questionpoint

a word on cobrowse (and a hack)

Submitted by Julie on 7 July 2010 - 7:15am
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Cobrowse is a feature of our chat software that allows a librarian and customer to share a page and view what the other person is viewing. When a customer clicks on a link on a site, the librarian goes there too and vise versa. This feature was particularly handy when navigating databases with customers.

QP Reports Webinar: Some tips & explainations

Submitted by Julie on 15 June 2010 - 10:45am
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QuestionPoint had a reports webinar today. Recording and slides coming soon.

Here's some highlights from my notes:

Activity Statistics and Counts of Current Data: What's the difference?

Activity Statistics are triggered by an action, usually clicking a button or link. Once counted, this data cannot chance. Stats are processed nightly so you'll always have a full day's worth of stats for the day previous to today.

QP 24/7 Reference Co-op Advisory Board Notes

Submitted by Julie on 14 June 2010 - 12:49pm
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Today was the QuestionPoint 24/7 Reference Cooperative Advisory Board meeting.  Check out the notes if you're interested in  specifics. The interesting bits included:

QuestionPoint Release Notes: June 2010 (or: the librarian is typing)

Submitted by Julie on 11 June 2010 - 8:28am
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QuestionPoint will be unavailable Sunday June 13, 2010 for scheduled maintenance and new service upgrades. The system will be unavailable for approximately 30 minutes from 07:00 UTC (03:00 ET) to approximately 07:30 UTC (03:30 ET).

You can read the release notes for details on the upgrade but here are the highlights:

New Features

  • Custom descriptive codes! This will help with our new law chat initiative!
  • Type ahead- the librarian and customers will be able to see when the other one is typing!
  • the "Edit/Delete" buttons are moving further up to aid replies!

 

Information Regarding the QuestionPoint outage Sunday May 9th

Submitted by Julie on 9 May 2010 - 2:58pm
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On Sunday, May 9, at 10:53am, the primary OCLC data center in Dublin lost power during required internal facilities maintenance activity. It effected ALL OCLC services including QuestionPoint. OCLC staff worked diligently to restore services as quickly as possible. All systems are fully recovered and operational, and QuestionPoint came back online at approximately 4:28 PM EDT.

From OCLC:

"Librarian is typing" feature on it's way!

Submitted by Julie on 5 May 2010 - 2:04pm
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At today's QuestionPoint Advisory Board meeting, Susan McGlamery announced that planned for the June install (before ALA) is... (drumroll please)...

"the librarian/customer is typing" messages!

Needless to say, applause was heard world-wide after that. :-) This feature has been on the list for quite a while (years!) and i'm SO STOKED to be able say that IT IS COMING!

QuestionPoint Qwidget Roll up Pilot

Submitted by Julie on 2 March 2010 - 12:40pm
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The Qwidget is one of the customer interfaces that we can use at AskUsNow! (as seen on this test page). Because of the qwidget coding, customers entering AskUsNow! through the qwidget would never be "rolled up" to the back up librarians or the rest of the cooperative, making this particular interface NOT accessible 24/7. Because customers entering this interface would experience an "offline" time even though our service is indeed 24/7 we didn't deploy this interface.

When customer IP addresses are visible

Submitted by Julie on 25 February 2010 - 4:10pm
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Customer IP addresses are visible in certain situations within QuestionPoint. This tells you where and when IP addresses are visible.

QuestionPoint partners with Mosio Text A Librarian

Submitted by Julie on 21 January 2010 - 10:07am
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Exciting news from QuestionPoint about texting! Check out the full text of the press release below. Also keep an eye on any comments that might be posted to the QuestionPoint Blog about this issue.

 

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