FAQ content

LibAnswers statistics: Quality of Service statistics for tickets & chats

In this article

The Quality of Service (QoS) statistics help you assess the quality of services you provide through LibAnswers. For both tickets and chats, Admin users will find various metrics for analyzing turnaround times and patron ratings, for both tickets and chats, including:

  • Breakdown of tickets by how long it took to send the first reply and how long it took to close.
  • Breakdown of tickets by how many interactions it took to close a ticket.
  • Breakdown of chats by time to first response (i.e. wait time) and total chat duration.
  • Aggregate patron ratings provided following closed tickets and ended chats.

Access your Quality of Service statistics

the Quality of Service option in the Stats menu
You can access your system's Quality of Service statistics under the Stats menu.

Admin users can access the Quality of Service statistics by clicking on Stats in the LibAnswers navigation bar and selecting Quality of Service from the dropdown menu.

On the Quality of Service (QoS) Statistics page, the reports are organized under the following tabs:

tabs on the Quality of Service (QoS) Statistics page
The Quality of Service (Qos) Statistics page has four tabs of reports, covering turnaround & ratings for tickets and chats.

Ticket turnarounds

Under the Ticket Turnarounds tab, you will find the following reports:

  • Time to First Reply: this table breaks down the total number of tickets by how many hours passed before the patron received an initial reply.
    • Please note: tickets that have not been replied to will be included in the "0-1 hour" grouping.
  • Time to Close: this table breaks down the total number of tickets by how many hours passed before the ticket was closed. (If a ticket was updated to Closed more than once, the time of the latest update is used.)
  • Number of Interactions to Close: this table breaks down the total number of tickets by how many times staff interacted with the ticket before it was closed. (If a ticket was updated to Closed more than once, the time of the latest update is used.) Interactions include:
    • Sending a reply to the patron
    • Leaving an internal note
    • Transferring a ticket to another queue or user
    • Changing a ticket's status without sending a reply
  • Number of Replies: this table breaks down the total number of replies sent by a LibAnswers user to the patron. 

By default, the reports will show you data from tickets submitted within the past 30 days across all queues.

the Ticket Turnarounds reports
The Ticket Turnarounds tab includes reports for: Time to First Reply; Time to Close; Number of Interactions to Close; and Number of Replies.
  1. Use the filters at the top of the page to narrow or expand these reports by source, submission date & time, owner, queue, and tag(s). After modifying the filters, click the Filter button to update the reports.
  2. In each report table, clicking on a value in the # column will display a list of the underlying tickets at the bottom of the page.
  3. When viewing a list of tickets, the Question column provides a link to each along with the Quick Look () option to preview it without leaving the stats page.

Ticket ratings

If follow-up email surveys have been enabled in a queue's settings, patron feedback can be analyzed under the Ticket Ratings tab. Here you will find:

  • A breakdown of the total number of tickets by rating value.
  • A list of all tickets that have received a rating, showing both the rating and any comments left by the patron.

By default, the reports will show you data from tickets submitted within the past 30 days across all queues.

the Ticket Ratings tab
Under the Ticket Ratings tab, you can view individual and aggregate ratings for tickets.
  1. Use the filters at the top of the page to narrow or expand these reports by source, submission date & time, owner, queue, and tag(s). After modifying the filters, click the Filter button to update the reports.
  2. In the summary table, clicking on a value will display a list of the underlying tickets at the bottom of the page.
  3. In the list of tickets, the Question column provides a link to each along with the Quick Look () option to preview it without leaving the stats page.

Chat turnarounds

Under the Chat Turnarounds tab, you will find the following reports:

  • Wait Time to Response: this table breaks down the total number of chats by how long patrons waited before their chats were claimed by an operator.
  • Chat Duration: this table breaks down the total number of chats by total duration (in minutes).

By default, the reports will show you data from chats submitted within the past 30 days across all departments.

the Chat Turnarounds tab
The Chat Turnarounds tab includes reports for: Wait Time to Response; and Chat Duration.
  1. Use the filters at the top of the page to narrow or expand these reports by department, chat date & time, owner, co-op, and tag. After modifying the filters, click the Filter button to update the reports.
  2. In each report table, clicking on a value in the # column will display a list of the underlying chats at the bottom of the page.
  3. In the list of chats, the Question column provides a link to each transcript along with the Quick Look () option to preview it without leaving the stats page.

Chat ratings

If comments & ratings have been enabled in a chat widget's settings, patron feedback can be analyzed under the Chat Ratings tab. Here you will find:

  • A breakdown of the total number of chats by rating value.
  • A list of all chats that have received a rating, showing both the rating and any comments left by the patron.

By default, the reports will show you data from chats submitted within the past 30 days across all departments.

the Chat Ratings tab
Under the Chat Ratings tab, you can view individual and aggregate ratings for chats.
  1. Use the filters at the top of the page to narrow or expand these reports by department, chat date & time, owner, co-op, and tag. After modifying the filters, click the Filter button to update the reports.
  2. In the summary table, clicking on a value will display a list of the underlying chats at the bottom of the page.
  3. In the list of chats, the ID column provides a link to each transcript.