"Hello, do you offer 24/7 live chat assistance?"
"Hello, sorry to interrupt in the middle of the night. I have some problems with my research paper."
These questions came in to AskAway late one night after opening hours, with no one online to answer. It happens rarely, but every so often, an AskAwayer may forget to log out of QuestionPoint or have trouble logging out due to technical issues (e.g. computer freezes, power outage) and the service stays open through the night with no one to pick up calls.
How do I log out properly at the end of a shift?
AskAway closes once every service provider has left the queues and logged out. The short animation below will show you the steps to fully log out of the chat monitor at the end of your shift:
How can I tell if everyone is logged out and that AskAway has closed for the day?
There are a few places to look. The Librarians tab in the chat monitor will tell you how many people are logged in and how many queues they are monitoring. The Chat Monitoring Tool in QuestionPoint is another place you can find this information.
To see if AskAway has closed for the night, you can also check one of the Qwidgets on your library's website to see if it is open or closed.
If I can't log out at the end of my shift or I see that a colleague is still logged in after closing, who can I call for help?
If you notice that a colleague is still logged in after closing (and the service has stayed open) and they aren't responding in Campfire, send them an IM in QuestionPoint. If you don't hear from them, contact the Admin Centre.
If you're unable to log out at the end of your shift due to technical difficulties, please contact us as soon as possible.
Can I wrap up calls with my patrons even after the service has closed?
Yes! It's up to you if you want to wrap-up a call after your shift ends. If you'd like to wrap-up a call, deselect all of the queues you are monitoring. Your patron will still be Active and you can finish the call without any new calls coming in. When you've wrapped up the call, don't forget to end the session and then log out of the chat monitor.
If you have any questions or any tips to add, let us know!