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Friday, January 14, 2022

Staffing Assignments in the Webclient

Hope everyone is having a great new year so far! Let's talk about an important webclient change. 

When you log into the webclient for your chat shift, you are greeted by a selection window that presents a list of queues. The selections you make in this window control whether or not you will receive incoming chats from guests. Also these selections are remembered from login to login so you don't have to set them every time you log in. Nothing new so far, right? What is new is that we've replaced the checkboxes with YES/NO buttons. We received a lot of excellent feedback from folks who pointed out that the old checkboxes were confusing. Please give these new buttons a go and see what you think!

In order to receive incoming chats from guests, you need to be assigned as an operator on at least one queue AND you have to be opted into staffing the queue. Queues are how LibraryH3lp routes incoming chats from guests to multiple operators at the same time. 

If you want to receive incoming chats from guests on a queue, make sure the "YES" button associated with that staffing assignment is green.

Selection window seen when logging into the webclient for staffing

If you DO NOT want to receive incoming chats from guests on a queue, make sure the "NO" button associated with that staffing assignment is red. For example, you might opt OUT of receiving chats on all of your staffing assignments when you want to log in but only chat with your colleagues. 

When you are opted OUT of staffing at least one queue, you'll see a purple alert message which reminds you that you won't receive any chats from that queue while opted out.

An alert message is shown when you are opted OUT of staffing at least one queue.

In the selection window and at the bottom of your queue assignments list, there is a handy "Receive chats on ALL queues" checkbox. You can use this to ensure all staffing assignments are set to YES. Folks assigned to a lot of queues will find this checkbox especially useful. Also folks with a lot of staffing assignments may need to scroll in order to review them all before connecting.

Fast forward. Let's say you've reviewed your staffing assignments and connected. What if you wish to change those staffing assignments later? You can do that without logging out and then back in! Look for the "Staffing Assignments" tab in the Contacts sidebar. The tab heading also reflects how many queues you are staffing from your assigned queues. For example in the screenshot below, I'm assigned to 3 queues and staffing all of them -- so 3 out of 3 or 3/3

Click "Staffing Assignments" to opt in/out of queues after login.

After you click "Staffing Assignments" in the contacts sidebar, you'll see the same YES/NO buttons as you did at login.

Use the YES/NO buttons under "Staffing Assignments" to control whether or not you receive chats.

As always, we appreciate constructive feedback on this and any other aspect of LibraryH3lp. If you have ideas you'd like to share, please email us at

Why don't I see this change?

We'll be rolling the change to each of the regional servers soon. Here's the release status so far (and we'll update this section as rollouts happen):
  • Singapore: January 14, 2022
  • Europe: January 14, 2022
  • Canada: January 15, 2022
  • Main (North America): January 29, 2022

What happens if I don't use the webclient for staffing? 

If you do not use the webclient for staffing, then you will not have the option to adjust staffing assignments within your chosen alternate chat client. If you need to change your staffing assignments, briefly log into the webclient to update the YES/NO button for each queue as desired. Then you can log back out of the webclient and resume staffing in your chose alternative chat client.

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