Leaving and deleting chats

[Christian van der Ven]

Hi all,

Now that my vacation is over, I received some feedback from my colleagues who have been experimenting 'live' with our new chat feature through LibraryH3lp. They reported two issues for which I would like to ask your help/advice for:

1. Through the webchat activity tab, we can't seem to delete chats as users. After clicking the delete button, we do get a confirmation dialog, but after clicking "yes" nothing happens (the selected chat gets deselected, that's all). Only through the admin site can we delete chats. At first I thought it had to do something with permissions or so, but I can't see where to change this.

2. It's unclear to us when a chat is being 'left' by a client. Sometimes it shows in the chat window, but sometimes a chat has been left by a client (ourselves, testing) but as operators we don't get notified of that. Is this something that anyone else has experienced as well?

Thanks for your help!

Kind regards,

Christian

[Christian van der Ven]

Only via our admin account through the admin site are we able to delete chats. If we login as a 'normal' user (webchat or admin) we can't delete chats.

[Pam Sessoms]

Hi Christian,

Very good questions. First up, deleting chats. This can be done via
the webchat client's Activity tab or the admin site. But, only users
with admin permissions can actually delete things. So, an admin user
signed into the webchat client can delete chats. Regular user
accounts will not be able to succeed in deleting things whether
they're signed into the admin site or the webchat client (they can see
the options but it won't work). We should probably disable the
buttons for users without permissions to delete.

If you'd like all of your users to be able to delete chat data, we can
give them all admin permissions. Just email us at
sup...@libraryh3lp.com with the usernames.

Next, detecting when the patron has closed or navigated away from
their widget. This is a bit of tricky business with widgets because
of varying browser support. The best and most immediate notice of
this comes from the window unload event, which is supported well in
Firefox and IE but not in Chrome. For browsers that don't support the
window unload event, we have some other techniques and plans to
improve detection further. It's a bit of a fine line because all
sorts of very common minor network issues could be confused with the
patron leaving, so we don't want to over-detect.

Best wishes,
Pam

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[Christian van der Ven]

Hi Pam,

Thanks for your help!

First, yes, disabling that button would definately avoid confusion. Right now it seems as if regular users can just delete chats (click the button, confirm the action... after which nothing happens and they believe they must have done something wrong).

And I'll submit a request to give all of our users admin rights.

Second, I understand about the issues around leaving a chat. Thank you for the explanation. For now we better stick with IE and FF then. Happy to hear that you're improving the feature btw!

Again, thanks for your great support!

Kind regards from the Netherlands,

Christian

2012/8/8 Pam Sessoms <pses...@gmail.com>

[Young-Abotsi, Kirsten R.]

Pam,

Regarding the leaving a chat issue, we don't seem to be getting those notifications for patrons (we do get them for buddies). This morning we tested. I was using either Firefox (10.0.3) or IE 8. Would either of those versions NOT support the window unload event?

Another thing is that our widgets are pretty old (if it ain't broke, don't fix it); I haven't done anything to them since before the great widget-making upgrade. Does that matter in light of the leaving notification or anything else?

Thanks,

Kirsten

_______________________________
 
Kirsten R. Young-Abotsi
Manager, Districtwide Instructional Resources - Systems
St. Louis Community College
5460 Highland Park Drive
St. Louis, MO 63110
314.644.9562 ... kry...@stlcc.edu
Find us on Facebook and/or follow us on Twitter
http://www.stlcc.edu/Libraries

[Pam Sessoms]

Hi Kirsten,

First up, there shouldn't be any need to change how your widgets are
deployed. Old widgets ought to be fine as far as I know. I'm happy
to take a look at a page just in case, though.

In my testing, IE8 is very good about this and sends the event in all
the circumstances I typically check:

- Patron navigates away by using a link on a page containing an
embedded widget. This is probably the most common scenario.

- Patron refreshes page.

- Patron closes browser.

Here is a short screencast of a typical test run in IE8:

http://screencast.com/t/hxFFzVQZwzeQ

FF may depend on the version. I did some testing just now with 10.0.2
and found it to be rock steady for the navigation away via link. So
that's good. :) I could not find a download for 10.0.3 but they are
probably nearly the same in this regard.

On refresh or browser close, FF10 was a little less clear. It seemed
to work nearly every time if the conversation went on for at least
three or four "turns" (when the conversation changes from one person
to the other). It was sporadic when the conversation only turned once
("Hi," "Hi", patron leaves). Screencast of a typical test run with
FF10.0.2:

http://screencast.com/t/PsBzmncA

Let me know if you're seeing something substantially different and in
which circumstances?

Very best,

Pam