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Select queues to monitor

Select queues when you start to monitor chat.

You must select the queues to monitor each time you start to monitor chat. No queues are automatically selected. 

Select queues

When you launch chat and the Chat monitor loads successfully, you see a Select Queue box. 

  1. In the queues list, check the box for each queue that you want to monitor. Or, select all by checking the box next to Queues if you want to monitor all of the live queues.    
    • If necessary, uncheck the box for any queue that you do not want to monitor. 
    • If you check the Practice Queue box below the queues list, you monitor only the practice queue. You cannot monitor any live queues when you monitor the practice queue. 
  2. Click Save.  
    • The Chat monitor comes into focus. A number next to the Queues link at the top of the screen indicates the number of live queues that you are monitoring. A message will appear at the top of the chat monitor if you are only monitoring the practice queue.  

During your chat shift, click the Queues link to view the queues list and change the queues that you are monitoring. 

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: 

  1. Go to the My QuestionPoint page. 
  2. Click Chat Patron Practice Form in the Quick Links.  
  3. Your library's practice form appears in a separate window. 
  4. Leave the Practice box checked. 
  5. Complete and submit the form. 
    • If you or someone else is monitoring your group's practice queue, your session begins. 
    • If no one is monitoring it, a message indicates that no one is available to chat. 

Available queues for selection

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. 

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. 

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.

 

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