We have just completed week 5 of the Qwidget Roll Up pilot, and I wanted to give you an update:
We are monitoring several elements on a weekly basis:
Server response time
Answering Percentage (AP) of the pilot libraries, on a weekly basis
Cooperative AP, academic and public
Cooperative wait times
Just to recap, all groups with an AP of over 75% were asked if they wanted to participate in the Qwidget roll up pilot. Participation is voluntary, however if a group agrees to be included in the pilot, then that group must also agree to keep their AP over 75% each week. If a group has an AP of 75% or below for 3 weeks in a row, then they are dropped from the pilot.
There were 20 groups (based on queues) eligible for the pilot. Of those, 12 accepted the terms of the pilot. Of the 12, one was dropped due to a low AP for 3 weeks in a row.
The current pilot participants (listed by queue) are:
Arlington Heights Memorial Library (IL)
AskUs247 public (NY)
AskUS247 academic (NY)
Central Rappahannock PL (VA)
QandANJ public group (NJ)
Spokane Falls Community College (WA)
Timberland PL (WA)
University of Arkansas
University of Hawaii
University of Washington
Washington Academic
Each of the above groups (queues) have kept their AP above 75%. In some cases, a group’s AP has increased during the pilot. The AP of the pilot group as a whole, calculated from the start of the pilot, is 87% (for last week, it was 82%). Server response time is not impacted significantly as a result of the pilot. The average server response time during the week before the pilot was 0.058. The server response time during the latest week of the pilot (week 5, the week beginning March 22) was 0.081, which is not a significant difference.
Most pilot participants have seen an increase in their Qwidget traffic during the pilot, but not all have. In some cases this may be due to spring break (for the academics). Last week (week 5 of the pilot), 648 Qwidget sessions rolled up to the Cooperative. Of those, the Cooperative picked up 456, the Back Up staff picked up 122, and 71 Qwidget patrons were “abandoned” (they logged out before a librarian could pick them up).
The wait time in the Cooperative has stayed relatively stable during the pilot: last week, average wait time in the Public Coop is 84 seconds, average wait time in the Academic Coop is 72 seconds. Before the pilot (month of Feb 2010), average wait time for the Public Coop was 85 seconds and for the Academic Coop was 71 seconds.
We will continue to monitor the Qwidget roll up pilot through April, and provide an assessment of the pilot in May.
Please let me know if you have any questions regarding the Qwidget Roll Up Pilot, and thanks for all your help with the Qwidget roll up pilot!
Regards,
Susan McGlamery
QuestionPoint senior product manager
OCLC
Update: week five
From Susan McGlamery yesterday: