FAQ content

24/7 Co-Op: Filtering, viewing, managing, and leaving feedback for a co-op's chat transcripts

In this article

The transcript for each chat answered by a co-op is retained in the LibAnswers system of the patron's home institution. That allows the staff at the originating institution to review, manage, and export the transcripts for co-op chats just like the chats they've answered locally. They even have the ability to provide feedback on chats answered by the co-op.

Although transcripts are stored and managed in each local LibAnswers system, they can still be viewed by co-op staff via the co-op's Transcripts page.

  • Regular users can view transcripts only for the chats they answered.
  • Institution Admin users can view and leave feedback on transcripts only for chats answered by their home institution.
  • Co-Op Admin users can view and leave feedback on transcripts for chats answered by any institution in their co-op.

Getting there

  1. Log into your local LibAnswers site and click on LibChat in the navigation bar.
  2. From the dropdown, under the 24/7 Co-Op section, click on the co-op you want to view transcripts from. This will open the co-op's dashboard page.
The co-op login link under the LibChat menu
To access a co-op, click on its name in the LibChat dropdown menu.
  1. From the co-op dashboard, click on Transcripts in the navigation bar.
The Transcripts link in the navigation bar
You can view a co-op's transcripts by clicking on Transcripts in the navigation bar.

Filter your transcripts

Use the filters at the top of the page to narrow the chats you want to view the transcripts for.

Transcript filter options
Use the filter options to search for transcripts by date, rating, institution, etc.
  1. ID: use this field to find a specific chat transcript by its ID. When an ID is provided, all other filters will be ignored.
  2. Transcript Text: use this field to filter by keywords in the transcript of a chat.
  3. Institution: use this filter to include chats originating from specific institutions within the co-op. Choose "Select All" to include chats from all institutions.
  4. Answered Institution: use this filter to limit your results to transcripts that were answered by operators at a particular institution.                
  5. Rating: use this field to filter chats based on the rating that the patron gave to the chat, if they gave one, after the chat was complete. Select "View All" to include all ratings.
  6. ‚ÄčAsked from and To: use these date fields to filter chats by their submission dates, using the Asked from field to specify a start date and the To field to specify an end date. (The maximum date range you can search at once is 1 year.)
  7. Limit by day: use this field to filter chats to those that originated on a specific day(s) of the week.
    • This is a multi-select field so that you can quickly filter to chats that have come in on weekends only, weekdays, or any other combination of days.
    • The day reflected is based on the time zone of the chat's originating site.   
  8. After making your changes, click the Filter button to apply your filters and update the list.
  9. To reset all fields to the default settings, click the Clear link.

View a chat's transcript

  1. After filtering, you will be able to view the chat's transcript by clicking on the View Transcript () icon in the Actions column.
The view icon for a transcript
Click on the view icon () to view a chat's transcript.
  1. In the View Chat Thread modal, you can view the transcript of the chat along with specific details about the user and how they submitted the chat. Details include:
    • Name: the name that was input by the user.
    • Contact Info: the email address or phone number that was input by the user if they were prompted to complete the Contact Info field when the started the chat.
    • Visitor's Address: the IP address of the user.
    • Browser: the browser used by the user.
    • Operating System: the OS used by the user.
    • User Agent: any details about the user agent -- like browser type.  
    • Launched from: the URL of the page that the chat was started on.
    • via Widget: the chat widget that was used to start the chat.
    • Department: not applicable to chats answered by the co-op.
    • Answerer: the operator that answered the chat.
    • Started Chatting: the time that the chat was initiated.
    • Wait Time: the amount of time the user waited before an operator claimed the chat.
    • Chatting Duration: the amount of time spent chatting with the user before the chat was ended.
    • Screensharing: if you've added the Screensharing & Webinars module to LibAnswers, this will indicate if a screensharing session was requested by the operator during the chat.
    • Screenshare duration: this will indicate how long a 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.
    • Internal Note: shows the internal note, if one was left, added by the operator when the chat ended.
    • Client Rating: the rating given, if one was, when the chat ended.
    • Client Comment: any comments that were submitted after the chat ended.
    • Ticket Id: if a follow-up ticket has been created for the chat, its ID will be listed here.
    • Custom Question fields: if any custom questions have been added to the Login View for the chat widget, the responses (if the user completed them) are included.
    • Initial Question: the text of the question/initial message that was submitted by the user, if any.
  2. When finished, click the Close button to return to the Transcripts list.
The View Chat Thread modal
The View Chat Thread modal window shows you both the transcript text and metadata about the chat.

Create a ticket from a transcript

If a patron needs a follow-up after a chat, you can create a ticket for them in their home institution's LibAnswers system. When creating a new ticket, the text of the chat transcript will appear in the ticket's question details field so staff can review it.

  1. Find the transcript you want to turn into a ticket and click on its ticket () icon in the Actions column.
The ticket icon for a transcript
Click on a transcript's ticket icon () to create a follow-up ticket for that chat patron.
  1. In the Create Ticket from Transcript dialog that appears, select which queue to create the ticket in. The default queue for that institution will be selected initially, but use the dropdown to change it if necessary.
  2. In the Patron Name field, you can add or edit the name of the patron, which will be displayed as the ticket's Asker. Although this is a required field, you can enter generic text (e.g. "Patron" or "Anonymous") if you don't know the patron's name.
  3. In the Patron Email field, enter the email address of the patron (required). When staff at the patrons' library send a follow-up response to the ticket, this is where it will be sent to.
  4. If you would like to add notes or comments for the institution's staff, enter them in the Add Internal Note to Ticket text box. Text you enter here will only display to staff -- patrons cannot see internal notes.
  5. Click the Create Ticket button.
The Create Ticket from Transcript dialog
In the Create Ticket from Transcript modal window, you can select a queue, add/edit patron details, and a note to the new ticket.

Emailing the chat transcript

If details of the chat need to be sent to anyone, you can opt to send an email of the chat's transcript.

  1. Find the transcript you want to email and click on the Email Transcript () icon in the Actions column.
The Email Transcript icon
Click on a transcript's email icon () to send a copy of the transcript.
  1. On the Email Chat Transcript modal, enter the Email Address that the transcript should be emailed to.
  2. Click the Send Transcript button.
the Email Chat Transcript modal
In the Email Chat Transcript modal window, you can enter the email address of the recipient.

Leave feedback for a chat

Each chat answered the co-op will display a Leave Feedback () icon in the Actions column for Co-op Admins and Institution Admins. This allows admins to leave feedback for the co-op librarian who answered the chat, and to also provide a rating. The feedback that you leave for the co-op librarian will be emailed to that librarian and will be listed in the feedback for the transcript. 

Additionally, co-op librarians are also able to view and reply to feedback they've received for the chats that they have answered from here. These 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.

Reminder: librarians from the library where the chat originated can also leave feedback on chats answered by a co-op librarian.


To leave (and reply to) feedback:

  1. Click the Leave Feedback icon.
The Leave Feedback icon for a chat transcript
Click the feedback icon () to leave a rating and comments for the chat's owner.
  1. In the Co-Op Operator Feedback window, enter a message in the Provide Feedback For text area.
    1. If you have already provided feedback, you can click the Reply button on that thread to reply to the existing thread instead of starting a new one.
    2. If feedback from another user (like from a co-op admin) has also been provided, it will be listed under the Previous Feedback section but will not include an option to reply.
  2. Select a Rating from the dropdown.
  3. When finished, click the Save Feedback button.
    • Your feedback will be added to your co-op's QA Feedback page where that librarian and the co-op's admins can review it. It will also be emailed directly to the co-op librarian that answered the chat.
Options in the Co-Op Operator Feedback window
In the Co-Op Operator Feedback modal window, you can view previous feedback and add a new rating & comments.

Export transcripts

  1. To export the currently filtered list of transcripts, click on the Export Transcripts button. Your export request will be queued up and available for download after it completes.
The Export Transcripts button
Click on the Export Transcripts button to queue your export request.
  1. Once the export is ready, you can download it in CSV format under the Exports tab.
    1. To download a completed export, click on its download () icon in the Actions column.
    2. To cancel a queued export, click on its cancel () icon in the Actions column.
    3. To delete an export, click on its trashcan () icon in the Actions column.
the Export tab showing requested downloads
Under the Export tab, you can view your queued requests and download completed export files.

The export file will contain the following columns:

  • Name: the name that was input by the user.
  • Contact Info: the email address or phone number that was input by the user if they were prompted to complete for their contact information during the chat.
  • IP: the IP address of the user.
  • Browser: the browser used by the user.
  • Operating System : the OS used by the user.
  • User Agent: any details about the user agent -- like browser type.  
  • Referrer: the URL of the page that the chat was started on.
  • Widget: the chat widget that was used to start the chat.
  • Department: Not applicable for chats that have been answered by a co-op
  • Answerer: the operator that answered the chat.
  • Timestamp: the time that the chat was initiated.
  • Wait Time: the amount of time the user waited before an operator responded.
  • Duration: the amount of time the chat lasted, from the time the operator responded to the time the chat was ended.
  • Screensharing: indicates whether screensharing was used.
  • Rating: the rating given, if one was, when the chat ended.
  • Comment: any comments that were submitted after the chat ended.
  • User Fields: the text of any user fields, if they were completed/available, on the Login View of the chat widget
  • Initial Question: the text of the question/initial message that was submitted by the user.
  • Answered by Co-op: indicates whether it was answered by a co-op.
  • Co-op Name: the name of the co-op that answered the chat.
  • Transfer History: the details of any transfers that the chat may have undergone.
  • Message Count: the number of messages exchanged by the user and the operator.
  • Internal Note: any notes that were added to the chat by the operator after the chat ended.
  • Transcript: the text of the chat.
  • Tags: any tags applied to the chat.