Quality Tip: What does 'Lost Call' REALLY mean? Not what you may think!

It does NOT mean that you were chatting with a patron and lost the call or that patron is "no longer connected."

It means that you did not receive any chat whatsoever from a patron who logged in anonymously.

This is the only time that Lost Call can be used:

• No Email AND No Chat --->  Lost Call

For a visual representation of the proper use of our Resolution Codes, please see the flowchart created by Julie Strange of Maryland AskUsNow!

http://askusnow.info/partners/h/ResolutionCodeFlow.pdf

Explanation:  If a patron provides an email address then the session MUST be coded as Follow Up By Patron's Library. even if there is no chat from patron during the session. This alerts the patron’s library to review the session and decide whether to send the patron an email followup.  The Lost Call code moves the session directly to the patron library's Closed folder, where the library typically would not look.  If patron does not provide an email but does interact with the librarian during the session, then disconnects or the call is dropped: code as Answered.  This allows patron library to review the interaction.

Sessions coded Lost Call appear (1) in the Closed list and (2) under “Review Transcripts” in the Ask module.  (Under Review Transcripts, you can specify the resolution code Lost Call).

Please comment to the Blog or email Susan McGlamery (mcglames@oclc.org) with any and all questions about the Lost Call code!

Comments

[Tony]

What about changing the name of "Lost Call" to something like "No Email AND No Chat" to help with the confusion? To me, lost call seems closer to disconnected than there is no email and no chatting.