In This Article

Analyzing statistics for a LibChat co-op

Your co-op's Reports provide you with statistics on chats from member institutions that were answered by the co-op.

  • Regular co-op users can view reports only for the chats they've answered.
  • Institution Admin users can view reports for all chats answered by their institution's users.
  • Co-Op Admin users can view reports for chats answered by any institution in the co-op.

Viewing your co-op's reports

  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. From your co-op dashboard, click on Reports in the navigation bar.

The Reports link in the co-op navigation bar


Distribution reports

Under the Distributions tab, you'll find a series of charts and tables that break down the number of chats answered over time.

Filters

At the top of the page, you'll find a group of filters that allow you to customize your reports.

  1. Answered by Co-Op: if you belong to multiple co-ops, use this filter to select which co-op(s) you'd like to include your reports.
  2. Originating Institution: use this filter to analyze chats that originated from specific institutions in your co-op.
  3. Owner: Institution Admin and Co-Op Admin users can use this filter to analyze chats answered by specific users in their co-ops. (Regular co-op users will not see this filter.)
  4. Rating: use this filter to only include chats that received a specific rating from patrons (via their chat widget's post-chat feedback prompt).
  5. Asked from... to: use these filters to adjust the date range of chats included in your report.

After adjusting your filters, click the Filter button to apply them and update the reports. Click the Clear link to reset the filters to their default settings.

Filters available for the Distributions, Browser/OS & Referrer, and Clients/Staff reports

Reports

After filtering and selecting Distributions, you will be able to view the following reports:

  • Monthly Breakdown: view a month-by-month report of chats that are answered.
  • Daily Distribution: view a day-by-day report of the day of the week that chats that are answered.
  • Hourly Distribution: view an hour-by-hour report for the hour of the day that chats are answered.
  • Daily/Hourly Distribution Table: view hourly chat distributions for each day of the week in the time period selected.

Browser/OS & Referrer Information reports

Under the Browser/OS & Referrer tab, you'll find a series of charts and tables that break down the number of chats by source and user agent.

Filters

At the top of the page, you'll find a group of filters that allow you to customize your reports.

  1. Answered by Co-Op: if you belong to multiple co-ops, use this filter to select which co-op(s) you'd like to include your reports.
  2. Originating Institution: use this filter to analyze chats that originated from specific institutions in your co-op.
  3. Owner: Institution Admin and Co-Op Admin users can use this filter to analyze chats answered by specific users in their co-ops. (Regular co-op users will not see this filter.)
  4. Rating: use this filter to only include chats that received a specific rating from patrons (via their chat widget's post-chat feedback prompt).
  5. Asked from... to: use these filters to adjust the date range of chats included in your report.

After adjusting your filters, click the Filter button to apply them and update the reports. Click the Clear link to reset the filters to their default settings.

Filters available for the Distributions, Browser/OS & Referrer, and Clients/Staff reports

Reports

After filtering and selecting Browser/OS & Referrer Information, you will be able to view the following reports:

  • Browsers: view a breakdown of the browser used by the user to start the chat.
  • Operating Systems: view a breakdown of the operating system used by the user to start the chat.
  • Widget Statistics: view a breakdown of which widgets were used to start a chat.
  • Referrers (Top 25): view a list of the top 25 referring URLs (i.e. the page where the chat originated).

Clients/Staff reports

Under the Clients/Staff tab, you'll find breakdowns of chats answered by user and institution, along with related aggregate data on chat durations and ratings.

Filters

At the top of the page, you'll find a group of filters that allow you to customize your reports.

  1. Answered by Co-Op: if you belong to multiple co-ops, use this filter to select which co-op(s) you'd like to include your reports.
  2. Originating Institution: use this filter to analyze chats that originated from specific institutions in your co-op.
  3. Owner: Institution Admin and Co-Op Admin users can use this filter to analyze chats answered by specific users in their co-ops. (Regular co-op users will not see this filter.)
  4. Rating: use this filter to only include chats that received a specific rating from patrons (via their chat widget's post-chat feedback prompt).
  5. Asked from... to: use these filters to adjust the date range of chats included in your report.

After adjusting your filters, click the Filter button to apply them and update the reports. Click the Clear link to reset the filters to their default settings.

Filters available for the Distributions, Browser/OS & Referrer, and Clients/Staff reports

Reports

After filtering and selecting Clients/Staff, you will be able to view the following reports:

  • Chat Messages: provides you with a summary of chat activity, including the total number of messages sent; total time chatting; the average chat duration; and average wait times.
  • Client Ratings: provides a summary of the ratings provided by patrons after each chat, as well as an overall average rating. This can help you assess the quality of your co-op chat service.
  • Answerer Statistics: summarizes the number of chats answered by each user (users with no chats are excluded from the report). 
  • LA Institution Statistics: summarizes the number of chats sent from each co-op institution.

Co-Op Activity Report

Under the Co-Op Activity tab, you'll find a personal summary of your activity within the co-op.

Filters

At the top of the page, you'll find a group of filters that allow you to customize your reports.

  1. Asked from... to: use these filters to adjust the date range of chats included in your report.

After adjusting your filters, click the Filter button to apply them and update the reports. Click the Clear link to reset the filters to their default settings.

Filters available for the Co-op Activity report

Reports

After filtering and selecting Clients/Staff, you will be able to view the following reports:

  • Hours monitored: at the very top of the report, you'll find the total number of hours monitored during the selected date range, with a breakdown by weekdays vs. weekend days.
  • Your Co-Op Activity Details: this section displays a summary of your co-op activity by session, including when you logged in & out; the co-op you were monitoring; the total number of minutes & hours monitored; and the number of chats answered.
  • Your Co-Op Activity Breakdown: view a breakdown of the total number of hours you monitored the co-op, by hour and day.

Related Articles

    Nav menu script