QuestionPoint: CSD Support Overview

Historic View of QuestionPoint Service Requests: 2010 = 1185 ~ 99 per month 2011 = 680 ~ 57 per month 2012 = 552 ~ 46 per month 2013 = 536 ~ 45 per month Current Count: 1/1/2014 – 1/21/2014 = 30

Top three problem areas for 2013 Miscellaneous (53) Patron - Login issues (47) / Reference Questions (43) Chat – Performance (31)

Sample “Miscellaneous” Issues Message: …If a patron is "typing" (where we see the notification that they are typing and the ! is showing), does that mean that they are typing into the chat box in their chat window specifically? Or could it be that they are multi-tasking? Could it be that they are in fact typing but not really to us? Thanks. Message: …I cannot access the askaway website or any links? I put in the address and I get one page and no links or access to information. In any case, I am a former state employee and an attorney trying to get free access to Westlaw? Any suggestions would be most appreciated. Message: …I was wondering if you know if QuestionPoint has to have the original match the reply when responding back to a QP ticket? We have had a complaint from a patron in regards to this. Message: … I have just been doing the 24/7 training, which made me aware of the Questionpoint Wiki, which I had never used before. It seems like a really good idea, particularly for answering US questions, but unfortunately the pages haven’t been updated recently and a lot of the links don’t work. Are there any plans for someone to update it? Question: …we have many locations that support the service and I wanted to get our IT department to set our librarians computers to at least minimum standards but the technology support documents on the site are from Is there any newer documentation and would the following be a accurate statement?

Support Process & Procedures Violita is the initial support level responsible for basic customer issues. She provides front end support via phone calls received in the support phone queue and service requests assigned in RMS. Denise is the Subject Matter Expert for QuestionPoint and is responsible for a more in-depth support. Violita and Denise work closely with each other on service tickets. Service tickets that cannot be initially answered by either Violita or Denise are then escalated to the QuestionPoint Product Team, Carol Bonnefil. Our procedure is that we contact Carol either via , phone or Skype. In addition, we also have weekly meetings with Carol. We gather any necessary information requested by the Product Team for troubleshooting purposes. Often when service requests are escalated to the product team they usually take over the service request and work directly with the member. At that point, CSD closes out the support ticket because it is outside of our department. In year 2013 we had a total of 536 Service Requests which translates to roughly about 2 ½ per day. CSD is able to close anywhere between 17%-20% immediately without the need of escalation.