1. Reporting in QuestionPoint June 2010 Paula Rumbaugh Senior Product Analyst for QuestionPoint

2. Reporting begins at home Reports

3. Report Levels and Types: Librarian Report Levels and Types: Librarian

4. Report Levels and Types: Institution Administrator Report Levels and Types: Institution Administrator

5. Report Levels and Types: Group Administrator Report Levels and Types: Group Administrator

6. Activity Statistics Triggered by an action, usually clicking a button or link. Once counted, these data cannot change. There is an overnight delay for an offline “job” to process the stats. Activity Statistics and Counts of Current Data: What’s the difference? Counts of Current Data On Demand look at the transaction in the QuestionPoint database. Some numbers can change—they can increment or decrement. There is no delay.

7. Activity Statistics

9. Examples of When You Would Use Activity Statistics To see statistics for: Questions received by your library (chat and e-mail) Chat requests received via the Qwidget Questions answered by your librarians (chat and e-mail) Number of simultaneous chat sessions Questions received from another library or the Global Reference Network Questions referred to another library or e-mail partner Number of records added to your knowledge base

10. Your Institution’s or Group’s Activity

12. Single Entity versus List of Entities

13. Report for a List of Institutions

14. Report for List of Institutions

15. Questions?

16. Question: How can I get my stats into a spreadsheet? From IE 1.Highlight the statistics you want and copy 2.Place cursor in first cell of spreadsheet and paste From Firefox 1.Highlight the statistics you want and copy 2.Paste to Notepad as.txt file 3.Place cursor in spreadsheet cell and import text file

17. Counts of Current Data

19. Reports from the Database

20. Examples of When You Would Use Counts of Current Data To get: Current counts of chat sessions between your patrons and: –your librarians –your group’s librarians –librarians in the 24/7 Cooperative (if applicable) Current counts of chat sessions your librarians had with patrons of libraries in your group or in the 24/7 Coop Links to actual transcripts that make up these counts Counts of Descriptive and Resolution Codes Librarian contact data

21. Getting Cooperative Group Counts

22. Reports of Sessions

23. Your Institution’s or Your Group’s Patrons Your Institution’s or Your Group’s Patrons Library: The library picked up its own patrons BME: Someone else in your group picked up your patrons Outside BME: Someone in the Cooperative picked up your patrons

24. Sessions Your Librarians Had with Patrons Not Your Own BME: Your librarians helped patrons of other libraries in the group Outside BME: Y our librarians helped patrons from other libraries in the Cooperative Total Chats: Grand total chat sessions

26. Questions?

27. Question: Why are the counts in Activity Statistics sometimes different from the Counts in Current Data/Review Transcripts? Time zone differences: Activity Statistics are in ET, while the actual transactions are viewed in local time. Referrals: referrals of others' patrons to you after the fact are counted as your handling Others' Patrons. Duplicate transactions: when you copy a transaction in order to change or add patron email address, it is duplicated. Practice Sessions: sessions marked as Practice are not counted in Activity Statistics but they are in transactions lists.

28. Report or Review? Both Reports and Reviews can be used to analyze and evaluate your service. Reports Reports are for the numbers. They are the simplest presentation of statistics. You can use them for trends and projections. Everyone has some level of access. Reports are available from the home page. Reports are given according to the Eastern Time zone.

29. Report or Review? Reviews Reviews are for substantive evaluation. Reviews are useful for textual analysis. This is where you can actually read transcripts, new and old; group admins can read transcripts for the entire group. Reviews are available from the Ask module. Reviews are in the time zone of the viewing account. They are seldom older than 90 days.

30. Reviewing Transcripts Ask

31. Reviewing Transcripts Review Transcripts

34. Reviewing Patron-Supplied Data on Your Forms

36. Reviewing Older Transcripts

37. Offline Reviews: Selecting the Right Data

38. Offline Reviews: Limiting the Search

39. Offline Reviews: Selecting the Format and Fields

40. Questions?

41. Question: How can I get Sessions Reports for older data? In Ask >> Review Transcripts >> Offline: 1.Select Service History 2.Set type of review to Fielded Data 3.On Limit page, select session type 4.Set date parameter 5.On Select Fields page, select fields and choose Excel format

42. Resources http://www.questionpoint.org/support/documentation/gettingstarted /qp_reports_ref.pdf Reports Quick Referencehttp://www.questionpoint.org/support/documentation/gettingstarted /qp_reports_ref.pdf http://www.questionpoint.org/support/documentation/gettingstarted /qp_reviewonline_ref.pdf Review Your Transcripts Onlinehttp://www.questionpoint.org/support/documentation/gettingstarted /qp_reviewonline_ref.pdf http://www.questionpoint.org/support/documentation/gettingstarted /qp_reviewoffline_ref.pdf Review Your Transcripts Offlinehttp://www.questionpoint.org/support/documentation/gettingstarted /qp_reviewoffline_ref.pdf

45. Thanks! Paula Rumbaugh rumbaugh@oclc.org