Refresher: Resolution and Descriptive Codes

At the end of a chat session, you have the opportunity to add Resolution and Descriptive codes to your chat. By adding these codes, you help us track technical issues with the service and give a clear picture of why patrons are coming to AskAway and the kind of help you are providing them.

Below, you’ll find a quick refresher on how to apply resolution and descriptive codes.

Adding a Resolution Code

Resolution codes allow us to track technical problems and to exclude practice calls from AskAway statistics.

Add only 1 of the following resolution codes:

Answered: For all sessions unless one of the other two codes apply. Even if you referred the student or did not fully answer the question, use this code.

Lost Call: If you think there was some technical reason why the patron disappeared abruptly or unexpectedly.

Practice: If you’re practicing or testing the service.

Please do not use any of the other resolution codes. If you referred a patron, use the Referred or Referred to Home Library descriptive codes.

How to add a resolution code.

Adding a resolution code

 

Adding Descriptive Codes

Descriptive codes help us understand how students use AskAway and what kind of help you are providing them. This information allows us to respond to learners’ needs at the service level. Thanks to descriptive codes, we know that approximately 40% of AskAway questions are related to research and 10% are questions about accessing eResources.

You can add up to 4 descriptive codes per session. For example, if you have a research question and during the chat you help the student with an interlibrary loan and at the end of the chat refer them to their liaison librarian, you would add the following codes: Research, Interlibrary Loan, Referred to Home Library.

The AskAway staff website has more information about descriptive codes, including definitions for each.

Adding descriptive codes.

Adding a descriptive code

 

Questions about resolution or descriptive codes? Feel free to contact me at the AskAway Admin Centre.

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