Select queues to monitor
You must select the queues to monitor each time you start
to monitor chat. No queues are automatically selected.
How do I select queues?
When you launch chat and the Chat monitor
loads successfully, you see a Select Queue box.
- In the queues list, check the
box for each queue that you want to monitor. Or, click Select
All in the upper-right corner if you want to monitor all
of the live queues.
uncheck the box for any queue that you do not want to monitor.
you check the Monitor Practice Queue Only box below
the queues list, you monitor only the practice queue. You cannot
monitor any live queues when you monitor the practice queue.
- Click Save.
Chat monitor comes into focus. A message in the upper right indicates whether
you are monitoring live queues, no queues, or the practice queue.
A number next to the Queues link at the top of the page indicates
the number of live queues that you are monitoring.
During your chat shift, you can mouse
over the Queues link to see the queues that you
are monitoring or click the Queues link to view
the queues list and change the queues that you are monitoring.
How can I practice using chat?
You can monitor the practice queue of your Subscription
Group (BME) to practice your skills or try a new feature without
accidentally accepting a real session.
Transcripts for practice sessions are labeled "[Practice]" in
the chat monitor and in QuestionPoint question lists. Practice sessions
are not counted in QuestionPoint statistics.
If you check the Monitor Practice Queue Only box
below the queues list in the chat monitor and click Save,
you monitor only the practice queue.
To use the practice queue of your Subscription
Group (BME) as a patron:
- Go to the My QuestionPoint page.
- Click Chat Patron Practice Form in the Quick
Your library's practice
form appears in a separate window.
- Leave the Practice box checked.
- Complete and submit the form.
you or someone else is monitoring your group's practice
queue, your session begins.
one is monitoring it, a message indicates that no one is available
Which queues should I monitor?
Contact your library's administrator if you
have questions about which queues to select.
You will usually select the Primary Queue and you may
select others as well.
Does my library's administrator
control the queues that I can select?
Yes, your library's QuestionPoint administrator
can add or remove queues from your account's queues list
(Administration > Institution > Accounts > View/Update Accounts).
If your library is a member of the 24/7 Reference Cooperative,
the administrator sets your account type to Global to
add that queue or to Local to remove it.
Which queues are available for
me to select?
The number of chat queues available for you to select
depends on your library's cooperative partners and memberships
and on the queues that your library's QuestionPoint administrator
includes in your account.
- Primary Queue. Your queues list contains
your library's Primary Queue. It is one of the queues of
your library's BME. The name of your primary queue is often
based on your library type and the name of your BME.
- BME Queues. Your queues list may contain
an entry for BME Queues. These include any additional queues that
your library's BME owns.
- Cooperative Queues. Your queues list may
contain an entry for Cooperative Queues. These include queues of
other BMEs that have a private cooperative arrangement with your
BME, apart from the 24/7 Reference Cooperative.
- 24/7 Reference Cooperative Queue. If
your library is a member of the 24/7 Reference Cooperative,
your queues list may contain an entry for one of two 24/7
Reference Cooperative queues: the Public Cooperative or the Academic Cooperative.
- Special queues. Your queues list may contain
entries for one or more special queues. For example, a librarian
who speaks Spanish may have an entry for the Spanish queue if his
or her library has agreed to answer questions for the QuestionPoint
Spanish language service.