Column headings of chats by operator report

[Matthew Marsteller]

Can you give me the units of the columns in the chats by operator report?  Would this be the mean, median, min and max time in seconds?  It would appear that people that watch our chat service a lot and answer a a lot of questions often wind up with a very high max time.  I believe we’re trying to answer a question that might have been ignored.  What would cause the high max times.

The default on the filter for chat duration is set to 45 … seconds?

Thanks … need to be sure.

Matt

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Matthew R. Marsteller

Senior Librarian, Engineering & Sciences

Roger Sorrells Engineering & Science Library

4400 Wean Hall

Carnegie Mellon University

Pittsburgh, PA  15213-3890

Email:  matt...@andrew.cmu.edu

Phone:  412-268-7212

[LibraryH3lp Support]

HI Matt,

Sure thing, good questions!  In the Chats Per Operator report, the columns are:

N. Answered (number of chats answered by that operator).  The rest of them are wait times (mean, median, minimum, and max) in seconds.

The max time represents the single chat that the operator took the longest to claim.  A really long max wait time can throw the mean wait time out of kilter if the operator typically answers pretty quickly, and that's where the median wait time is more useful.

Questions that are completely unanswered (ignored) and never answered at all will not show up in the per-operator report.  The operator is only populated when a chat is answered by someone.

If it would be useful, we can locate the specific chats with long max wait times so that you can take a look at the transcript and see what the context was. 

The "minimum duration" is indeed in seconds and defaults to 45.  That can be changed to any number of seconds you'd like, such as 0 or 1 to capture absolutely all questions that received some kind of answer. 

We picked the default of 45 seconds based on little research project completed several years ago, in an attempt to figure out the best min duration value that would correlate with "meatier" questions, especially given that returning guests with very short chats ("thanks" or "bye") are common and if those are counted it can artificially inflate stats.  These defaults will probably all be revisited when the reporting interface is updated.

Hope this helps!

Very best,

Pam

LibraryH3lp support
877-844-5371

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[Matthew Marsteller]

Thanks again Pam!  That helps a lot.

Matt

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Matthew R. Marsteller

Senior Librarian, Engineering & Sciences

Roger Sorrells Engineering & Science Library

4400 Wean Hall

Carnegie Mellon University

Pittsburgh, PA  15213-3890

Email:  matt...@andrew.cmu.edu

Phone:  412-268-7212