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What are the best practices for picking up new chats?

161 views   |   0 Vote this question as useful.   0 Vote this question as not useful.   |   Last updated on Jan 19, 2022    New Session

 

  • Pick-up patrons as quickly as possible - aim for no more than 60 seconds wait time
    • If the patron is from your institution and is not picked up within 40 seconds, they will roll-up to the general AskAway queue for anyone to pick-up
  • Greet the patron as soon as you pick them up
  • Remember that other libraries have different network speeds and may not see new patrons coming in as quickly as you
  • Communicate in Campfire if you feel something is wrong