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LibChat & Shared Group Systems: Understanding chat statistics in a Shared Group System

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What are Shared Group Systems and Cooperatives

A Shared Group System is a special type of LibAnswers site specifically for a group of affiliated libraries that do not have their own individual LibAnswers sites.

Several libraries share one LibAnswers site, but have access to only their content. Think of it as an apartment building. Staff from all libraries use the same front door (i.e. the LibAnswers site URL), but each library has its own apartment (i.e. ticket queue, chat department, FAQ group). Staff have a key (i.e. permissions) to access only their library's content.

A LibChat Cooperative allows librarians across multiple LibAnswers sites to provide collaborative chat reference.

There are two types of cooperatives:

  • A local cooperative is only monitored by librarians from each of its member libraries. This means only staff from the member libraries can answer chats within the local cooperative. Your Shared Group System is most likely a member of one or more local cooperatives.
  • The 24/7 Global Cooperatives provide chat services 24 hours a day, 7 days a week, 365 days a year. This ensures continuous chat reference to patrons when local staff are unavailable. Your Shared Group System is most likely a member of one or more global cooperatives.

Statistics in your LibAnswers Site

Permissions Overview

System Admin

  • check_circle Can view all statistics from every library in the shared group system
  • check_circle Can also view the Aggregate Statistics for all LibAnswers sites in the cooperative, meaning the shared site and all the sites that are owned by individual libraries. Libraries with their own LibAnswers site must opt in to sharing statistics with the shared site.

Group Admin (not to be confused with an FAQ Group Admin)

  • check_circle Can view all statistics for their library only
  • dangerous Cannot view statistics from any other library in the shared group system
  • check_circle Can view Aggregate Statistics for their library only

Regular User

  • check_circle Can view all statistics for their library only
  • dangerous Cannot view statistics from any other library in the shared group system
  • dangerous Cannot view Aggregate Statistics
info Contact your library's point person or the cooperative administrator to change your user level.

Filters Overview

Answered by Co-op

  • Any = Statistics on your patrons' chats answered by your library and by any cooperative
  • No = Statistics on your patrons' chats answered by your library
  • Select a Cooperative = Statistics on your patrons' chats answered by a particular cooperative

Answered by Group Member

  • Statistics on your patrons' chats answered by a library in the shared group system
  • Group Admins can only view statistics for their library
  • Regular Users can only view statistics for their library

Widget's Group Member Library Affiliation

  • Statistics on your patrons' chats started on your library's widgets in the shared group system
  • Group Admins can only view statistics for their library
  • Regular Users can only view statistics for their library
info It is important to use the filters properly. As a Group Admin or a Regular User viewing chat statistics without selecting any filters (i.e. using the default filters when entering the page), the chat statistics are a TOTAL of BOTH:
  • All chats started on your library's widgets (i.e. your patrons)
    • includes chats your library answered for your patrons
    • includes chats other libraries answered for your patrons
  • All chats your library answered for other libraries in the shared group system (i.e. chats started on a widget from another library in the shared group system)

Selecting Filters to Find Chat Statistics About Your Patrons

All chats for your patrons

  • Answered by Co-op = Any
  • Answered by Group Member = Any
  • Widget's Group Member Library Affiliation = Your Library

All chats for your patrons answered by your library

  • Answered by Co-op = No
  • Answered by Group Member = Your Library
  • Widget's Group Member Library Affiliation = Your Library

All chats for your patrons answered by a specific cooperative

  • Answered by Co-op = Choose a Cooperative
  • Answered by Group Member = Any
  • Widget's Group Member Library Affiliation = Your Library

All chats for your patrons answered by all cooperatives

  • Take the results from "All chats for your patrons" and subtract "All chats for your patrons answered by your library"
info The shared group system is the only place you need to go to find chat statistics about your patrons. Navigate to the cooperative sites (LibChat > choose a cooperative) to view statistics on chats your library has answered on behalf of the cooperative.

Statistics in the Cooperative Sites

Permissions Overview

Co-op Admin

  • check_circle Can view all statistics from every library in the cooperative
    • Includes the Shared Group System
    • Includes libraries that own their own LibAnswers system
  • check_circle Can view chat monitoring activity for every user in the shared group system

Institution Admin

  • check_circle Can view all statistics from every library in the shared group system
  • dangerous Cannot view statistics from other LibAnswers sites
  • check_circle Can view chat monitoring activity for every user in the shared group system

Regular User

  • check_circle Can view their own statistics
  • dangerous Cannot view statistics from other LibAnswers sites
  • dangerous Cannot view anyone else's statistics (including other users from their library)
info Springshare is the Co-op Admin for the global cooperatives.

Selecting Filters to Find Cooperative Contributions from Your Staff

  • Answered by Co-Op = All Selected (unless you need a breakdown for each, for which you would run separate reports by filtering on each cooperative).
  • Owner = Select all users from your library. This is important! If you do not select your users, statistics will include chats from all libraries in the shared group system.
info You must be an Institution Admin in the cooperative to see statistics for your staff. If you are a Regular level user in the cooperative, you will see only statistics for yourself.

Aggregate Statistics - System Admins and Group Admins Only

Permissions Overview

System Admin

  • check_circle Can view aggregate statistics for all libraries in the shared group system
  • check_circle Can view aggregate statistics for any library that owns its own LibAnswers site in the local cooperative that has enabled sharing of aggregated statistics

Group Admin

  • check_circle Can view aggregate statistics for their library only

LibChat > Aggregate Stats

  • This page provides a count and aggregated totals of chat statistics for each library (i.e. Group Member) in the Shared Group System.
  • Statistics will also be included for libraries that have their own LibAnswers site if they have opted to share their statistics.
  • Monthly Activity tab
    • Total Chats Created: The number of chats that were started on a widget from a library in your shared group system (and libraries that have their own LibAnswers site if they have opted to share their statistics).
    • Total Chats Answered: The number of chats answered by users in your shared group system (and users in libraries that have their own LibAnswers site if they have opted to share their statistics). These totals include chats answered locally and chats answered on behalf of a cooperative.
  • Asked/Answered Distribution tab
    • These tables provide a breakdown of the statistics in the Monthly Activity tab.
    • Each library's chats were answered by: Who answered chats started on each library's chat widgets. The breakdown is by chats answered locally and chats answered by each cooperative.
    • Each library answered chats for: Chats answered for other libraries or on behalf of a cooperative. The breakdown is by chats a library's users answered for other libraries.

Other Statistics in your LibAnswers Site - System Admins Only

Permissions Overview

  • System Admin permissions should not be confused with Group Admin permissions. System Admins have access to manage the entire LibAnswers site. Group Admins have permissions specific to their library (i.e. Group Member) only.
  • The content described below is available to System Admins only.

Admin > 24/7 Co-op

  • This page provides statistics for all chats that were answered on behalf of a cooperative by users from this LibAnswers system.
  • This page does not include users from other LibAnswers sites in a cooperative. It includes users from this site only.
  • If you are a Co-op Admin for your local cooperative, visit the cooperative site (i.e. LibChat > [cooperative]) to view statistics for all sites within the cooperative, including libraries that are in the local cooperative and have their own LibAnswers site.

Scenarios for Pulling Chat Statistics for Your Library

info If you are a System Admin or Group Admin, you may want to use the Aggregate Stats page (LibChat > Aggregate Stats) to find statistics in all scenarios.

Scenario #1: Pull statistics about all chats with your patrons (including chats answered by your staff or a co-op librarian):

  1. LibChat > Statistics
  2. Widget's Group Member Library Affiliation filter = Your library
  3. Leave all the other filters as-is unless you want to change the Asked from/to dates.
  4. This will give you a total count of all your patrons' chats. It includes chats answered by your staff locally and through a cooperative.

Scenario #2: Pull statistics about chats with your patrons answered by only by your staff:

  1. LibChat > Statistics
  2. Answered by Group Member filter = Your library
  3. Widget's Group Member Library Affiliation filter = Your library
  4. Leave all the other filters as-is unless you want to change the Asked from/to dates.
  5. This will give you a total count of all chats your staff answered locally (i.e. not through a cooperative).

Scenario #3: Pull chat statistics about chats your staff answered on behalf of a cooperative (i.e. monitoring and answering chats for a cooperative):

  1. You must be an Institution Admin in the Cooperative!
  2. LibChat > [choose a cooperative dashboard] > Reports > Chat Statistics
  3. Answered by Co-op filter = All Selected (unless you need a breakdown for each cooperative, for which you would run separate reports by filtering on each cooperative)
  4. Owner filter = Select all users from your library. This is important! If you do not select your users, statistics will include chats from all users from all libraries in the shared group system.
  5. This will give you a total count of all chats your staff answered for the cooperatives.

Scenario #4: Pull chat statistics about chats your staff answered in total (i.e. chats answered locally and chats answered on behalf of a cooperative):

  1. Add together the results of Scenario #2 and Scenario #3