Statistics are recorded in Ref Analytics, located at askus.library.tamu.edu/admin/record. There should be a link to this page on the taskbar of each service desk computer.
This is the Add Transaction page, which should be where you end up after logging in (colors and field layout may vary depending on what dataset you are assigned to). If you do not see this page, select "LibAnswers" from the first, blue heading on the dashboard at the top of the page, and then "Add Transaction" from the "Ref. Analytics" heading.
To enter statistics simply select the appropriate options in the metadata fields and enter any relevant information in the text fields. Press the "Submit" button to enter the statistic and retain any metadata selections (text fields will not carry over) or "Submit & Clear" to start over with a blank slate for your next statistic.
Not all transactions will require all fields to be filled out; if a field is not required you can leave it blank (for example, most desk stats will not need anything entered in the question and answer fields). There is a link at the bottom of the page to clear any currently selected fields.
The Service Point, How/Source, and What fields should be recorded for all statistics.
Specific parts of the interface are explained below:
- The dataset selection box; most people will never need to change this. Your account has a default dataset assigned based on your Library location. When you load the add transaction page it will automatically start in this dataset. Unless you are entering a statistic under your name while somebody, based out of a different Library, is logged in to Ref Analytics, you will not need to change this.
- Question and answer fields. Use to record information for more in depth transactions, such as research consultations. Most service desk transactions will not need this. Will be auto-filled if importing a LibAnswers ticket or LibChat transcript.
- If present, do not use this field. Depending on your account permission levels, this field may not be visible.
- The default setting will record transactions at the current date/time. You can override this with a manually set date/time if necessary.
- Each transaction records the user who enters it. The default is the currently logged in user, but you can select any Ref Analytics user from this list. This will mostly be used at service desks which use a generic login for shared computers.
- This field adds an internal note to the transaction. This information is searchable; using controlled language this can be used to track particular statistics without adding a permanent metadata field.
- Click on an entry in each relevant box to categorize your transactions. Service Point, How/Source, and What fields apply to all transactions and should always be used.
- Service Point is the location where the interaction occurred
- How/Source is the original medium of the interaction. If a patron walks up to a service desk that would be an in person transaction. If a person calls in, asks for help with an online resource, and you email them a link that would be a phone transaction. If the patron calls/emails you to set up a face-to-face consultation, the consultation would be an in person transaction.
- VR - [Chat/Email/SMS] options refer to statistics entered for LibAnswers tickets or LibChat transcripts
- What refers to the type of transaction. See the file attached below for definitions.
- Duration should be self explanatory.
- Topic/Type is used mainly for tracking consultation subjects. It should not need to be included for desk statistics.
- Patron is used to record the patron's classification, and again will normally be used for consultations. Most desk transactions will not need to record this.
- Projects is used to track consultations that are part of an ongoing collaboration with a patron.
- The buttons used to submit the transaction statistic. Submit will keep your currently selected metadata fields; Submit & Clear will clear all metadata. Neither button will retain text information.
- If you have metadata selections active that do not apply to your current transaction use this link to clear them. This will not clear anything entered in text fields.