How to view transcripts and metadata for current and previous chats

Procedures

Review chat history at the beginning of every shift to...

• Get a sense of how busy the service has been so far that day

• Take a snapshot of the service in the moment

  • How busy is the service?

  • Are there new or active chats that need to be transferred?

  • Keep an eye out for texts that have gone unanswered (notify Lauren)

Keep an eye on history throughout your shift to keep track of how busy the service is and balance chats with your colleague

• Chat history can be opened in a separate tab for convenience by clicking on the icon next to the heading at the top of the page:

• Remember to refresh the page every time you check the page. Click on the refresh icon at the top of the chat history table

Reconnect to lost chats. If you get disconnected from a chat, you can reconnect to it through the history tab (for full procedure review How to retrieve a chat in LibraryH3lp)

Using the Chat History table

Open

Each row in the chat history table provides data about one chat

• To view the transcript, click anywhere in the row and the transcript will appear below

Decoding the table:

• Queue: the college the visitor is from and whether they’re contacting us through askON (chat, text, or proactive) or the Learning Portal

• Started At: the time a chat was initiated

• Operator: the operator that took the chat.

  • If blank, the chat has not been picked up

    • If start time is recent, this may mean a new chat or text

    • If start time is in the past, this could be a dropped chat or an unanswered text

• Duration: length of the chat

  • If duration is blank but there is an operator, the chat is ongoing

Useful tip: You can sort transcripts according to the table headings by clicking on the down arrow

How to locate previous chats

Searching by date

There are several ways to view chats from previous days

1. Explore day by day:

   • Click “today” to view today’s chats or select a date using the calendar

   • Use the blue arrows to move forward or back by one day

2. Explore a range of dates

   • Enter dates (or use the calendars to select dates)

   • Or choose a specific date range in the drop-down menu

3. Use the calendar explorer to select a date or range of dates

Open

Using the search feature

Use the search bar at the top of the screen to search through chat metadata and transcripts

• To search by keyword, enter it in the search field (e.g., bibliography)

• Use quotation marks for search phrases (e.g., “enumerative bibliography”)

• Narrow by date if necessary, or search all dates

• Restrict by queue, operator, etc by typing in the search space (e.g., operator:askon_lauren) or by using the advanced search feature

Advanced search

Click on the small down arrow to access the advanced search

The advanced search pop-up will appear. Some useful options include

• Search by keyword by operator and/or guest messages

• Queues: separate multiple queues by a space or a comma

  • e.g., georgian, georgian_txt, georgian_proactive

• Use of wildcards (see the advanced search box for details about wildcards)

Clear your search

• If you don’t clear your search, it will appear at your next log in

• Clear the search and then click the magnifying glass to reset the search

• Verify the search field and date settings when you access the Chat History page