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Wednesday, July 30, 2008

New and Improved Call History

If you've been in the admin interface lately, you might have noticed we have a new beta call history area. I think it's very cool. If you have more than one queue, you can look at your queues individually or all together. You can look at all the chats and IMs on your queues for a specific day or a date range; you can see things like how long it took each chat to get answered, the duration of each chat, and the operator that took a chat. You can sort by columns. You can bulk download transcripts. You can delete transcripts and entire call histories. You can save your call history to a csv file so you can play with it in Excel.

The system identifies chats that went unanswered; often these are the patron coming back to say "thanks, bye" after the operator has closed their window. But sometimes they are actual missed chats, and it's great to be able to locate these easily to identify problems with a staffing model or little tech glitches.

You can also read what those pesky IM system messages say and easily select them for deletion. Another thing Eric added in on my whim because it was fairly easy: you can hover over a guestID and see the detailed transcript rather than having to click into each one to read the transcript.

It's all terribly exciting for those of us who have to prepare statistics for reports!

If you have transcripts enabled, you'll see a link on your queue pages. You can also go directly to: https://libraryh3lp.com/calls, login with your admin account, and play with the new toy.

Enjoy!

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