Reports Summary for Colleges (SCs)
- Aura Hill
Analytics
Running Reports in LibraryH3lp (SCs)
IMPORTANT: Never delete transcripts or metadata
If you think that a transcript or metadata should be deleted (e.g., a test chat, etc), please contact Lauren. If you have any questions about downloading transcripts or metadata, please contact Lauren (lrupert@ocls.ca).
Basic instructions
Log in to the LibraryH3lp Dashboard and select Chat Reports
Choose your report
Select first and last day of the previous period (month, quarter, etc) as your start and end dates
Decide whether or not to include not answered, and if not, select the minimum chat duration for your report
Select the appropriate queue(s), then click generate report
Important changes to reporting
You can now see stats for all of the askON partner libraries’ text visitors. (Previously you could only view statistics for text questions that were submitted to your library’s text number.)
The all_colleges queue used to be used for reporting purposes, but there are no longer any stats or transcripts associated with this queue. It now serves an organizational purpose only; all stats are associated with queues for individual colleges.
Which queues should I select?
You will see a list of queues in the report options, but only some queues are relevant to you:
individual college chat queues: these queues will show up as [college name]; e.g., “centennial” “conestoga” etc. Select whichever chat queues are relevant to your report
Individual college text queues: these queues will show up as txt_[college name]; e.g., “txt_centennial.” Selecting these queues will pull the stats for the text questions that were submitted to askON from the selected colleges.
Individual college proactive queues: stats for questions that come through proactive chat will show up in separate proactive chat queues as [college name]-proactive; e.g., “georgian-proactive”
Individual college learning-portal queue: During the Virtual Help pilot, stats for questions that come from the learning portal can be pulled by selecting each college’s learning-portal queue.
All reports can be run for all colleges or just for your college. You can also decide to look at only texts, only chats, or both. This is easy to set in the queue selection list. Just decide which college(s) you would like stats for, and determine whether you would like to look at chats, texts, or both.
Reports Summary
To get these statistics | Run this report | Select these queues | Note |
Total volume of chats and/or texts from your college | Chats per month | Your college’s chat queue, proactive queue, and text queue. | This report will give you one total per month and one grand total for the period for all questions from your college. The report will also break it down into text vs chat (with one chat total that includes both click-to-chat and proactive) You can also use this report to view the total for all colleges by selecting all of the individual college queues, and you can choose to look at chats, texts, or both combined. |
Volume of questions from your college broken down by chat and text | Chats per queue | Your college’s chat queue, proactive queue, and text queue. | This report will compare the totals for text and chat questions from your college broken down by queue. You can also compare questions from all colleges for chats, texts, or both, by selecting chat and/or text queues for all of the askON colleges. |
Volume of chats and/or texts from all colleges answered by your library staff | Chats per operator | All colleges’ chat queues, proactive queues, and text queues. | To see the total number of questions answered by your college staff, make sure you select all of the individual college chat, proactive, and text queues. Download and analyze results in Excel OR look at “N. Answered” column and manually count totals for your college’s operators. |
Volume of chats and/or texts submitted per hour | Chats per hour | Your college’s chat queue, proactive, and text queue. | This report will break down the chats and/or texts for the selected period by day and time, allowing you to see the busiest times for askON. You can view this for all colleges or just for your college, and for text, chat, or both combined. |
Analyzing results
Results will be displayed in a chart and a table, or you can export the results by clicking Download CSV in the bottom right hand corner of the screen.
TIP: Remove unnecessary columns in the table by clicking on the column header and selecting the arrow that appears, then deselecting the columns you would like to hide