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24/7 Co-Op: Calculate your library's net chat fallback to the 24/7 Co-Op

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Step 1: Calculate the number of chats that fell back to the 24/7 Co-Op

  1. Go to LibChat > Statistics.
  2. Adjust the dates as needed.
  3. Ensure that the Answered by Co-Op filter is set to "Any."
  4. Click the Filter button and make a note of the total chats originating from your library.
  5. Change the Answered by Co-Op filter to "No."
  6. Click the Filter button and make a note of the number of chats that were answered by librarians at your library.
  7. To calculate the number of chats that fell back to the 24/7 Co-Op, subtract the number of chats answered by librarians at your library from the total number of chats originating from your library.

Step 2: Calculate the number of Global Co-Op chats answered by your librarians

  1. Go to LibChat > Global Cooperative Dashboard > Reports > Chat Statistics.
  2. Change the dates to the same dates that you used above.
  3. In the Owner filter, select all librarians who monitored globally (i.e. choose "Select All" or select individual librarians).
  4. Click the Filter button and make a note of the number of Global Co-Op chats answered by your librarians.

Step 3: Calculate your library's net chat fallback

Subtract the number of Global Co-Op chats answered by your librarians (calculated in step 2) from the number of chats that fell back to the 24/7 Co-Op (calculated in step 1).

 

Example:

  • 500 total chats originated from your library.
  • 300 chats from your library were answered by your librarians.
  • Fallback: 200 chats
  • 75 Global chats were answered by your librarians.
  • Net Fallback: 125 chats (200 - 75)