Saturday’s cutover was successful! We are glad to have you all now accessing our servers, where we can provide faster service more tailored to your needs and track usage for you. There are still many tweaks and enhancements we want to implement, and a few bugs that need to be fixed.
Please continue sending your comments, feedback, and problems on our support form, at https://www3.oclc.org/app/questionpoint/support/. You can also access this from My QuestionPoint home page or from the home page of QuestionPoint.org. Your comments have been very helpful in helping us identify issues and establish priorities.
Some differences you will have noted with the cutover are:
All the scripted messages are in a list in the lower left portion of the chat interface. The list is arranged alphabetically by whatever you chose to title that script. Cooperative supervisors, you can cause the scripts to be in a more logical order by prefacing the script name with a number (01_Greeting; 02_Interesting Question; 03_Please clarify…. Etc). This will hopefully make the scripts easier to use.
2. Librarian Name
Prior to the cutover, the librarian’s screen name and library name were sent to the patron at the beginning of the chat session. We received considerable negative feedback on this, so we reverted to the original QuestionPoint way of simply identifying the librarian as “Librarian”. We will be studying this issue in more detail, so stay tuned!
In response to your comments, we did have an out-of-cycle install on Monday night, March 20, to address a few of the most serious issues:
1. Queue Names
The queue that the patron comes in through now appears not only in the red text (that announces a new patron), but it continues to show behind the New tab. This will help you identify which patrons are from your group, if you are monitoring locally. In addition, patrons from public library queues are noted with an “A” preceding the queue name, and academic patrons have a “B” preceding their queue name. You can sort each column of this window, so when you click on the New tab, then click on the column heading Queue, that will organize all of the waiting patrons into an alphabetic list, thus all “A” (public) library patrons will be first, then the “B” academic patrons second. Unlike the old software, you can pick up anyone in the New list. You don’t have to select the patrons who have waited longest.
In addition, the queue name appears behind the Patron’s Info tab right after Patron’s Library.
If you are logged in and monitoring chat, you can now see yourself behind the Librarian tab. Just be sure not to click on your name – this will cause you to send an IM to yourself!
Some cooperative libraries were seeing libraries in their queues that did not belong to the 24/7 Cooperative. That has been fixed.
4. Multiple patron sessions.
Many of you saw multiple sessions for the same patron and question. In some cases, the repetition was extreme. We have made some minor changes to how “abandoned” sessions are handled to alleviate this problem and clean up these sessions sooner.
Many of you using the practice queue may also have encountered this problem, because the test patron form could be submitted repeatedly. This can no longer happen with that form.
5. Patron’s view.
We know that the message about the number of patrons waiting did not have the same appropriateness for the cooperative as it did for our QuestionPoint single-institution chat users. That message has now been changed to: "Thank you for your question! There may be a brief delay while we connect you to a librarian. We will be with you in just a moment."
We’re very glad to have you all on board! Please keep the comments coming.
The QuestionPoint Team