly on their end. On the patron's end, they'll receive a thumbnail of the image that they can click to open full size in a new tab.

This short screencast (1min 23sec - no audio) shows you how to use the screenshot editing tool and how to undo the automatic image resizing.
 

Why are some screenshots dark / unreadable in Chrome?

If you or the patron are viewing screenshots in Chrome and if the screenshot is a transparent image (i.e. an image with no background), the image may appear dark and unreadable. This happens because in Chrome, the default background color for images shown in a tab is black and if the image contains black text, you're seeing black text on a black background.

When you're sending screenshots to a patron, always check-in to make sure they can read it. If they're having trouble seeing it and they're using Chrome, suggest they open it in another browser (i.e. Firefox) or that they download the image and view it on their desktop. If you're having trouble viewing an image the patron has sent you, try opening it in another browser such as Firefox.
 

Why does text copied from a document sometimes go through as an image?

This is an odd issue that can be replicated when text is copied from a Word document on a Mac and pasted into chat in Chrome. It looks like what's happening is Mac Word is placing multiple representations of the copied data onto the clipboard and Chrome is choosing to send the image version instead of the text version.

To workaround this issue, use Ctrl-Shift-V to paste the text OR right-click and use "Paste and Match Style" when pasting your text into chat. If a patron is having this issue, recommend they try the same.

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How do I customize sound and visual notifications?

234 views   |   0 Vote this question as useful.   0 Vote this question as not useful.   |   Last updated on Sep 16, 2019    Patron Information Preferences

In LibraryH3lp, there are several options for customizing your sound and visual notifications.

To set sound and visual notifications, navigate to the Preferences area of the staffing webclient (look for the gear icon in the left-hand menu).

Sound notifications

New chat sound

This is the sound you'll hear when a new chat arrives.

It's strongly recommended that you select a sound that will grab your attention, as new calls should be picked up as quickly as possible.

Chat message sound

This is the sound that you'll hear when you receive a new message from a chat that you've already claimed.

You may wish to choose a sound notification that's different from the new chat sound, so that you can distinguish between the two. You may also wish to set this to "none." If you set this to "none," keep a close eye on your chats to see when a patron has responded so that you can read their message and reply promptly. When a patron responds, you should see a red circle beside their guest ID with the number of new messages they've sent. For an extra visual cue, you can also enable desktop notifications (see below).

In your LibraryH3lp Preferences, click the drop-down to select from a list of sounds.

Visual / desktop notifications

In addition to sound notifications, you can also set your preferences for visual notifications. If you turn on visual notifications, you can select to have them close after a set number of seconds (available in Chrome only).

Setting visual notifications will be especially helpful if you've turned off the chat message sound notification.

In your LibraryH3lp Preferences, scroll to the bottom of the page and configure your desktop notifications.

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How do I claim a chat when it arrives?

230 views   |   0 Vote this question as useful.   0 Vote this question as not useful.   |   Last updated on Jul 15, 2019    Traffic New Session

In LibraryH3lp, the first service provider who sends a message to the patron claims the chat.

If someone else claims the chat first, you will see a message telling you who claimed it and the chat preview will grey out. If someone else has claimed the chat before you, you can safely close it on your end.

Tip

You can quickly send a message to a new patron by using the type-ahead canned messages feature to bring up and send the welcome script.

If you create a personal canned message with your first name in it, you can quickly send a canned message by typing in your name and bringing up your personal welcome script and sending it to the patron.

Example personal canned welcome message: "Hi this is Sadie. Welcome to AskAway. How can I help you?"

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What status should I use on my shifts?

221 views   |   0 Vote this question as useful.   0 Vote this question as not useful.   |   Last updated on Jul 15, 2019    Status

In the top right corner of the staff chat client, you'll see a drop-down list where you can set your status.

Your colleagues will see your status if they hover over the Queue status. Patrons will not see your individual status but the status you select may affect the status of the queues. For example, if everyone sets their status to Busy, this will close the service.

Available: In general, set your status to Available when you're staffing AskAway.

Busy: In general, don't use the Busy status on your shifts. If you set yourself to Busy, you will not see incoming chats and this puts the burden on your colleagues to pick up new calls.

Only set your status to Busy to hop out of the queues at the end of your shift / end of the night. When you set yourself to Busy, you won't receive any new calls but you can continue with and wrap up active calls. If everyone staffing AskAway sets their status to Busy, this will close the service. If you use the Busy status to hop out of the queues, remember to Logout when you've closed all of your calls.

Away: If you have no active calls, you have the choice to set yourself to Away if you need to step away for a minute or two during your shift. Always let your colleagues in Campfire know that you're stepping away and remember to set yourself back to Available when you return.

No more than one service provider should set themselves to Away on a shift if they need to step away. If everyone on shift sets themselves to Away, this will close the service.

Free for Chat: You have the choice to use this status if you would like to signal to your colleagues that they can leave a call or two for you to pick up. Remember to set yourself back to Available when appropriate.

Extended Away: AskAway is not currently using this status.

Logout: When you've wrapped up all your calls and your shift is over, logout.

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How do I hop out of the queues?

215 views   |   0 Vote this question as useful.   0 Vote this question as not useful.   |   Last updated on Sep 13, 2019    Ending Session Status Queues

When the service is closing for the day, many service providers like to do what's called "hopping out of the queues." This allows you to wrap-up any active calls while closing the service so new calls don't come in.

You can also hop out of the queues at the end of your shifts more generally (i.e. not the closing shift) to wrap-up any active calls without being distracted by new ones. When doing so, please make sure other service providers have arrived for the next shift so that the queues remain open.

Note: When you're hopping out of the queues, please do so on the hour (i.e. when your shift ends or when the service closes). We don't want to close the service early.

Follow these steps to hop out of the queues:

  1. In the top-right status drop-down in the webclient, set your status to "Busy"
    • When you set yourself to Busy, you won't receive any new calls but you can continue with and wrap-up active calls
  2. If everyone staffing AskAway sets their status to Busy, this will close the service
  3. When you've wrapped up all of your calls, don't forget to Logout!
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What are some tips for working with patrons who return to say thanks after the chat was closed?

211 views   |   0 Vote this question as useful.   0 Vote this question as not useful.   |   Last updated on Nov 26, 2019    Ending Session New Session

On your shift, you may sometimes receive a new incoming chat that says something like "Thanks for your help!" or "Bye, have a nice day!"

What's happening?

What's happening here is the patron was previously chatting on AskAway, and this earlier chat was closed on the service provider's end (likely because the conversation ended and the patron said they had all they needed, or the service provider hadn't heard from the patron in a while).

How can I handle these chats smoothly?

When these calls come in, it's best practice to pick them up and send some sort of message to the patron, even if they are just saying thanks or goodbye.

If the patron goes offline, send a short message to let them know they can come back if they have more questions. Even if they're offline, they'll still receive the message if they return:

  • "If you need further assistance, please start a new chat and someone will be happy to help."

If the patron is still online, you could send them a short message to confirm they have all they need:

  • "Is there anything else I can help you with?"

If they say "no," then you could send the first message above, letting them know they can start a new chat later if needed. If they say "yes," then you can continue the chat.

The message you send to the patron is up to you and will depend on the context (e.g. what exactly did the patron say? were you chatting with this patron earlier or was someone else?). In general, try to send some sort of message to the patron, either asking if they need further help or letting them know they can come back later if needed.

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How can I add bold and italics to chat messages?

207 views   |   0 Vote this question as useful.   0 Vote this question as not useful.   |   Last updated on Sep 26, 2019    Citation Questions

In LibraryH3lp, you can add bold and italics to messages you send to patrons. This can be especially helpful when sending example citations.

To send bold text, surround the text with asterisks: *this will be bold* will display as this will be bold

To send italics, surround the text with underscores: _show me the italics!_ will display as show me the italics!

Note: This will also work for patrons sending you messages. But, if a patron simply copies and pastes formatted text into chat and sends, it will not retain its formatting.

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How can I see who is staffing AskAway on my shift?

202 views   |   0 Vote this question as useful.   0 Vote this question as not useful.   |   Last updated on Jul 15, 2019    Traffic Queues

In LibraryH3lp, you can see who is currently staffing the service by hovering over the askaway queue status (the green circle to the left of the queue).

This will show you who is staffing the general AskAway queue and what their status is (e.g. available, feeling chatty, away, etc.).

See also "How can I see how many active chats my colleagues are currently handling?"

 

 

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Will I see new calls from my institution before my colleagues see them?

190 views   |   1 Vote this question as useful.   0 Vote this question as not useful.   |   Last updated on Jul 15, 2019    Queues

The short answer is yes!

When you staff AskAway in LibraryH3lp, you will select and staff the following two queues:

  • askaway: this is the general AskAway queue
  • institutional queue (e.g. viu)

Staffing your institutional queue allows you to see and claim patrons from your library before your AskAway colleagues see them. If you don't pick up the patron within 40 seconds, the call will drop into the general AskAway queue for everyone to see and for anyone to claim.

If no one from a patron's institution is currently staffing, their call will be directed to the general AskAway queue.

LibraryH3lp calls this set-up home-team first with a simple time-triggered rollover.

Tip

A reminder that the home-team first set-up means that you might not see all incoming calls and your colleagues might be busier than you think. Keep an eye on the Chat History & Activity tool in LibraryH3lp to see how busy your colleagues are and use Campfire to communicate and manage traffic. For example, if you see that your colleague has four chats on the go and you have none, you could offer in Campfire to take one. And vice versa!

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How can I see and change the queues I'm staffing?

181 views   |   0 Vote this question as useful.   0 Vote this question as not useful.   |   Last updated on Jul 15, 2019    Queues

In the LibraryH3lp staffing webclient, you can change which queues your staffing in the "I'm Staffing" tab.

Click "I'm Staffing" and select or deselect queues as needed. 

LibraryH3lp I'm Staffing

When you're done selecting your queue assignments, click Guests & Contacts to return to the Guests & Contacts view so that you can work with patrons.

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How do I add descriptive tags to a session?

171 views   |   0 Vote this question as useful.   0 Vote this question as not useful.   |   Last updated on Oct 15, 2019    Descriptive Tags

You can add descriptive tags during and/or at the end of your chat session by following these steps:

  1. Click the "tag chat" button (flag icon above the typing area)
  2. Select the tag from the drop-down list. You can also start typing to search and filter the list.
  3. At a minimum, you should apply at least one Primary descriptive tag to each chat session
    • Primary tags: Circulation, Citation, Directional, eResources Access, Inappropriate / Prank, Ready Reference, Research, Technical
    • Note: Don't use the Follow-up tag as this is for follow-up via email, a feature AskAway doesn't currently use
  4. You can add additional tags as needed (for the time being, please add up to a maximum of four tags per session)
  5. If you selected a tag by accident, click the "x" button to remove the tag
  6. Once you're happy with your selection, click the OK button
  7. If you'd like to add additional tags later in the session, you can do so at any time

See the AskAway website Descriptive Tags page for more information on why these tags are important and how they are defined. 

Note: If you claim a new incoming chat at the exact same time as another service provider but they end up with the call, you may be asked to tag the chat before closing the chat window on your end. If this happens, leave it up to the responding service provider to add tags as they will have a better idea what type of help the patron received.

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