FAQ content

Ref. Analytics & System Settings: Automatically prompt users to add chats and tickets to Reference Analytics

In this article

Ref. Analytics prompts

To remind users to record Reference Analytics transactions for any tickets and chats they have answered, you can enable automated prompts:

  1. Go to Admin > System Settings.
  2. Under the General tab, scroll down to the Ref. Analytics box.
    1. Require Ref. Analytics on Chat close: this allows you to prompt users with the Add to Ref Analytics window at the end of each chat.
    2. Ref Analytics Ticket 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 is updated to a status of Closed. This will allow the user 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

Add to Reference Analytics By Default option

Each queue's settings can also be configured to have the Add to Ref. Analytics option checked by default when answering tickets. To enable this option for a queue:

  1. Go to Admin > Queues.
  2. Locate the queue you want to customize and click on its Edit () icon in the Actions column.
  3. Under the General tab, in the Add to Reference Analytics By Default? panel, set the option to Yes or No.
  4. Click the Save button.
Screenshot highlighting the General tab for a queue's settings