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OCLC Support

About QuestionPoint reports

Where are the reports located?

Click the Reports tab on the My QuestionPoint page, then access your reports through the menu links under the tab.

 Note: To review your transcripts and questions, navigate to Ask > Review Transcripts.

What reports are available?

Types of reports

Type description
Activity Statistics You request activity statistics by time period and view statistics about actions that occurred during that period.
Counts of Current Data Counts of current data are taken at the moment requested from active data, such as your current questions/transcripts.

Activity statistics

no. report frequency* who views**
1 Institution List, Report by A, M, D, H G
2 Librarian List, Report by A, M, D, H I, G
3 Subscription Group, Report by Single A, M, D G
4 Virtual Group, Report by Single A, M, D I, G, V
5 Institution Report A, M, D L, I, G
6 Librarian, Report by Single A, M, D L, I, G

Counts of current data

no. report who views**
7 Descriptive Codes A, I, G
8 Librarian Accounts, List of G
9 Knowledge Base Records, Reports of G
10 Profile Contact Information, Reports of G
11 Profile Information, Reports of G
12 Patron ID, Number of Questions by I, G
13 Sessions, Reports of  A, I, G
14 Sessions by Authorization, Reports of A, I, G
15 Resolution Codes A, I, G
16 Profile Status, Statistics of G

Other reports

no. report who views**
17 QuestionPoint (service-wide) Usage Report L, A, I, G
18 Suggest a Report I, G

*Available frequencies: Annual, Monthly, Daily, Hourly

**Who views: Librarian, Ask admin., Institution admin., Group (Subscription Group) admin., Virtual Group admin.

Where is the information that I need?

Chat session statistics

Needed information report no.
Session and wait times 1, 3, 5
Sessions your patrons requested 1, 3, 4, 5, 13, 14
Sessions requested when no librarians were monitoring 1, 3, 4, 5
Sessions your librarians handled (regardless where the patrons came from) 1, 3, 4, 5, 13, 14
Transcripts deleted 1, 3, 5, 6
Your library's patrons:
  • Picked up by you/librarian/institution/group
  • Picked up by a group library
  • Picked up by a 247 Cooperative library
13, 14
Others' patrons you/librarian/institution/group picked up:
  • A group library's patrons
  • A 24/7 Cooperative library's patrons
13, 14
Follow ups you/librarian/institution/group handled
  • Your groups' patrons
  • The Cooperative's patrons
Descriptive Codes 7
Resolution Codes 15
Contact Information 10

Email reference statistics

Needed information report no.
Questions received 1, 3, 4, 5
Answers sent 1-6
Questions referred 1-6
Referrals received 1, 3, 4, 5
Questions deleted 1, 3, 5, 6
Knowledge base records 9
Profile 10, 11
Patrons 12
Librarian accounts 8
Descriptive Codes 7
Contact Information 10

Reports simplification

In March 2008:

  • All QuestionPoint statistical reports became accessible from the Reports tab on the My QuestionPoint page.
  • Tools for reviewing transcripts and questions became accessible from the Review Transcripts tab in the Ask module.
old location new location
Administration module My QuestionPoint Reports tab
   History tab    Activity Statistics
   Current tab    Counts of Current Data
Ask Module Reports tab  
   Sessions    Counts of Current Data
   Sessions by Authorization    Counts of Current Data
   Descriptive Codes    Counts of Current Data
   Resolution Codes    Counts of Current Data
  Ask Module Review Transcripts tab
   General    General
   Form Fields    Form Fields
   Offline Reports    Offline Reports

Export of reports data

If you want to analyze reports data, highlight and copy the data from a report and paste it into Microsoft Excel.

Troubleshooting and support

  • Document problems that you encounter so you can describe them when you request support.
  • Contact OCLC Support.

Comments, suggestions, feedback

Please send your comments about this guide to QuestionPoint feedback.


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