How to automatically prompt users to add chats and tickets to Reference Analytics

The Reference Analytics module is an ideal place to record reference interactions that occur outside LibAnswers, such as at your reference desk or over the phone. However, you can also record ticket replies and chats, as well. To remind users to do this, you can enable automated prompts.

  1. Go to Admin > System Settings.
  2. Under the General tab, scroll down to the RefAnalytics box.
    1. Require RefAnalytics on Chat close: this allows you to prompt users with the Add to Ref Analytics window at the end of each chat.
      • Yes: when a user closes the chat window, they will be prompted to add the chat to a Reference Analytics dataset.
      • No: users will not be prompted, though they can still add the transaction by manually clicking the Ref Analytics button in the chat window.
    2. RefAnalytics Prompt: this allows you to prompt users to add a ticket to a Reference Analytics dataset.
      • [Don't Prompt]: when selected, users will not be prompted to add the transaction, though they can still manually do so when sending a reply or internal note.
      • When Closing Ticket: a prompt will appear when a ticket's updated to a status of Closed. This will give the user an opportunity to add the ticket before sending the reply.
      • On All Replies: a prompt will appear each time a user sends a reply to a patron.

The RefAnalytics box 

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