Scripts inserted at
cursor
An
important change for long-time users of QuestionPoint’s e-mailed web-form
features, scripts can now be inserted at the cursor. Scripts have always been inserted at the end
of typed text in the Answer or Clarification field, when responding to an
e-mailed question. After Sunday’s
install, the script you can insert the script wherever your cursor is active.
Public search of
local knowledge bases
Finally,
searching of your local knowledge base by your patrons is possible! Administrators must indicate if the local KB
should be searchable outside the QuestionPoint application. They can also compose the ownership statement
that should appear on every record retrieved. Only records marked “Public” in
your KB will be searchable.
Instructions at http://www.questionpoint.org/support/documentation/templates/search_globalkb.html 9:00 PM EDTlead administrators through set-up in the QuestionPoint Administration module, as well as provide the necessary lines to be added to the HTML script for your web page. These lines will allow your library either to link to the QuestionPoint Basic Search page or to actually mount the basic-search input box on your own web page. You can also link directly to the Advanced Search page if you want. 9:00 PM EDT, or 6/3, 0100 GMT). (Note: Updated documentation at the above site is planned for deployment Thursday evening, 6/2, at 9
(Click the screenshot to see the full detail)
Other alphabets
enabled in the Knowledge Bases
Other
alphabets should now be indexed properly in the QuestionPoint knowledge
bases. This includes Arabic, Greek,
Hebrew, Korean, and Russian alphabets, which were not searchable until now.
Enhanced reports
The
reports accessible in the Ask module have been enhanced to better detail the
types of questions and sessions. In
Ask/Reports/General Institution and Ask Administrators can limit a search by
the following transactions types:
- All
transactions (both web form and chat)
- All
transactions received via e-mailed web form
- Transactions
received from your own web form
- Transactions
you handled for other libraries
- All
chat sessions in which your library was involved
- Your patrons: sessions your library handled
- Your
patrons: sessions someone in your group handled
- Your
patrons: sessions handled by a 24/7 or other coverage library
- Others’
patrons: all sessions in which your library was involved
- Others’
patrons: sessions you handled for your group’s libraries
- Others’
patrons: sessions you handled for 24/7 or other coverage libraries
A
new table format in Ask/Reports/Sessions will allow you to see similar
breakdowns for all your transactions, including grand totals.
The
Reports Reference Guide will also be updated to reflect these changes.
BME
administrators should once again see the names of the librarians in their
group’s libraries, via the Ask/Reports.
(Click the screenshot to see the full detail)
For Flash Chat Users
Chat monitor
preferences saved
Flash
Chat librarians can now save the preferences they set within the chat monitor.
The settings are attached to your login authorization, so if you change
computers, you won’t have to reset them.
New Alerts
There
are new sounds for IM notification and for patron response notification. Additionally, there are visual cues in the
chat monitor when the patron has sent a chat message.
Adjustments
The
Chat Monitoring Tool now more clearly shows each librarian and which queues are
being monitored. Additional tweaks have
been made to further reduce the likelihood of duplicated chat session
requests.
New resolution code
for dropped session
A
new resolution code, Lost Call, has been added for Flash Chat users. Previously, the only two resolution codes
were “answered” and “follow up” (by either chatting librarian or patron
library). You can use the Lost Call code
whenever a patron ends the call or drops, and you do not have sufficient
information to send to follow up. When used, the ended chat session will go
immediately to the Closed folder of the appropriate libraries.
(Click the screenshot to see the full detail)
Visual feedback that
descriptive code selection was successful
Flash
Chat librarians will have visual feedback when they select multiple Descriptive
Codes. A counter to the right of the
code field will immediately indicate how many codes you have thus far selected.
(Click the screenshot to see the full detail)
Updated
viewlets will be available at http://www.questionpoint.org/education/index.html
We
would like to take this opportunity to remind Flash Chat users of the
following:
- Please visit http://www5.oclc.org/questionpoint/Chat_setup.pdf if you have questions about your browser set up. There are several option settings that are recommended, as well as “best” versions of browsers, VM software, and Flash for optimum performance.
- Flash Chat users must click the Submit button when opening the chat monitor.
- Make sure your browser’s pop-up blocker is off, or you may not even see the window in
which to submit your queue selections.
- We know some of you still occasionally experience the flashing frame problem: users of IE,
with the XP operating system, see the chat monitor screen refreshing frequently, but without accepting any new input. This has been identified as a problem with Microsoft’s “Active X.” We
understand that a patch is being distributed by MS, but the update may be dependent on your own network and IT staff. If you experience the flashing frame problem, exit the chat monitor by closing the browser (use the X at the top right of the browser window), then launch chat once again. You should still be in the same session, and will be able to continue chatting.
Comments