Viewing statistics, transcripts, and ratings for chats that used screensharing

When the LibChat Screensharing & Webinars module is enabled for your LibAnswers system, we'll give you the tools you need to easily analyze chats that used a screensharing session. This includes:


Screensharing statistics

To analyze your LibChat statistics for chats using screensharing, log into LibAnswers and go to LibChat > Statistics.

  1. To view stats only for chats during which a screensharing session was used, select "Yes" from the Screensharing dropdown.
    • Yes: this includes all chats where the operator clicked on the Request Screenshare button in the chat window, even if the screensharing session was not joined.
    • No screenshare: this includes all chats where the operator did not click on the Request Screenshare button.
    • All: this will include all chats, regardless of whether or not screensharing was used.
  2. Set any other filters as needed, then click on the Filter button to update the stats reports.
    1. Distributions: under this tab, you'll be able to analyze the number of chats over time, by month, day of the week, hour of the day, and a combined day/hour table. This can help you see how often screensharing has been used in patron chats.
    2. Browser/OS & Referrer: under this tab, you'll see a breakdown of the browsers, operating systems, and widgets that were used during chats where screensharing was requested.
    3. Clients/Staff: under this tab, you'll see how many chats in which screensharing was used, broken down by staff member and department.

Statistics with the Screensharing filter set to Yes

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Chat ratings and comments

One way you can assess the impact of using screensharing is by analyzing the ratings and comments provided by patrons at the end of each chat -- particularly if you compare chats that used screensharing against those that did not.

To view your ratings and comments, log into LibAnswers and go to LibChat > Statistics.

  1. Click on the Chat Ratings tab.
  2. To view ratings only for chats during which a screensharing session was used, select "Yes" from the Screensharing dropdown.
    • Yes: this includes all chats where the operator clicked on the Request Screenshare button in the chat window, even if the screensharing session was not joined.
    • No screenshare: this includes all chats where the operator did not click on the Request Screenshare button.
    • All: this will include all chats, regardless of whether or not screensharing was used.
  3. Set any other filters as needed, then click on the Filter button to update the reports.
    1. Ratings Summary: under this tab, you'll be able to analyze a breakdown of chat ratings by score, including the average rating.
    2. Browse Optional Comments: under this tab, you'll be able to read the comments provided by patrons with their rating score. This can help you learn more about what was or was not helpful during these chats. You can also view the transcript for each chat, as well, for additional details (including the duration of each screensharing session).

Chat Ratings with the screensharing filter set to Yes 

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Transcripts

By viewing the transcripts for chats that used screensharing, you can see the context in which screensharing was used with patrons. Included with each transcript's metadata is the screenshare duration, which allows you to see how long screensharing was used compared to the total chatting duration.

To get started, log into LibAnswers and go to LibChat > Transcripts.

  1. To view transcripts only for chats during which a screensharing session was used, select "Yes" from the Screensharing dropdown.
    • Yes: this includes all chats where the operator clicked on the Request Screenshare button in the chat window, even if the screensharing session was not joined.
    • No screenshare: this includes all chats where the operator did not click on the Request Screenshare button.
    • All: this will include all chats, regardless of whether or not screensharing was used.
  2. Set any other filters as needed, then click on the Filter button to update the list. (Learn more about viewing, editing, and managing transcripts.)

Transcripts with the Screensharing filter set to Yes

  1. Click on a transcript's view () icon in the Actions column to view its text and metadata.
    1. When viewing a transcript, the Screensharing value will indicate if screensharing was used during the chat.
    2. The Screenshare Duration value will indicate how long the screensharing session lasted. The duration begins when the operator signs into the screensharing session as the host and finishes when they end the meeting (in other words, the amount of time spent in the screensharing meeting room). If a screenshare was requested but the session was never started by the chat operator, then the duration will be 0.
    3. In the transcript text, you will see a [Screensharing invitation sent.] message when the operator clicked the Request Screenshare button.

A chat transcript

 

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