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Glossary for statistical reports

Reports are accessible by all users, but not all users can see all reports. What you can see depends on your permissions level (see Permissions Levels). When you first click on the Reports tab, you will see links to Librarian, Institution, Group, and QP Usage.

  • Everyone who logs in can see the Librarian and the QP Usage levels of reports.
  • If you are an Institution Administrator, you can see the Institution level, as well.
  • If you are a Group Administrator, you can see all levels.

QuestionPoint has two types of reports: Activity Statistics and Counts of Current Data.

  • Activity Statistics include data that are collected as activities occur. Thus, when a librarian clicks on the Send Answer button, the statistic for Answers Sent is increased by 1. These statistics will never change; the data are written to a separate file every night, kept indefinitely, and displayed when called by the software. 
  • The Counts of Current Data type is an on-demand count of a data element in the database that underlies QuestionPoint. Depending on the data element requested, this count can change from day to day and time to time. For example, Descriptive Codes counts change every time a librarian assigns a descriptive code to a transaction. Other data elements--Sessions by Authorization is one--will continually increment as work is done. 

Another important difference between Activity Statistics and Counts of Current Data is that the latter numbers link to transactions that make up the count (where applicable). So if you see that one of your librarians accepted 10 chat sessions last month (Reports>>Institution or Group>>Counts of Current Data--Reports of Sessions by Authorization), you can click 10 to see those transcripts.

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A

Activity Statistics (report type)
definition The type of QuestionPoint report that notes an activity when it happens. Each time certain buttons, tabs, or links are clicked a statistic is generated and saved. Each action is then rolled up into hourly, daily, and monthly statistics for that particular activity. These reports are available for all years back to 2002.
time zone Eastern (GMT-5; during Daylight Savings GMT-4)
notes Activity Statistics are not reflected in reports until the day after the activity. At the monthly level, the current month can only be viewed by looking at Daily statistics.
permissions level Activity Statistics are available to all permissions levels: Librarian, and Institution, Group.
reports Institution Report
Report by Institution List (report)
Report by Librarian List (report)
Report by Single Librarian (report)
Report by Single Subscription Group (report)
QP Usage Report
 
Administration Service (section)
definition System-wide information of possible interest to administrators.
notes This section appears only in the QP Usage report.
In these reports QP Usage Report
fields Number of Patron Authorizations (field)
Number of Profiles (field)
Number of Librarian Authorizations (field)
Number of Cooperative Groups (field)
Number of Active Global Knowledge Base Records (field)
Reused extant KB records in QP (field)
Times extant KB records were reused (field)
 
Answers Sent (field)
definition Number of times answers were sent to questions.
notes This is the number of times that messages were sent to patrons from a Full Question record in QuestionPoint, using the Answer button. Multiple answers might be sent for a single question. Only answers sent after a live session has ended are counted here for chat sessions; live chat exchanges are not counted.
frequency Monthly, Daily, Hourly back to 2002
in this section Ask Service (section)
in these reports Institution Report
Report by Institution List (report)
Report by Librarian List (report)
Report by Single Librarian (report)
Report by Single Subscription Group (report)
 
Ask Service (section)
definition Statistics on activities within the Ask module.
notes Appears as a separate section when reporting on a single librarian, institution, or group. Individual fields are presented as options in a drop-down menu when reporting on a list of institutions or librarians. If there was no activity related to any field reported for the Ask Service, the section is not presented as an option, and it does not appear in the report.
in these reports Institution Report
Report by Single Librarian (report)
Report by Single Subscription Group (report)
QP Usage Report
fields Questions Referred to Subscription Partner (field)
Questions/Chat Transcripts Deleted (field)
Questions Referred to Global Network via Global Network (field)
Questions Assigned to Librarian (field)
Questions Referred via E-mail (field)
Questions Recalled via E-mail (field)
Number of Clarifications (field)
Number of Patrons Logon (field)
Questions Received via Patron Form (field)
Questions Received via Direct Entry (field)
Answers Sent (field)
Questions Received via Referral (field)
Questions (Total) Received (field)
 
Avg. Concurrent Session Requests (All Inst.) (field)
definition Average number of chat sessions across the entire system that were in progress or waiting for a librarian when one of your patrons requested a chat session.
Notes This statistic gives a sense of average load on the system in any month or on any day. This statistic includes your library and all other libraries that were monitoring chat sessions at the same time as your library. If you are a group administrator looking at this statistic, it represents the number of concurrent sessions when a patron at any of your libraries requested a session.
frequency Monthly and Daily back to 2002
in this section Chat Service (section)
in these reports Institution Report
Report by Institution List (report)
Report by Single Subscription Group (report)
 
Avg. Concurrent Session Requests (Your Inst.) (field)
definition Average number of chat sessions in your queue that were in progress or waiting for a librarian when one of your patrons requested a chat session. 
Notes This statistic gives you a sense of how busy your chat queue was, on average, during the month or day. If you are an institution administrator looking at this statistic, this statistic includes your queue only. If you are a group administrator looking at this statistic, it represents the number of concurrent sessions across the group’s queue when a patron at any of your libraries requested a session.
frequency Monthly and Daily back to 2002
in this section Chat Service (section)
in these reports Institution Report
Report by Institution List (report)
Report by Single Subscription Group (report)
 

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B

Base Management Environment (BME) (definition)
definition Every institution with a QuestionPoint account has access to a Base Management Environment. Institutions that joined QuestionPoint as a group have access to the same BME. In addition to provide for the software for managing receipt and answering of questions, administration, profiling, and reporting, a BME provides a local knowledge base for use by the institution or group and one local knowledge base. See also Subscription Group (definition).
 
Browses against Knowledge Base (Global) (field)
definition Number of times librarians browsed the Global Knowledge Base.
Notes Before October 2004, another field, Searches against Knowledge Base: Global, contained the number of searches and browses. Beginning in October 2004, this field was added to contain the number of browses.
frequency Monthly and Daily back to 2004
in this section Knowledge Base Service (section)
in these reports Institution Report
QP Usage Report
Report by Institution List (report)
 
Browses against Knowledge Base (Local) (field)
definition Number of times your librarians browsed your local knowledge base.
Notes Before October 2004, another field, Searches against Knowledge Base: Local, contained the number of searches and browses. Beginning in October 2004, this field was added to contain the number of browses.
frequency Monthly and Daily back to 2004
in this section Knowledge Base Service (section)
in these reports Institution Report
Report by Institution List (report)
 

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C

Chat Service (section)
definition Statistics on activities within the chat module.
Notes Appears as a separate section when reporting on a single librarian, institution, or group. Individual fields are presented as options in a drop-down menu when reporting on a list of institutions or librarians. If there was no activity related to any field reported for the Chat Service, the section is not presented as an option, and it does not appear in the report.

Sessions that were indicated “practice” (either by using the practice chat form or by using the Practice Resolution Code) were not counted in these statistics.
In these reports Institution Report
Report by Single Librarian (report)
Report by Single Subscription Group (report)
QP Usage Report
fields Avg. Concurrent Session Requests (All Inst.) (field)
Avg. Concurrent Session Requests (Your Inst.) (field)
Co-Browsing Feature Used (field)
Most Concurrent Session Requests: All Inst. (field)
Most Concurrent Session Requests: Your Inst. (field)
Number of Chat Sessions Requested (field)
Number of Chat Sessions Requested: After Hours (field)
Number (Total) of Chat Sessions Accepted (field)
Number of Chat Sessions Requested via Qwidget (field)
 
Chat Sessions Accepted
See Number (Total) of Chat Sessions Accepted (field).
 
Chat Sessions Accepted via Coverage Group
See Number (Total) of Chat Sessions Accepted (field).
 
Chat Sessions, Concurrent Requests
See Avg. Concurrent Session Requests (All Inst.) (field); Avg. Concurrent Session Requests (Your Inst.) (field); Most Concurrent Session Requests: All Inst. (field); Most Concurrent Session Requests: Your Inst. (field).
 
Chat Sessions Not Accepted by Coverage Group (field)
definition Number of times that chat group coverage was turned off by a librarian who was monitoring chat.
Notes Obsolete: This field was seen only by users belonging to a Virtual Group and using the now defunct HTML-based chat service.
frequency Monthly and Daily 2003-2008
In these reports Chat Service (section)
fields Institution Report
 
Chat Sessions Requested
See Number of Chat Sessions Requested (field).
 
Chat Sessions Requested: After Hours
See Number of Chat Sessions Requested: After Hours (field).
 
Chat Sessions Requested via Qwidget
See Number of Chat Sessions Requested via Qwidget (field).
 
Chat Sessions Routed to Coverage Group
See Number of Chat Sessions Routed to Coverage Group (field) (No longer used).
 
Clarifications
See Number of Clarifications (field).
 
Co-Browsing Feature Used
definition Number of times a librarian started a co-browsing session during a chat session.
Notes  
Frequency Monthly, Daily, and Hourly
in this section Chat Service (section)
in these reports Institution Report
Report by Institution List (report)
Report by Librarian List (report)
Report by Single Librarian (report)
Report by Single Subscription Group (report)
 
Counts of Current Data
definition The type of QuestionPoint report that takes a count of a particular element in the database at the time of the request. Unlike Activity Statistics, activity is reflected in these reports immediately
Time zone Time zone of viewer, based on profile of affiliated institution.
notes These reports are available only at the Institution and Group levels. They are also available at the Librarian level for Ask Administrators. Strictly speaking, not all reports listed in this section are counts, but all are a snapshot from the current database rather than stored data that is displayed when called. List of Librarian Accounts, Reports of Profile Contact Information, and Reports of Profile Information display information from the database, so is a snapshot of that information as it currently stands. There are, however, no counts given.

These reports can link to actual transcripts within the database. You can specify reports for exact dates a transcript was created, or range of dates.
permissions level Activity Statistics are available only to administrators: Ask Administrator, Institution Administrator, Group Institution
reports Descriptive Codes (report)
List of Librarian Accounts (Report)
Number of Questions by Patron ID (report)
Reports of Knowledge Base Records (report)
Reports of Profile Contact Information (report)
Reports of Profile Information (report)
Reports of Sessions (report)
Reports of Sessions by Authorization (report)
Resolution Codes (report)
Statistics of Profile Status (report)
 

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D

Descriptive Codes (report)
definition The number of transactions in your current (90 days) database assigned each of your institution’s codes.
notes A descriptive code is a way of categorizing your transactions. Any single transaction may have been assigned up to 4 codes. Descriptive Codes are defined and set up in QuestionPoint by your institution.
permissions level Librarian (Ask Administrator), Institution Administrator, Group Administrator
report type Counts of Current Data
frequency Activity reflected in real time. User sets date range to report on. Only 90 days available.
fields List of codes with occurrence of each.
 

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E

E-mailed Webform (section)
definition This counts the number of questions in the database received in your library via web form.
notes This report is most useful when you want to review the transactions in the count using the hotlink. For most other statistics for e-mail webform activity, or if transaction review is not your focus, use reports Activity Statistics.
In these reports Reports of Sessions (report)
Reports of Sessions by Authorization (report)
columns Library, Outside Library, Total
 
E-mailed Webform: Library (cell/column)
definition This counts the number of questions in the database that patrons have e-mailed to you via your web form or that you have added yourself via the Add Question feature.
notes This report is most useful when you want to review the transactions in the count using the hotlink. For most other statistics for e-mail webform activity, or if transaction review is not your focus, use Activity Statistics.
frequency Activity reflected in real time. User sets time range to report on. Only 90 days available.
In these reports Reports of Sessions (report)
Reports of Sessions by Authorization (report)
 
E-mailed Webform: Outside Library (cell/column)
definition This counts the number of e-mailed questions in the database other libraries referred to you or questions that were routed to your library during agreed on times or dates. 
notes This report is most useful when you want to review the transactions in the count. For most other statistics for e-mail webform activity, or if transaction review is not your focus, use Activity Statistics.
Frequency Activity reflected in real time. User sets time range to report on. Only 90 days available.
In these reports Reports of Sessions (report)
Reports of Sessions by Authorization (report)
 
E-mailed Webform: Total (cell/column)
definition This counts the total number of e-mailed questions in the database received by your library.
notes This report is most useful when you want to review the transactions in the count. For most other statistics for e-mail webform activity, or if transaction review is not your focus, use Activity Statistics.
frequency Activity reflected in real time. User sets time range to report on. Only 90 days available.
In these reports Reports of Sessions (report)
Reports of Sessions by Authorization (report)
 

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G

Group (permissions level)
See Permissions Levels (definition).
 
Group, Subscription
See Report by Single Subscription Group (report).
 
Groups, Cooperative
See Number of Cooperative Groups (field).

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I

Institution (permissions level)
See Permissions Levels (definition).
 
Institution List
See Report by Institution List (report).
 
Institution Report
definition  
notes  
frequency  
In these reports  
 

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K

Knowledge Base Browses
See Browses against Knowledge Base (Global) (field); Browses against Knowledge Base (Local) (field).
 
Knowledge Base Record Number by Education Level (section)
definition For each education level covered by the local knowledge base of a subscription group (BME), this section indicates the number and percentage of the KB records with that education level.
permissions level Group Administrator
in this report Reports of Knowledge Base Records (report)
fields Education Levels
Primary/Elementary
Secondary
Undergraduate/VoTech
Master/Ph.D.
Adult/Life Long Learner
 
Knowledge Base Record Number by Format (section)
definition For each materials format covered by the local knowledge base of a subscription group (BME), this report indicates the number and percentage of the KB records with that format.
permissions level Group Administrator
in this report Reports of Knowledge Base Records (report)
fields Format Types
Art Work
Book
Braille
Computer File
Globe
Large Print
Manuscript
Map
Microform
Motion Picture
Music
Newspaper or Magazine
Picture
Sound Recording
Video Recording
 
Knowledge Base Record Number by Geographic Code (section)
definition For each geographic area covered by the local knowledge base of a subscription group (BME), this report indicates the number and percentage of the KB records with that geographic code.
permissions level Group administrator
in this report Reports of Knowledge Base Records (report)
fields Geographic codes
a:  Asia
  a-af:  Afghanistan
  a-ai:  Armenia (Republic)
etc.  . . . . . . . . . . . .
e:  Europe
  e-fr:  France
  e-fr-a:  Alsace
etc.  . . . . . . . . . . . .
w:  Tropics
xa:  Eastern Hemisphere
xb:  Northern Hemisphere
xc:  Southern Hemisphere
xd:  Western Hemisphere

For a complete list, see Profile module > Institution Services > Collection Strengths > Geographic.
 
Knowledge Base Record Number by Question Language (section)
definition For each language covered by the local knowledge base of a subscription group (BME), this report indicates the number and percentage of the KB records with that language.
permissions level Group Administrator
in this report Reports of Knowledge Base Records (report)
fields Languages: Afrikaans, Arabic, Catalan, Chinese, Croatian, Czech, Danish, Dutch, English, Estonian, Finnish, French, German, Greek Hebrew, Hindi, Hungarian, Italian, Japanese, Korean, Latvian, Mdebele, Northern Sotho, Norwegian, Polish, Portuguese, Romanian, Russian, Sanskrit, Serbian, Slovenian, Southern Sotho, Spanish, Swazi, Swedish, Thai, Tsonga, Tswana, Turkish, Ukrainian, Venda, Welsh, Xhosa, Zulu.
 
Knowledge Base Record Number by Status (section)
definition For each record status included in the local knowledge base of a subscription group (BME), this report indicates the number and percentage of the KB records with that status.
permissions level Group Administrator
in this report Reports of Knowledge Base Records (report)
fields Statuses
Active: The record has been indexed and can be searched
Inactive: The record has been submitted but not yet indexed. It cannot be searched.
Delete Pending: The record can only be accessed by browsing this Delete Pending
folder.
Review: These records are edited and ready for review. They can then be activated.
 
Knowledge Base Record Number by Subject Area (section)
definition For each subject covered by the local knowledge base of a subscription group (BME), this report indicates the number and percentage of the KB records with that subject.
permissions level Group Administrator
in this report Reports of Knowledge Base Records (report)
fields Subjects
See Notes above. For a complete list of subject areas available, see Profile module > Institution Services > Collection Strengths > Subjects.
 
Knowledge Base Records Activated
See Records Activated (Global) (field); Records Activated (Local) (field).
 
Knowledge Base Records Added
See Records Added to Database Automatically (Global) (field); Records Added to Database Manually (Global) (field); Records Added to Database Manually (Local) (field).
 
Knowledge Base Records Deleted
See Records Purged from Knowledge Base (Global) (field)Records Purged from Knowledge Base (Local) (field).
 
Knowledge Base Records, Number of Active
See Number of Active Global Knowledge Base Records (field).
 
Knowledge Base Records
See Reports of Knowledge Base Records (report).
 
Knowledge Base, Reused
See Reused extant KB records in QP (field); Times extant KB records were reused (field); Total times KB records were reused: Global (field); Total times KB records were reused: Local (field).
 
Knowledge Base searches
See Searches against Knowledge Base: Global (field)Searches against Knowledge Base: Local (field).
 
Knowledge Base Service (section)
definition The Knowledge Base service section of a report contains statistics on any of the activities listed below (Fields) for which there was related activity. Appears as a separate section when reporting on a single librarian, institution, or group. Individual fields are presented as options in a drop-down menu when reporting on a list of institutions or librarians.
notes If there was no activity related to a particular field, the field does not appear in the report. If none of the fields had related activity, the section does not appear in the report. In the “Total times KB records were reused” field, the count represents the number of times the KB Forward button or the Copy button was clicked. It is not a count of re-used records. It is possible the re-used records no longer exist in the knowledge base.
in these reports Institution Report
Report by Institution List (report)
Report by Librarian List (report)
Report by Single Librarian (report)
Report by Single Subscription Group (report)
QP Usage Report
fields Browses against Knowledge Base (Global) (field)
Browses against Knowledge Base (Local) (field)
Records Purged from Knowledge Base (Global) (field)
Records Purged from Knowledge Base (Local) (field)
Records Activated (Global) (field)
Records Activated (Local) (field)
Records Added to Database Automatically (Global) (field)
Records Added to Database Manually (Global) (field)
Records Added to Database Manually (Local) (field)
Searches against Knowledge Base: Global (field)
Searches against Knowledge Base: Local (field)
Total times KB records were reused: Global (field)
Total times KB records were reused: Local (field)
 

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L

Levels, Permissions
See Permissions Levels (definition).
 
Librarian (permissions level)
See Permissions Levels (definition).
 
Librarian Accounts, List of
See List of Librarian Accounts (report).
 
Librarian Authorizations, Number of
See Number of Librarian Authorizations (field).
 
Librarian List, Report by
See Report by Librarian List (report).
 
Librarian, Report by Single
See Report by Single Librarian (report).
 
List of Librarian Accounts (Report)
definition Selected current data for all the librarian accounts in a subscription group (BME).
notes This report is available to group administrators only. The Total Number of Records at the bottom of the report indicates the number of accounts listed in the report.
Permissions Level Group Administrator
Report Type Counts of Current Data (report type)
Frequency Real time
Fields (columns) Authorization number
Name
E-mail address
Institution Name
 

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M

Most Concurrent Session Requests: All Inst. (field)
definition Highest number of chat sessions across the entire system that were in progress or waiting for a librarian when one of your patrons requested a chat session. 
notes This statistic gives a sense of the greatest load on the system in any month or on any day. This statistic includes your library and all other libraries that were monitoring chat sessions at the same time as your library. If you are a group administrator looking at this statistic, it represents the highest number of concurrent sessions when a patron at any of your libraries requested a session.
Frequency Monthly and Daily
In this section Chat Service (section)
in these reports Institution Report
Report by Institution List (report)
Report by Single Subscription Group (report)
 
Most Concurrent Session Requests: Your Inst. (field)
definition Highest number of chat sessions in your queue that were in progress or waiting for a librarian when one of your patrons requested a chat session.
notes This statistic gives you a sense of the busiest your chat queue was during a particular month or on a particular day. If you are an institution administrator looking at this statistic, this statistic includes your queue only. If you are a group administrator looking at this statistic, it represents the highest number of concurrent sessions across the group’s queue when a patron at any of your libraries requested a session.
Frequency Monthly and Daily
in this section Chat Service (section)
in these reports Institution Report
Report by Institution List (report)
Report by Single Subscription Group (report)
 

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N

Number of Active Global Knowledge Base Records (field)
definition Total number of active records in the Global knowledge base.
notes This is a cumulative count from month to month.
Frequency Accumulates monthly
in this section Administration Service (section)
in these reports QP Usage Reports
 
Number (Total) of Chat Sessions Accepted (field)
definition Number of chat session requests to which a librarian responded.
notes This field includes Number of Chat Sessions Accepted via Coverage Group (no longer used).

This field was added to reports in June 2003. No data for this field is available before June 2003.

Sessions that were indicated “practice” (either by using the practice chat form or by using the Practice Resolution Code) are not included in these counts.
Frequency Monthly, Daily, Hourly back to 2003
in this section Chat Service (section)
in these reports Institution Report
Report by Institution List (report)
Report by Librarian List (report)
Report by Single Librarian (report)
Report by Single Subscription Group (report)
 
Number of Chat Sessions Accepted via Coverage Group (field) (No longer used)
definition Number of chat session requests to which a member of a chat cooperative coverage group responded. Original members of the 24/7 Cooperative will never see statistics for this report. This report was used for virtual chat coverage groups, which are now implemented in a different way and reported differently.
notes Statistics for this field have not been produced since June 2008. This data is also included in Number (Total) of Chat Sessions Accepted.
Frequency Until June 2008
Monthly, Daily, Hourly back to 2003
in this section Chat Service (section)
in these reports Institution Report
Report by Institution List (report)
Report by Librarian List (report)
Report by Single Librarian (report)
Report by Single Subscription Group (report)
 
Number of Chat Sessions Accepted via Qwidget (field)
definition Number of Qwidget session requests to which a librarian in your library or group responded.
notes This data is also included in Number (Total) of Chat Sessions Accepted.
Frequency Monthly, Daily, Hourly back to 2010
in this section Chat Service (section)
in these reports Institution Report
Report by Institution List (report)
Report by Librarian List (report)
Report by Single Librarian (report)
Report by Single Subscription Group (report)
 
Number of Chat Sessions Requested (field)
definition Number of chat sessions requested by patrons when someone was monitoring chat.
notes Sessions requested via the QuestionPoint widget (Qwidget) are included in this count. But sessions that were indicated “practice” (either by using the practice chat form or by using the Practice Resolution Code) were not counted.
Frequency Monthly, Daily, Hourly back to 2002
in this section Chat Service (section)
in these reports Institution Report
Report by Institution List (report)
Report by Single Subscription Group (report)
 
Number of Chat Sessions Requested: After Hours (field)
definition Number of chat sessions requested by patrons when no one was monitoring chat.
notes QuestionPoint began to provide the data for this field in August 2004. Sessions that were indicated “practice” (either by using the practice chat form or by using the Practice Resolution Code) were not counted in these statistics.
Frequency Monthly, Daily, Hourly back to 2002
in this section Chat Service (section)
in these reports Institution Report
Report by Institution List (report)
Report by Single Subscription Group (report)
 
Number of Chat Sessions Requested via Qwidget (field)
definition Number of chat sessions requested by patrons using the Qwidget feature.
notes QuestionPoint began to provide the data for this new field in March 2008. Sessions that were indicated “practice” (either by using the practice chat form or by using the Practice Resolution Code) were not counted in these statistics.
Frequency Monthly, Daily, Hourly back to 2008
in this section Chat Service (section)
in these reports Institution Report
Report by Institution List (report)
Report by Single Subscription Group (report)
 
Number of Chat Sessions Routed to Coverage Group (field) (No longer used)
definition Before 2008, these were chat sessions requested by your patrons that were answered by another library.
notes Only libraries that used the original, HTML version of chat would see these statistics. These statistics were tracked for users of virtual groups that were formed to provide chat coverage.
Frequency Monthly, Daily, Hourly 2003-March 2008
in this section Chat Service (section)
in these reports Institution Report
Report by Institution List (report)
Report by Single Subscription Group (report)
 
Number of Clarifications (field)
definition Number of times the Request Clarification feature was used from the Full Question page in the Ask module.
notes This feature changes the status of a question to Pending, awaiting word back from the patron.
Frequency Monthly, Daily, Hourly back to 2002
in this section Ask Service (section)
in these reports Institution Report
Report by Institution List (report)
Report by Librarian List (report)
Report by Single Librarian (report)
Report by Single Subscription Group (report)
 
Number of Cooperative Groups (field)
definition Total number of subscription groups and virtual groups in QuestionPoint.
notes Each month a new, total count is displayed. You can see how many new groups joined QuestionPoint each month by subtracting last month’s total from this month’s total.
Frequency Accumulates monthly
in this section Administration Service (section)
in these reports QP Usage Report
 
Number of Librarian Authorizations (field)
definition Total number of librarian accounts in QuestionPoint.
notes Each month a new, total count is displayed. You can see how much the membership grew each month by subtracting last month’s total from this month’s total.
Frequency Accumulates monthly
in this section Administration Service (section)
in these reports QP Usage Report
 
Number of Patron Authorizations (field)
definition Total number of patron accounts in QuestionPoint system wide. 
notes QuestionPoint automatically assigns a patron account for each unique patron e-mail address provided with a question or chat session. If a single patron asked multiple questions and used different e-mail addresses for some of the questions, the patron has multiple accounts. Libraries may turn off the notification of account information that goes to the patron, but the account still exists and is counted.

You can see how new patrons each month contacted a library via QuestionPoint by subtracting last month’s total from this month’s total.
Frequency Accumulates monthly
in this section Administration Service (section)
in these reports QP Usage Report
 
Number of Patrons Logon (field)
definition Number of times that your patrons logged into their private QuestionPoint patron account.
notes These accounts and, thus, the statistics are associated with the library of this person’s first QP-facilitated contact. That is, if a patron using the same e-mail address, asked questions of more than one QuestionPoint library, the patron’s account is associated with the first library, only.
Frequency Monthly, Daily, and Hourly back to 2002
in this section Ask Service (section)
in these reports Institution Report
Report by Institution List (report)
Report by Single Subscription Group (report)
 
Number of Profiles (field)
definition Total number of library, or single unit, profiles in QuestionPoint.
notes This number includes profiles that have any of the following statuses in a local group: active, candidate, new, rejected.
Frequency Monthly
in this section Administration Service (section)
in these reports QP Usage Report
 
Number of Questions by Patron ID (report)
definition This is the number of QP-facilitated questions each patron associated with your library (or a library in your group) has asked. This includes both chat and e-mail sessions.
notes Every e-mail address used to contact a librarian via QuestionPoint is assigned an ID number. The ID number then becomes the way QP recognizes a returning patron. If a patron has used multiple e-mail addresses, each one will have a patron ID. The association between ID number and any other patron identification is not retained for display.

The report is in two parts: Current 90-day data is at the top; archived data
(transcripts older than 90 days) is the second section.

This report is best used to see how many repeat patrons your library (or group) had and how many new patrons. This is a cumulative count, so to see counts on a monthly basis, take a count on the same day, same time each month and subtract the previous month’s count from the new one.
permissions level Institution Administrator
Group Administrator
type Counts of Current Data (report type)
frequency Monthly cumulative counts back to 2002
fields Patron ID
Number of Questions
 

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O

Our Sessions with Others' Patrons (section)
definition The number of chat sessions requested by patrons of other libraries or groups but answered by your librarians.
notes These include sessions requested via a Qwidget. This count is further broken down into whether those were patrons of libraries within your group (BME) or outside your group. You set the date range you want to report on. 
date range Any range within last 90 days. Default is entire 90 days.
in these reports Reports of Sessions (report)
Reports of Sessions by Authorization (report)
cells/columns BME's
Outside BME
Total
 
Our Sessions with Others' Patrons: BME's (cell/column)
definition For each institution (Reports of Sessions), the number of chat sessions your librarians answered for patrons of other institutions in your group.

For each authorization (Reports of Sessions by Authorization), the number of chat sessions a particular librarian answered for patrons of other institutions in your group.
notes Each row represents an institution (Reports of Sessions). For institutions in a group, the Our Sessions with Others’ Patrons: BME’s cell in the final Totals row represents all sessions that group institutions answered for one another.

Each row represents an authorization, or librarian (Reports of Sessions by Authorization). This cell in the final Totals row represents all sessions your librarians answered for other institutions in the group.

These include sessions requested via a Qwidget. IMPORTANT: This count includes work your library performed for another BME library after a chat session was ended. This may be follow-up work claimed from the Shared Follow Up folder, if you use that feature, and it may be transcripts referred to you.
date range Any range within last 90 days. Default is entire 90 days.
in this Section Counts of Current Data (report type)
in these reports Reports of Sessions (report)
Reports of Sessions by Authorization (report)
 
Our Sessions with Others' Patrons: Outside BME (cell/column)
definition For each institution (Reports of Sessions), the number of chat sessions your librarians answered for patrons of other institutions not in your group.

For each authorization, or librarian (Reports of Sessions by Authorization), the number of chat sessions a particular librarian answered for patrons of other institutions not in your group.
notes These include Qwidget sessions

Each row represents an institution (Reports of Sessions). For institutions in a group, the Our Sessions with Others’ Patrons: Outside BME cell in the final Totals row represents all sessions that your group’s institutions answered for patrons of institutions outside the group.

Each row represents an authorization, or librarian (Reports of Sessions by Authorization). The Our Sessions with Others’ Patrons: Outside BME cell in the final Totals row represents all sessions that your institution’s librarians answered for patrons of institutions outside the group.
date range Any range within last 90 days. Default is entire 90 days.
in this section Counts of Current Data (report type)
in these reports Reports of Sessions (report)
Reports of Sessions by Authorization (report)
 
Our Sessions with Others' Patrons: Total (cell/column)
definition This represents the total number of sessions your librarians answered for patrons other than your own. The number is the sum of the BME’s and Outside BME cells under Our Sessions with Others’ Patrons.
notes These include sessions requested via a Qwidget.
date range Any range within last 90 days. Default is entire 90 days.
in this section Counts of Current Data (report type)
in these reports Reports of Sessions (report)
Reports of Sessions by Authorization (report)
 

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P

Patron Authorizations, Number of
See Number of Patron Authorizations (field).
Patrons Logon, Number of
See Number of Patrons Logon (field).
Permissions Levels (definition)
definition A permissions level depends on your account type. For Librarians, the level depends on the permissions assigned by your Institution Administrator. The level determines what reports you can see, as well as various other feature access within QuestionPoint. Each level can see all reports for that level and for lower levels.
Levels Librarian: This level can see only Activity Statistics. They can see overall institution statistics and statistics for their own account.

Librarian, Ask Administrator: This level can see overall institution statistics, as well as statistics for their own account. It can also see Descriptive and Resolution Codes and Sessions reports in the Counts of Current Data.

Institution Administrator: This level can see everything the Librarian and Ask Administrator see, as well as reports on all librarians in the institution.

Group Administrator: This level can see everything the Librarian, Ask Administrator, and Institution Administrator see, as well as reports on all institutions in the group and all librarians in any institution.

Virtual Group: Any institution administrator who has created a virtual group can get reports for that group.
Profile Contact Information
See Reports of Profile Contact Information (report).
Profile Information
See Reports of Profile Information (report).
Profile Service (section)
definition This section displays statistics on searches in the Profile database. It appears as a separate section when reporting on a single librarian, institution, or group. The individual field is presented as an option when reporting on a list of institutions or librarians.
notes If there was no search activity in the Profile module, the section does not appear in the report.
in these reports Institution Report
Report by Single Librarian (report)
Report by Single Subscription Group (report)
QP Usage Report
Fields Searches against Profile Database (field)
Profile Status, Statistics of
See Statistics of Profile Status (report).
Profiles, Number of
See Number of Profiles (field).

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Q

QP Usage Report
definition Report of the combined activity of all QuestionPoint members.
notes Provides a good overview of activity and load on the QuestionPoint system.
permissions level Librarians as well as administrators may view these reports.
report type Home module: Reports tab, QP Usage link
frequency Monthly
fields Browses against Knowledge Base (Global) (field)
Searches against Knowledge Base: Global (field)
Total times KB records were reused: Global (field)
Questions Referred to Subscription Partner (field)
Questions Received from Global Network via Global Network (field)
Questions (Total) Received (field)
Questions Referred to Coverage Group (field)
Questions Referred to Virtual Partner (field)
Number of Patron Authorizations (field)
Number of Profiles (field)
Number of Librarian Authorizations (field)
Number of Cooperative Groups (field)
Number of Active Global Knowledge Base Records (field)
Reused extant KB records in QP (field)
Times extant KB records were reused (field)
Number of Chat Sessions Requested (field)
Number of Chat Sessions Requested: After Hours (field)
Number (Total) of Chat Sessions Accepted (field)
 
Questions Assigned to Librarian (field)
definition Number of times that questions were assigned to a librarian or administrator.
notes A question is assigned when it is:
  • Answered by a librarian or administrator
  • Assigned to a librarian or administrator by an administrator
  • Claimed by a librarian
A question can be assigned to only one librarian or administrator at a time, at a library. However, a question may be assigned to more than one librarian or administrator at a library during the life of the question.
frequency Monthly or Daily back to 2002
in this section Ask Service (section)
in these reports Report by Single Librarian (report)
Report by Librarian List (report)
Institution Report
Report by Institution List (report)
Report by Single Subscription Group (report)
 
Questions by Patron ID, Number of
See Number of Questions by Patron ID (report).
 
Questions/Chat Transcripts Deleted (field)
definition Number of questions or chat transcripts that were deleted by an administrator.
notes All content except date of receipt and question ID number is removed from a deleted record; the record can no longer be acted on. Only institution administrators may delete a record.
frequency Monthly or Daily back to 2008
in this section Ask Service (section)
in these reports Institution Report
Report by Institution List (report)
Report by Single Subscription Group (report)
 
Questions Recalled via E-mail (field)
definition Number of times that questions were recalled from a subject-matter expert after they had been referred to the expert using the Refer by E-mail method.
notes This includes the number of times that questions were referred to additional experts without first being recalled from previous experts.
frequency Monthly and Daily back to 2003
in this section Ask Service (section)
in these reports Report by Single Librarian (report)
Report by Librarian List (report)
Institution Report
Report by Institution List (report)
Report by Single Subscription Group (report)
 
Questions Received from Virtual Partner (field)
definition Number of questions received by a library via referral from another library in a virtual group to which it belongs. The referring library will have used the Refer to Partner (Cooperative) option.
notes The statistic will be written using this label if (1) the referring library is in the receiving library’s subscription group; (2) the subscription group has been made “public,” and (3) the referring library selected the receiving library from the Refer to Partner (Cooperative Groups) option.
frequency Monthly and Daily back to 2004
in this section Ask Service (section)
in these reports Institution Report
Report by Institution List (report)
Report by Single Subscription Group (report)
 
Questions (Total) Received (field)
definition Total of all questions received via web form, referral, direct entry, or e-mail coverage. This statistic is the total of the following fields:
  • Questions Received via Patron Form
  • Questions Received from Global Network via Global Network;
  • Questions Received from Subscription Partner;
  • Questions Received from Virtual Partner
  • Questions Received via Direct Entry
  • Questions Received via Coverage Group
notes This statistic does not include chat requests.
frequency Monthly, Daily, and Hourly back to 2002
in this section Ask Service (section)
in these reports Institution Report
Report by Institution List (report)
Report by Single Subscription Group (report)
QP Usage Report
 
Questions Received via Coverage Group (field)
definition Number of questions received by a library while covering for other libraries in its web-form cooperative coverage group.
frequency Monthly, Daily, and Hourly back to 2003
in this section Ask Service (section)
in these reports Institution Report
Report by Institution List (report)
Report by Single Subscription Group (report)
 
Questions Received via Direct Entry (field)
definition Number of questions that were entered into QuestionPoint via the Add Question feature in the Ask module.
notes The Add Question feature lets libraries enter questions asked at the reference desk, by telephone, or in an e-mail message. This statistic tracks how many times that feature is used.
frequency Monthly, Daily, and Hourly back to 2002 
in this section Ask Service (section)
in these reports Institution Report
Report by Institution List (report)
Report by Single Subscription Group (report)
 
Questions Received via Patron Form (field)
definition Number of questions received via a library's QuestionPoint question form on the Web.
notes These forms are actually e-mailed into QuestionPoint. They are asynchronous.
frequency Monthly, Daily, and Hourly back to 2002
in this section Ask Service (section)
in these reports Institution Report
Report by Institution List (report)
Report by Single Subscription Group (report)
 
Questions Received via Referral (field)
definition Number of questions received from another library in your Subscription Group, via QuestionPoint's referral mechanism.
notes The referring library must have used the Refer to Partner (Subscription) to count in this category.
frequency Monthly, Daily, Hourly back to 2002
in this section Ask Service (section)
in these reports Institution Report
Report by Institution List (report)
Report by Single Subscription Group (report)
 
Questions Referred to Coverage Group (field)
definition Number of questions that were automatically forwarded from your library to another library providing web-form coverage for you.
notes Web-form coverage groups are “virtual groups,” set up within QuestionPoint by your library or joined by your library. On the days/times you need coverage, your webform questions are automatically forwarded to another library that has promised coverage for these times. These questions appear as Pending in your questions lists, but they are New in the coverage library’s lists.
frequency Monthly, Daily, and Hourly back to 2003
in this section Ask Service (section)
in these reports Institution Report
Report by Institution List (report)
Report by Single Subscription Group (report)
QP Usage Report
 
 
Questions Referred to Subscription Partner (field)
definition Number of questions referred to other libraries in your Subscription Group using the Refer to Partner (Subscription) option.
frequency Monthly and Daily back to 2002
in this section Ask Service (section)
in these reports Institution Report
Report by Institution List (report)
Report by Single Subscription Group (report)
QP Usage Report
 
Questions Referred to Virtual Partner (field)
definition Number of questions referred to other libraries in your Virtual Groups or Subscription Group using the Refer to Partner (Cooperative) option.
notes A count appears under this label for a Subscription Group member if the Subscription Group has been made public and the referred-to library was selected using the Refer to Partner (Cooperative) option.
frequency Monthly and Daily back to 2002
in this section Ask Service (section)
in these reports Institution Report
Report by Institution List (report)
Report by Single Subscription Group (report)
QP Usage Report
 
Questions Referred via E-mail (field)
definition Number of times questions were forwarded to an e-mail address, using the Refer to E-mail Partner option.
frequency Monthly and Daily back to 2003
in this section Ask Service (section)
in these reports Institution Report
Report by Institution List (report)
Report by Librarian List (report)
Report by Single Librarian (report)
Report by Single Subscription Group (report)
 
Questions Rejected (field)
definition Number of times that a library rejected a question referred to it by another library.
notes The Reject link is present when a question is received via any referral method except E-mail Partner.
frequency Monthly and Daily back to 2002
in this section Ask Service (section)
in these reports Institution Report
Report by Institution List (report)
Report by Single Subscription Group (report)
 
Qwidget reports
See Number of Chat Sessions Requested via Qwidget (field).
 

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R

Records Activated (Global) (field)
definition Number of question-and-answer records activated in the Global Knowledge Base. 
notes After a question-and-answer record is activated, librarians can retrieve the record with a search and view it in the Global Knowledge base.
frequency Monthly and Daily back to 2002
in this section Knowledge Base Service (button)
in these reports Institution Report
Report by Institution List (report)
Report by Librarian List (report)
Report by Single Librarian (report)
Report by Single Subscription Group (report)
 
Records Activated (Local) (field)
definition Number of question-and-answer records activated in a local knowledge base. 
notes After a question-and-answer record is activated, librarians can retrieve the record with a search and view it in the local knowledge base.
frequency Monthly and Daily back to 2002
in this section Knowledge Base Service (button)
in these reports Institution Report
Report by Institution List (report)
Report by Librarian List (report)
Report by Single Librarian (report)
Report by Single Subscription Group (report)
 
Records Added to Database Automatically (Global) (field)
definition Number of question-and-answer records submitted to the Global Knowledge Base automatically by the QuestionPoint system when the questions are closed.
notes Records are submitted only; an editor must activate them for indexing and searching.
frequency Monthly and Daily back to 2002
in this section Knowledge Base Service (button)
in these reports Institution Report
Report by Institution List (report)
Report by Single Subscription Group (report)
 
Records Added to Database Manually (Global) (field)
definition Number of question-and-answer records manually submitted or added to the Global Knowledge Base.
notes Records are manually submitted or added by a librarian or administrator from a question list or Full Question page in the Ask module or from the Add New Record page in the Knowledge Base module. These are submittals--only librarians with global edit permissions can activate a record for indexing and searching.
frequency Monthly and Daily back to 2002
in this section Knowledge Base Service (button)
in these reports Institution Report
Report by Institution List (report)
Report by Single Subscription Group (report)
 
Records Added to Database Manually (Local) (field)
definition Number of question-and-answer records manually submitted or added to a local knowledge base.
notes Records are manually submitted or added by a librarian or administrator from a question list or Full Question page in the Ask a Librarian module or from the Add New Record page in the Knowledge Base module. These are submittals--only librarians with local edit permissions can activate a record for indexing and searching.
frequency Monthly and Daily back to 2002
in this section Knowledge Base Service (button)
in these reports Institution Report
Report by Institution List (report)
Report by Single Subscription Group (report)
 
Records Purged from Knowledge Base (Global) (field)
definition Number of question-and-answer records removed from the Global Knowledge Base by a knowledge base editor at your library with authorization to purge records in this database.
notes Records can only be purged after they have been deleted. Purged records are completely gone from the database; they are not recoverable.
frequency Monthly and Daily back to 2004
in this section Knowledge Base Service (button)
in these reports Institution Report
Report by Institution List (report)
Report by Librarian List (report)
Report by Single Librarian (report)
Report by Single Subscription Group (report)
 
Records Purged from Knowledge Base (Local) (field)
definition Number of question-and-answer records removed from a local knowledge base by a knowledge base editor at your library with authorization to purge records in the local database. 
notes Records can only be purged after they have been deleted. Purged records are completely gone from the database; they are not recoverable.
frequency Monthly and Daily back to 2004
in this section Knowledge Base Service (button)
in these reports Institution Report
Report by Institution List (report)
Report by Librarian List (report)
Report by Single Librarian (report)
Report by Single Subscription Group (report)
 
Report by Institution List (report)
definition Reports of the QuestionPoint activity of the libraries of a subscription group. One activity is shown per report; each institution is listed, with the number of times someone in that institution performed that activity.
notes These reports are available to subscription group administrators only. The administrator selects one of the activities in the drop-down menu (see the list of fields below), then each institution appears listed in the report. If an institution had no activity for what was selected, it is not listed.
permissions level Group Administrator
Report type Activity Status (report type)
frequency Monthly, Daily, and Hourly back to 2002
fields For a Daily or Monthly Breakdown
Ask Module:
Answers Sent
Number of Clarifications
Number of Patrons Logon
Questions Assigned to Librarian
Questions/Chat Transcripts Deleted
Questions Claimed by Librarian
Questions Recalled via E-mail
Questions Received from Global Network via Global Network
Questions Received from Virtual Partner
Questions Received (Total)
Questions Received via Coverage Group
Questions Received via Direct Entry
Questions Received via Direct Entry (Global Only)
Questions Received via Patron Form
Questions Received via Referral
Questions Referred to Coverage Group
Questions Referred to Global Network via Global Network
Questions Referred to Subscription Partner
Questions Referred to Virtual Partner
Questions Referred via E-mail
Questions Rejected
Text Messages Answers Sent
Text Messages Received
Chat Module:
Avg. Concurrent Session Requests (All Inst.)
Avg. Concurrent Session Requests (Your Inst.)
Co-Browsing Feature Used
Most Concurrent Session Requests (All Inst.)
Most Concurrent Session Requests (Your Inst.)
Number of Chat Sessions Accepted (Total)
Number of Chat Sessions Accepted via Coverage Group
Number of chat Sessions Accepted via Qwidget
Number of Chat Sessions Requested
Number of Chat Sessions Requested (After Hours)
Number of Chat Sessions Requested via Qwidget
Number of Chat Sessions Routed to Coverage Group
Knowledge Base Module:
Browses against Knowledge Base (Global)
Browses against Knowledge Base (Local)
Records Activated (Global)
Records Activated (Local)
Records Added to Database Automatically (Global)
Records Added to Database Manually (Global)
Records Added to Database Manually (Local)
Records Marked for Delete Pending from Knowledge Base (Global)
Records Marked for Delete Pending from Knowledge Base (Local)
Records Purged from Knowledge Base (Global)
Records Purged from Knowledge Base (Local)
Searches against Knowledge Base (Global)
Searches against Knowledge Base (Local)
Total times KB records were reused (Global)
Total times KB records were reused (Local)
Undo Delete Pending for Knowledge Base (Global)
Undo Delete Pending for Knowledge Base (Local)
Profile Module:
Searches against Profile Database
----------------------------------------------------------
For an Hourly Breakdown
Ask Module:
Answers Sent
Number of Clarifications
Number of Patrons Logon
Questions Received from Global Network via Global Network
Questions Received from Virtual Partner
Questions Received (Total)
Questions Received via Coverage Group
Questions Received via Direct Entry
Questions Received via Direct Entry (Global Only)
Questions Received via Patron Form
Questions Received via Referral
Questions Referred to Coverage Group
Text Messages Answers Sent
Text Messages Received
Chat Module:
Co-browsing Feature Used
Number of Chat Sessions Accepted (Total)
Number of Chat Sessions Accepted via Coverage Group
Number of Chat Sessions Accepted via Qwidget
Number of Chat Sessions Requested
Number of Chat Sessions Requested (After Hours)
Number of Chat Sessions Requested via Qwidget
Number of Chat Sessions Routed to Coverage Group
 
Report by Librarian List (report)
definition Reports of the QuestionPoint activity of a library or group. One activity is shown perreport; each librarian is listed, with the number of times he or she performed that activity.
notes These reports are available to institution or subscription group administrators only. The administrator selects one of the activities in the drop-down menu (see the list of fields below), then each librarian appears listed in the report. If a librarian had no activity for what was selected, s/he is not listed.
permissions level Institution (administrator)
Report type Activity Status (report type)
frequency Monthly, Daily, and Hourly back to 2002
fields For a Daily or Monthly Breakdown
Ask Module:
Answers Sent
Number of Clarifications
Questions Assigned to Librarian
Questions Claimed by Librarian
Questions Recalled via E-mail
Questions Referred via E-mail
Text Messages Answers Sent
Chat Module:
Co-Browsing Feature Used
Number of Chat Sessions Accepted (Total)
Number of Chat Sessions Accepted via Coverage Group
Number of Chat Sessions Accepted via Qwidget
Knowledge Base Module:
Records Activated (Global)
Records Activated (Local)
Records Marked for Delete Pending from Knowledge Base (Global)
Records Marked for Delete Pending from Knowledge Base (Local)
Records Purged from Knowledge Base (Global)
Records Purged from Knowledge Base (Local)
Undo Delete Pending for Knowledge Base (Global)
Undo Delete Pending for Knowledge Base (Local)
----------------------------------------------------------
For an Hourly Breakdown
Answers Sent
Co-browsing Feature Used
Number of Chat Sessions Accepted (Total)
Number of Chat Sessions Accepted via Coverage Group
Number of Chat Sessions Accepted via Qwidget
Number of Clarifications
Text Messages Answers Sent
 
Report by Single Librarian (report)
definition Statistics of the QuestionPoint activity of a single librarian or administrator account.
permissions level Librarian, Institution Administrator, Group Administrator

The Librarian level users can access statistics only for the account under which the user is logged in. The Institution level user can view any of the librarians in the institution for which the user is logged in. The Group level user (a BME, or group, administrator) can view any of the librarians in any of the institutions belonging to the group under which the group administrator is logged in.
Report type Activity Status (report type)
frequency Monthly and Daily back to 2002

The report has some Ask and Chat fields broken by hour.
fields (All fields listed alphabetically)
Profile Service

Searches against Profile Database
Knowledge Base Service
Browses against Knowledge Base (Global)
Browses against Knowledge Base (Local)
Records Added to Database Automatically (Global)
Records Added to Database Manually (Global)
Records Added to Database Manually (Local)
Records Purged from Knowledge Base (Global)
Records Purged from Knowledge Base (Local)
Records Activated (Global)
Records Activated (Local)
Searches against Knowledge Base (Global)
Searches against Knowledge Base (Local)
Ask Service
Answers Sent
Number of Clarifications
Questions/Chat Transcripts Deleted
Questions Claimed by Librarian
Questions Recalled via E-mail
Questions Referred to Subscription Partner
Questions Referred to Virtual Partner
Questions Referred to Coverage Group
Questions Referred to Global Network via Global Network
Questions Referred via E-mail
Questions Rejected
Text Messages Answers Sent
Chat Service
Co-Browsing Feature Used
Number of Chat Sessions Accepted via Qwidget
Number (Total) of Chat Sessions Accepted
 
Report by Single Subscription Group (report)
definition Statistics of the QuestionPoint activity of a subscription group (BME).
permissions level Group Administrator
Report type Activity Status (report type)
frequency Monthly and Daily

The Daily report has some Ask and Chat fields broken by hour.
fields (All fields listed alphabetically)
Profile Service

Searches against Profile Database
Knowledge Base Service
Browses against Knowledge Base (Global)
Browses against Knowledge Base (Local)
Records Added to Database Automatically (Global)
Records Added to Database Manually (Global)
Records Added to Database Manually (Local)
Records Purged from Knowledge Base (Global)
Records Purged from Knowledge Base (Local)
Records Activated (Global)
Records Activated (Local)
Searches against Knowledge Base (Global)
Searches against Knowledge Base (Local)
Total times KB records were reused (Global)
Total times KB records were reused (Local)
Ask Service
Answers Sent
Number of Clarifications
Number of Patrons Logon
Questions Assigned to Librarian
Questions/Chat Transcripts Deleted
Questions Recalled via E-mail
Questions Received from Coverage Group
Questions Received from Global Network via Global Network
Questions Received from Virtual Partner
Questions Received via Patron Form
Questions Received via Direct Entry
Questions Received via Referral
Questions Referred to Subscription Partner
Questions Referred to Virtual Partner
Questions Referred to Coverage Group
Questions Referred to Global Network via Global Network
Questions Referred via E-mail
Questions Rejected
Questions (Total) Received
Text Messages Answers Received
Text Messages Answers Sent
Chat Service
Avg. Concurrent Session Requests (All Inst.)
Avg. Concurrent Session Requests (Your Inst.)
Co-Browsing Feature Used
Most Concurrent Session Requests (All Inst.)
Most Concurrent Session Requests (Your Inst.)
Number of Chat Sessions Requested
Number of Chat Sessions Requested (After Hours)
Number of Chat Sessions Requested via Qwidget
Number of Chat Sessions Accepted via Qwidget
Number (Total) of Chat Sessions Accepted
 
Reports of Knowledge Base Records (report)
definition Statistics on records in your local knowledge base. Reports on how many records, and the percentage of the total, are coded in each of various categories.
notes These are counts of what is currently in your local KB, regardless of status. This does not report on Global Knowledge Base.
permissions level Group Administrator
report type Counts of Current Data (report type)
frequency These are cumulative counts. They are updated in real time.
fields Knowledge Base Record Number by Education Level
Knowledge Base Record Number by Format
Knowledge Base Record Number by Question Language
Knowledge Base Record Number by Status
Knowledge Base Record Number by Subject Area
 
Reports of Profile Contact Information (report)
definition A summary of information from the Profile Contact page presented in table format. Information is for all the institutions in a subscription group (BME).
notes This information makes it easy to track contacts for your institution.
permissions level Group Administrator
report type Counts of Current Data (report type)
frequency These are cumulative counts. They are updated in real time.
Fields Institution ID
Institution name
Alert E-mail address (this is for use if the institution participates in the Global
Reference Network)
Contact method
Primary Name
Gender (for purposes of proper address only)
Primary E-mail (address of primary contact)
Primary Phone (number of primary contact)
Fax (for primary contact)
Secondary Name (for secondary contact)
Gender (of secondary contact)
Secondary E-mail (address of secondary contact)
Secondary Phone (number of secondary contact)
Fax (for secondary contact)
Home page URL
Submitted per week (number of questions estimated to go to the GRN each week)
Process per week (number of questions you agree to handle per week from the
GRN)
Agent Quota (number of persons you will commit to answering GRN questions)
 
Reports of Profile Information (report)
definition A summary in table format of the status of all the institutions in a group (BME).
notes The group administrator can see at a glance which institutions have made themselves active in the group and which have not.
permissions level Group
report type Counts of Current Data (report type)
frequency These are cumulative counts. They are updated in real time.
Fields Institution ID
Inst Name
Language of Inst Name
Subordinate Unit
Team/Work Group
Apartment Number
PO Box
Street Address
Address (Cont.)
City
State/Province
Zip/Postal Code
Country
Time zone
Do you observe daylight savings in your area?
Profile status (within in your group or BME)
 
Reports of Sessions (report)
definition The count of a group’s chat sessions and email or walk-up transactions, from the last 90 days. Reports one institution per line. Shows the number of sessions with the institution’s patrons (whether handled by the institution, by another institution in the group, or by an institution outside the group) and the number of sessions the institution’s librarians handled for patrons of other institutions, inside and outside the group.

All institution totals are rolled into group totals in the last line. 
notes This report is probably most useful to members of the 24/7 Cooperative and other chat cooperatives. All transactions, including Deleted and Practice, are included here. Numbers hotlink to the actual transaction.
permissions level Ask Administrator; Institution Administrator; Group Administrator
report type Counts of Current Data (report type)
frequency You set the date range, within approximately the last 90 days, that you want to report on. These statistics are updated in real time.
Fields Sessions with Our Patrons
  Library (number of sessions the viewer’s library accepted)
  BME (number of sessions the viewer’s group, but not library, accepted)
  Outside BME (number of sessions Cooperative members accepted)
  Total
Our Sessions with Others’ Patrons
  BME's (number of sessions the viewer's librarians accepted for others in the group. This column includes follow-up work your library did when a transcript was claimed from Shared Follow Up).
  Outside BME (number of sessions the viewer's librarians accepted for patrons that came through a Cooperative member's web site).
  Total
Total Chats (Note that a group administrator must use this number with caution: the count in column 2 is duplicated in column 5. Also, column 5 could contain some of the counts from columns 1, 2, or 3.)
E-mailed Webform
  Library
  Outside Library (emails referred to the viewer’s library)
  Total
Grand Total
 
Reports of Sessions by Authorization (report)
definition The count of an institution’s chat sessions and email or walk-up transactions, from the last 90 days. Reports one authorization, or librarian, per line. Shows the number of sessions with the institution’s patrons (whether handled by the librarian, by librarians from another institution in the group, or by librarians from an institution outside the group) and the number of sessions the institution’s librarians handled for patrons of other institutions, inside and outside the group.

All librarian totals are rolled into institution totals in the last line. 
notes This report is probably most useful to members of the 24/7 Cooperative and other chat cooperatives. All transactions, including Deleted and Practice, are included here. Numbers hotlink to the actual transactions.
permissions level Ask Administrator, Institution Administrator. Group Administrators can see statistics for only the librarians in the institution associated with the Group Admin account.
report type Counts of Current Data (report type)
frequency You set the date range, within approximately the last 90 days, that you want to report on. These statistics are updated in real time.
fields (See field notes in previous report, Reports of Sessions)
Sessions with Our Patrons

  Library
  BME
  Outside BME
  Total
Our Sessions with Others’ Patrons
  BME’s (this column includes follow-up work your library did for another library in your group when the transcript was claimed for Shared Follow Up)
  Outside BME
  Total
Total Chats
E-mailed Webform
  Library
  Outside Library
  Total
Grand Total
 
Resolution Codes
definition The number of chat sessions that were assigned each of 5 possible codes. Only one code can be assigned per session. Codes cannot be assigned until a session has ended. The codes determine the disposition of the transcript.
notes For members of chat coverage groups. Most often used by the members of the 24/7 Cooperative. Numbers hotlink to the actual transcripts.
permissions level Ask Administrator, Institution Administrator, Group Administrator
report type Counts of Current Data (report type)
frequency You set the date range, within approximately the last 90 days, that you want to report on. These statistics are updated in real time.
Codes Answered. The question was answered and requires no further action. The transcript is filed in the Answered folder.
Followup By Me. The chat librarian intends to do more work after the session ends. The transcript is filed in the New folder of the chat librarian’s open questions.
Followup By Patron’s Library. The patron’s library is expected to do additional work on this question or make the final decision as to its disposition. The transcript is filed in the New folder of the patron’s library’s open questions. If the patron’s library is part of a group that utilizes Shared Followup, the transcript will also appear
there.
Lost Call. Used to indicate a patron who left the session or who was otherwise lost and who did not leave an e-mail address for follow up.
Practice. The session was a practice sessions. No further action is required.
 
Reused extant KB records in QP (field)
definition Cumulative total of the number of Global and local knowledge base records that have been forwarded to patrons or copied to the message text box on the Answer page (Ask module) to answer questions.
notes If a record is copied or forwarded multiple times, the record is counted only once in this field.

A record is counted whether or not it is saved as a draft before the answer is sent to the patron.

If a record is deleted from a knowledge base, it is removed from the total--thus, the “extant” in the field label.
frequency This is a cumulative count that has been reported monthly since 2004.
in this section Administration Service (section)
in these reports QP Usage Report
 

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S

Searches against Knowledge Base: Global (field)
definition Number of searches performed in the Global Knowledge Base.
notes Before October 2004, this field contained the number of searches and browses. Beginning in October 2004, it contains only the number of searches. Another field, Browses against Knowledge Base: Global, was added to contain the number of browses.
frequency Monthly and Daily back to 2004
in this section Knowledge Base Service (section)
in these reports Institution Report
QP Usage Report
Report by Institution List (report)
Report by Single Subscription Group (report)
 
Searches against Knowledge Base: Local (field)
definition Number of searches performed in your local knowledge base.
notes Before October 2004, this field contained the number of searches and browses. Beginning in October 2004, it contains only the number of searches. Another field, Browses against Knowledge Base: Local, was added to contain the number of browses.
frequency Monthly and Daily back to 2002
in this section Knowledge Base Service (section)
in these reports Institution Report
Report by Institution List (report)
Report by Single Subscription Group (report)
 
Searches against Profile Database (field)
definition Number of searches performed in the profiles of libraries.
notes Profile searches can be performed in the Profile module by administrators of subscription groups or administrators of full subscribers that are not subscription group members.
frequency Monthly and Daily back to 2002
in this section Profile Service (section)
in these reports Institution Report
Report by Institution List (report)
Report by Single Subscription Group (report)
 
Sessions by Authorization
See Reports of Sessions by Authorization (report).
 
Sessions report
See Reports of Sessions (report); Reports of Sessions by Authorization (report).
 
Sessions with Our Patrons (section)
definition The number of chat sessions requested by patrons who used your library’s chat form or Qwidget. This number is further broken into who answered the patron’s request: the library; another library in the group, a library in the 24/7 Cooperative but not in the viewing library’s group.
notes Each row represents an institution. For institutions in a group, the Totals row represents all institutions.
in these reports Reports of Sessions (report)
Reports of Sessions by Authorization (report)
cells/columns Library
BME
Outside BME
Total
 
Sessions with Our Patrons: Library (cell/column)
definition For each institution (Reports of Sessions), the number of chat sessions requested by your patrons that your librarians answered.

For each authorization (Reports of Sessions by Authorization), the number of chat sessions requested by your patrons that a particular librarian in your institution answered.
notes Each row represents an institution (Reports of Sessions). For institutions in a group, the Sessions with Our Patrons: Library cell in the final Totals row represents all sessions that were answered by the patron’s library.

Each row represents an authorization, or librarian (Reports of Sessions by Authorization). The Sessions with our Patrons: Library cell in the final Totals row represents all sessions that were answered by your institution’s librarians.
frequency You set the date range, within approximately the last 90 days, that you want to report on. These statistics are updated in real time.
in these reports Reports of Sessions (report)
Reports of Sessions by Authorization (report)
 
Sessions with Our Patrons: BME (cell/column)
definition For each institution (Reports of Sessions), the number of chat sessions requested by your patrons that another institution in your group answered.

For each authorization (Reports of Sessions by Authorization), the number of chat sessions requested by your patrons that a librarian from another institution in your group answered.
notes Each row represents an institution (Reports of Sessions). For institutions in a group, the Sessions with Our Patrons: BME cell in the final Totals row represents all sessions that were answered by anyone in the group.

Each row represents an authorization, or librarian (Reports of Sessions by Authorization). The Sessions with our Patrons: BME cell in the final Totals row represents all of your institution’s sessions that were answered by librarians from other institutions in the group.
frequency You set the date range, within approximately the last 90 days, that you want to report on. These statistics are updated in real time.
in these reports Reports of Sessions (report)
Reports of Sessions by Authorization (report)
 
Sessions with Our Patrons: Outside BME (cell/column)
definition For each institution (Reports of Sessions), the number of chat sessions requested by your patrons that a 24/7 Cooperative institution not in your group answered.

For each authorization (Reports of Sessions by Authorization), the number of chat sessions requested by your patrons that librarians from 24/7 Cooperative institutions not in your group answered.
notes Each row represents an institution (Reports of Sessions). For institutions in a group, the Sessions with Our Patrons: Outside BME cell in the final Totals row represents all sessions that were answered by anyone not in your group.

Each row represents an authorization, or librarian (Reports of Sessions by Authorization). The Sessions with our Patrons: Outside BME cell in the final Totals row represents all of your institution’s sessions that were answered by librarians from institutions not in your group.
frequency You set the date range, within approximately the last 90 days, that you want to report on. These statistics are updated in real time.
in these reports Reports of Sessions (report)
Reports of Sessions by Authorization (report)
 
Sessions with Our Patrons: Total (cell/column)
definition See Sessions with Our Patrons (section) above. This represents the sum of the Library, BME, and Outside BME cells.
frequency You set the date range, within approximately the last 90 days, that you want to report on. These statistics are updated in real time.
in these reports Reports of Sessions (report)
Reports of Sessions by Authorization (report)
 
Statistics of Profile Status (report)
definition The number and percentage of the profiles of the members of a group that have a status of Active.
permissions level Group Administrator
report type Counts of Current Data (report type)
frequency These are cumulative counts. They are updated in real time.
 
Subscription Group (definition)
definition A group of institutions that subscribe to QuestionPoint together.
notes A Subscription Group (sometimes referred to as a BME—Base Management Environment) has an administrative account that controls various settings for all members of the group. A Subscription Group has a knowledge base (local KB) that all members share and, usually, at least one chat queue that all members can offer to their patrons and monitor.

Most reports are available at the Subscription Group level, meaning the group administrator can get statistics for the groups as a whole, for each institution in the group, and for each librarian in each institution.
 

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T

Text Messages Answers Sent (field)
definition Number of answers sent in response to questions received as text messages.
notes Since multiple answers can be sent for a single question, this number is often greater than the number of questions received as text messages.
frequency Monthly, Daily, and Hourly back to 2010
in this section Ask Service (section)
in these reports Institution Report
Report by Institution List (report)
Report by Librarian List (report)
Report by Single Librarian (report)
Report by Single Subscription Group (report)
 
Text Messages Received (field)
definition Number of questions received as text messages.
notes Must also subscribe to a texting service that is integrated with QuestionPoint.
frequency Monthly, Daily, and Hourly back to 2010
in this section Ask Service (section)
in these reports Institution Report
Report by Institution List (report)
Report by Single Subscription Group (report)
 
Times extant KB records were reused (field)
definition Cumulative total of the number of times that Global and local knowledge base records have been forwarded to a patron or copied to the message box on the Answer page (Ask module) to answer questions.
notes If a record is used (forwarded or copied) multiple times, each use is counted in this field.

A use is counted whether or not the record is saved as a draft before the answer is sent to the patron.

If a record is deleted from a knowledge base, its reuses are removed from the total. (Thus, the term “extant.”)

QuestionPoint began to record this statistic in February 2004.
frequency Monthly back to 2004
in this section Administration Service (section)
in these reports QP Usage Report
 
Total Chats (cell/column)
definition The total number of chat sessions either coming into this library (Our Patrons) or into other libraries but handled by our librarians (Our Sessions with Others’ Patrons).
notes (Reports by Sessions) Each row represents an institution in the group.

 Caution: Group administrators should remember that in the final Total row, this cell overstates the total number of chat sessions handled because sessions counted under Our Patrons as picked up by another institution in the group will be counted for that other institution in their Our Sessions with Others’ Patrons: BME’s cell.

frequency You set the date range, within approximately the last 90 days, that you want to report
on. These statistics are updated in real time.
in these reports Reports of Sessions (report)
Reports of Sessions by Authorization (report)
 
Total times KB records were reused: Global (field)
definition Number of times that Global knowledge base records were forwarded to a patron or copied to the message box on the Answer page (Ask module) to answer questions.
notes If a record was used (forwarded or copied) multiple times during the month, each use is counted in this field.

A use is counted whether or not the record is saved as a draft before the answer is sent to the patron.

QuestionPoint began to record this statistic in April 2007.
frequency Cumulative
in this section Knowledge Base Service (section)
in these reports Institution Report
Report by Institution List (report)
Report by Single Subscription Group (report)
QP Usage Report
 
Total times KB records were reused: Local (field)
definition Number of times that local knowledge base records were forwarded to a patron or copied to the message box on the Answer page (Ask module) to answer questions.
notes If a record was used (forwarded or copied) multiple times during the month, each use is counted in this field.

A use is counted whether or not the record is saved as a draft before the answer is sent to the patron.

QuestionPoint began to record this statistic in April 2007.
frequency Cumulative
in this section Knowledge Base Service (section)
in these reports Institution Report
Report by Institution List (report)
Report by Single Subscription Group (report)
 

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V

Virtual Group (definition)
definition A group that has been created by a QuestionPoint institution in the Administration module. This can be a subscription group that has been opened to other institutions outside the group for referral purposes. It can also be a completely new group made up of various single institutions not in the same subscription group. Virtual groups can be used for referring questions to one another or for covering one another’s email questions.
notes A virtual group has access to a local knowledge base if the creator of the group is a subscription group administrator. In this case, the KB is the local KB of the subscription group.

Virtual group statistics appear as line items within the Ask Service section of Activity Reports: Questions Received from/Referred to Virtual Partner, and Questions Received from/Referred to Coverage Group.

Unlike Subscription Group administrators, creators of virtual groups cannot see activity at the individual institution level.
 
Virtual Group (permissions level)
See Permissions Levels (definition).

 

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