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24/7 Co-Op: Analyze statistics and chat monitoring activity for a LibChat co-op

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Your co-op's Reports provide you with statistics on chats from member institutions that were answered by the co-op, as well as, Chat Monitoring Activity reports that allow you to analyze time spent monitoring 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.

View your co-op's Chat Statistics 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 whose reports you want to view.
The co-op login link under the LibChat menu
  1. From your co-op dashboard, click on Reports in the navigation bar and select Chat Statistics from the dropdown.
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 and To: use these filters to adjust the date range of chats included in your report. (The maximum date range you can search at once is 1 year.)

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 and To: use these filters to adjust the date range of chats included in your report. (The maximum date range you can search at once is 1 year.)

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 and To: use these filters to adjust the date range of chats included in your report. (The maximum date range you can search at once is 1 year.)

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.

Exporting statistics

To generate a CSV export of your co-op stats, click on the Export Stats tab. This tab will list the number of chats matching the filters at the top of the page (the maximum date range you can search at once is 1 year). If needed, you can modify these filters, then click the Export Statistics button to download the data.

The export file will contain the statistics from the Distributions, Browser/OS & Referrer, and Clients/Staff reports.

The Export Statistics button under the Export Stats tab

View your chat monitoring activity

  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 whose reports you want to view.
The co-op login link under the LibChat menu
  1. From your co-op dashboard, click on Reports in the navigation bar and select Chat Monitoring Activity.
The Chat Monitoring Activity option under Reports

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 Submit button to generate the reports. Click the Clear link to reset the filters to their default settings.

Filters available for the Co-op Activity report
Reports

After generating your report, 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.

Institution Activity (Admins only)

The Institution Activity tab provides a breakdown of hours monitored per institution for a given date range. 

  • Co-Op Admin users will be able to view stats for all institutions in the co-op.
  • Institution Admin users will be able to view stats just for their local institution.
Filters

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

  1. Institution: use this to view the activity for a single co-op member institution. (Note: this filter is disabled for Institution Admin users.)
  2. Asked From...To: use these filters to adjust the date range of chats included in your report.

After adjusting your filters, click the Submit button to generate the report. Click the Clear link to reset the filters to their default settings.

Institution and date range filters
All Institutions Report (Co-Op Admins only)

When the Institution filter is set to "All", Co-op Admin users will see a breakdown of each institution's monitoring time (in minutes and hours), along with a summary of hours monitored & chats answered across all institutions for the period.

Date/Time Report

When filtering by a single institution, the Date/Time Report tab will provide you with a breakdown of the institution's activity over time (in hours). At the top, you'll find an overall summary of hours monitored & chats answered for the period.

Users Report

When filtering by a single institution, the Users Report tab will provide you with a breakdown of monitoring time by each user at that institution (in minutes and hours).