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Full question

The Full Question (illustrated below) appears when you click a question or chat transcript in a question list. (The figure legend is located on the next page.)

Full Question sample screen

Figure legend

1 Buttons and drop-down lists for acting on a question or chat transcript:
  • Answer: Go to the page for sending an e-mail message to the patron.
  • Claim/Reject Assignment: Assign the question to yourself (Claim) or unassign it (Reject Assignment).
  • Add Note: Go to the page for adding a note to the question history for you and other librarians.
  • Add Descriptive Codes: Go to the page for adding descriptive codes for statistical and planning purposes.
  • Change Patron E-mail: Go to the page for changing the patron’s e-mail address.
  • Refer To: Go to the page for referring the question to a subject-matter expert, or another partner library
  • Move To: Close the question or add it to a KB.
2 Question/transcript header: patron’s name and e-mail address, status of the question/transcript, librarian assigned, time/date received, and for a chat session the wait time and session time.
3 Referred to/by area: If question or transcript was referred to or by your library, this area identifies the other library involved and lets you recall or reject the referral or send a message to the librarian responsible for the question at the other library.
4 Question: Question ID and question.
5 Descriptive Codes: Codes assigned to the question/transcript by the librarian to categorize it for statistical and planning purposes. A librarian may select up to 4 codes for a question/transcript. Available codes include circulation, homework, medical, research, and others. Each library decides whether to use the codes and how to use them. If a library uses descriptive codes, it should use them only for its own patrons. Librarians answering questions for other libraries’ patrons should not select descriptive codes because the codes may be used differently by each library.
6 Intake form data (system fields): Data collected when patron requested chat session, including patron’s IP address, page from which patron requested session, patron’s browser, patron’s co-browse capability.
7 Intake form data (custom fields): Data collected by custom fields on chat/web form; varies by library or group.
8 Question history (librarian/patron interaction): Interactions or chat transcript of the librarian and patron.
9 Question history (actions taken): Librarian notes and notes about actions taken; not seen by patron.

See Ask module for more information.

 

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