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

189 views   |   3 Vote this question as useful.   0 Vote this question as not useful.   |   Last updated on May 23, 2019    Queues and Traffic

You can see how many active chats your colleagues are handling in the Chat History and Activity tool in LibraryH3lp.

Follow these steps to keep an eye on chat activity during your shifts:

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

84 views   |   0 Vote this question as useful.   0 Vote this question as not useful.   |   Last updated on May 23, 2019    Queues and Traffic

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 I add bold and italics to chat messages?

53 views   |   0 Vote this question as useful.   0 Vote this question as not useful.   |   Last updated on May 27, 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!

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How do I claim a chat when it arrives?

51 views   |   0 Vote this question as useful.   0 Vote this question as not useful.   |   Last updated on May 23, 2019    Queues and Traffic

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

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 contextual information is available about the patron?

45 views   |   0 Vote this question as useful.   0 Vote this question as not useful.   |   Last updated on May 23, 2019    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.

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.

Profile (aka Policy Page)

You can access the patron's institutional policy page by clicking on the queue name.

Timestamp

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

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

44 views   |   0 Vote this question as useful.   0 Vote this question as not useful.   |   Last updated on May 23, 2019    Queues and Traffic

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.).

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What status should I use on my shifts?

43 views   |   0 Vote this question as useful.   0 Vote this question as not useful.   |   Last updated on May 23, 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 end a chat session?

39 views   |   0 Vote this question as useful.   0 Vote this question as not useful.   |   Last updated on May 29, 2019    Ending Session

Before you end a chat session, check-in with the patron to see if they have everything they need.

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 can I change my queue assignments?

39 views   |   0 Vote this question as useful.   0 Vote this question as not useful.   |   Last updated on May 23, 2019    Queues and Traffic

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 create a personal canned message / script?

36 views   |   0 Vote this question as useful.   0 Vote this question as not useful.   |   Last updated on May 23, 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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How can I change my personal preferences?

32 views   |   0 Vote this question as useful.   0 Vote this question as not useful.   |   Last updated on May 23, 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 far 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.

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.

Conference room chat sound and 3mail sound

AskAway doesn't currently use these features, so there's no need to choose a sound.

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.

If you'd like a layout that is more traditional, you may wish to set this to "1 open chat." Once one chat is open, additional new chats that come in will appear under Current Guests. You can click on them to see a preview / send a message / claim, or if someone else claims a call first, it will automatically disappear from the list.

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

31 views   |   0 Vote this question as useful.   0 Vote this question as not useful.   |   Last updated on May 29, 2019    Queues and Traffic

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 do I transfer a chat session?

30 views   |   0 Vote this question as useful.   0 Vote this question as not useful.   |   Last updated on May 29, 2019    Transfers

In LibraryH3lp, follow these steps to transfer a call:

  1. Before you transfer, ask the patron if they would like to be transferred (you can 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 (the button 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
  6. You'll know the chat has been successfully transferred when you see a message that it's been answered (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

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What are guests and contacts?

29 views   |   0 Vote this question as useful.   0 Vote this question as not useful.   |   Last updated on May 23, 2019    Guests and Contacts

In the LibraryH3lp staffing webclient, Guests are patrons and Contacts are your colleagues.

Guests

When a new guest arrives, you'll see them appear under the Current Guests panel on the left-hand side.

Contacts

Currently, AskAway isn't using the feature that connects colleagues with one another, so you can ignore Contacts for now.

Tip

For a cleaner interface, under Guests & Contacts, select "Only show if online." When this is checked off, you'll only see queues and patrons that are currently online. Click the little gear icon beside Guests & Contacts to find this feature.

Selecting only show if online in LibraryH3lp

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How can a student request a transcript of their session?

20 views   |   0 Vote this question as useful.   0 Vote this question as not useful.   |   Last updated on Jun 12, 2019    Transcripts

A student can request a transcript of their chat session at any time by clicking the email icon (envelope 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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