Skip to main content

Local Coordinators FAQs

Browse and search frequently asked questions.

All 

View and download usage statistics for your library

1357 views   |   0 Vote this question as useful.   0 Vote this question as not useful.   |   Last updated on Jan 30, 2024    Statistics

 

This FAQ walks through the steps to view and download usage statistics for your library.

For session data, see the FAQ View and download session data for your library.

View and download usage statistics

1. Login to the LibraryH3lp dashboard with your LibraryH3lp admin account

2. Navigate to Chat Reports  in the left-hand menu. You'll be directed to the Report Options screen

3. There are a number of different reports you can run, view, and download: ‌

  • Choose the report you would like to generate from the drop down menu:
    • Recommended Reports:
      • Chats Per Month
      • Chats Per Operator
      • Chats Per Queue
    • Non-recommended Reports: 
      • Chats Per Protocol (all chats are generally web protocol)
      • Chats Per Profile (does not provide additional information)
  • Enter a Start Date and End Date
  • Minimum Chat Duration OR Include Not Answered
    • You can decide if you would like to include chats that were not answered (i.e., no chat duration), or set a minimum chat duration
      • Note: To include all chats, select "Include Not Answered"
    • Minimum Chat Duration
      • You can set the minimum chat duration of chats to be included in the report, in seconds
      • By default, this is set to 45 seconds
  • Select the appropriate queue(s)
    • There are two approaches to selecting queues:
      • If you want usage data for the full AskAway service:
        • ​Use the 'Queue' heading to select all queues
        • Deselect askaway-practice, askaway-testing, and askaway-testing-proactive to remove chats from training and practice sessions

 â€‹

  • ​​If you want usage data for your institution only: 
    • Use the 'Queue' heading to deselect all queues
    • Scroll through and select the queue for your institution
    • Remember to also select the proactive chat queue, if applicable for your institution 

  • Click Generate Report

4. The results will generate:

  • Chats Per Month: the total number of chats AskAway received from the selected queues, per month, displayed in a graph. A spreadsheet with the data is also available below the graph. 
  • Chats Per Operator: a spreadsheet with information about the number of chats handled by an operator, based on the selected queues. This sheet can be sorted alphabetically from the operator column, which will group operators from the same institution together.
    • Note: The Chat per Operator report does NOT include unanswered chats (i.e., chats that have no operator). To see how many chats have no operator assigned, download session data and look for chats that have no duration or wait time assigned.
  • Chats Per Queue: a graphical representation of the total number of chats AskAway received from the selected queues within the selected time frame. A spreadsheet with the data is also available below the graph.
Example Chats Per Month graph:

 

5. To download the data, click the    button at the bottom right