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

166 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!