In last Tuesday’s tip, we spoke of the importance of using a resolution code when ending your chat session, and we provided a link to the Best Practices document explanation of the resolution codes (https://questionpoint.org/policies/bestpractices.pdf, see item 6)
The code which is used most inconsistently is “Lost Call”. This code should only be used for sessions where the patron does not respond during the session and no email address is provided. When Lost Call is used, the session will never appear in the Active question list of the patron library (or of the chatting librarian). Instead, the session will only appear in the Closed list.
Here are some examples:
- Librarian picks up patron, and patron has no email address. Patron never responds during the session. Librarian should use Lost Call.
- Librarian picks up patron, and patron has no email address. Patron and librarian chat, and librarian sends some web pages. Then patron disconnects. Librarian should code this as Answered.
- Librarian picks up patron, and patron has left an email address. Patron never responds during the session. Librarian should use Follow Up by Patron Library.
Please comment below if you have any questions or comments on Lost Call, or resolution codes in general.