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24/7 Co-Op: View feedback for chats answered in a co-op

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When you answer a chat from another library in your co-op, staff at that library can view the transcript and provide you with feedback. This can be helpful for assessing the quality of co-op chats, while also helping co-op staff to learn and improve.  For example, a local librarian could use the feedback feature to explain a local policy or collection that could have helped answer the patron's question. This knowledge can then help co-op staff utilize those resources better in the future.

Feedback is added to your co-op's QA Feedback page where the librarian that answered the chat and the co-op's admins can review it and respond to the original feedback if a reply is needed. It is also emailed directly to the co-op librarian that answered the chat.

Co-op admins are able to view all feedback on this page, Institution admins can view feedback for any librarian in their institutional group, and regular-level users can view feedback for chats that they have answered. 

View QA feedback

  1. Log into your local LibAnswers site and click on LibChat in the navigation bar.
  2. From the dropdown, select the Login link for the co-op you want to add users to.
The co-op login link under the LibChat menu
  1. Once you're logged into the co-op, click on QA Feedback in the navigation bar.
Filters and data table on the Feedback page
  1. On the Feedback page, use the filters to narrow or expand the feedback responses.
    1. Operator: if you are a Regular user, you will only be able to view feedback for the chats you answered. If you are an Institution Admin or Co-Op Admin, select the "Me" option to view feedback for the chats you personally answered, or select "Everyone" to view chats for all users in your co-ops.
    2. Institution: use this to include or exclude chats from specific co-ops.
    3. Given from & to: use these fields to display feedback provided during a specific date range.
    4. Click on the Filter button to apply your changes.
    5. Click on the Clear link to reset the filters to their default settings.
  2. Below the filters, you'll find a data table listing all of the feedback matching your filter criteria.
    1. Search: enter text in this field to further narrow the list to matching records.
    2. Date: this column displays the date and time stamp of when the feedback was submitted (this is not the date & time the chat was answered).
    3. Institution: this column displays the institution providing the feedback.
    4. Chat Thread: click the link in this column to view the corresponding chat transcript and details. The transcript will open in a modal window over the page.
    5. Admin Name: this is the name of the person who left the feedback from that institution.
    6. Operator: this is the name and institution of the staff member who owned the chat.
    7. Comments: if the person left a comment, it will display here.
    8. Rating: if the person selected a numeric rating for the chat (with 1 being bad and 4 being excellent), it will display here.
    9. View Full Thread: click this link to view the full thread of feedback and add additional replies of your own to threads you are participating in on the modal that opens.
      • The link to view a thread will only be present when at least one reply to the original feedback has been added.
      • Admins can view all ongoing threads, but can only add their own feedback replies from here to threads they are a part of.
    10. When one or more replies have been added to the feedback, the most recent reply will be displayed below the original comment.

Reply to feedback

When a co-op operator has received feedback, either from librarians at the chat's originating institution or from co-op admins, the operator can respond to that feedback when a reply is needed. Co-op and institution admins can respond to replies from co-op operators on feedback threads that they initiated

Feedback threads are two-way -- meaning they can occur between a co-op operator and a co-op admin or operator and a librarian from the originating institution.

Note: co-op operators and admins can also reply to feedback from the co-op's Transcripts page.

To reply to feedback from the QA Feedback page:

  1. Click on the View Full Thread link for the chat.
    • Reminder: admins will see this link for all feedback comments that have replies, but can only reply to threads that they started.
replying to feedback from the QA feedback page
  1. On the Feedback modal enter your reply.
    1. The full thread of feedback/replies is displayed on the modal. Comments from admins will include an Admin label and previous comments from the co-op operator will include an Operator label.
  2. Click Save Reply to send your response.
entering a reply to qa feedback