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LibChat Training Manual

Logging in to Chat

The main LibAnswers dashboard is accessible from https://askalibrarian.rutgers.edu/home.php

To access the new chat dashboard, click on the LibChat menu drop-down and choose "new chat dashboard"

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Monitoring Departments & Queues

When you first log in to chat, you will land on the "settings" tab of the chat dashboard. This is where you can set the LibChat Departments and LibAnswers queues that you will monitor in the dashboard. Choose your LibChat departments based on the chat widget you're monitoring (if you are doing regular chat make sure the "Reference" department is online; if you're monitoring the video reference desk, make sure that department is online and the reference department is offline). You will want to turn all the queues to "don't notify" since we don't manage LibAnswers tickets from the chat dashboard. Turning these queues off will make sure you don't get alerted every time a ticket comes in.

Departments

Under the Departments section, you can choose which departments you want to monitor. Click the status toggle next to each department to turn it online or offline.

  1. Online: you are currently monitoring the department and will be able to view and claim new patron chats.
  2. Offline: you are not currently monitoring the department. You will not see new patron chats as they arrive. If your operator status is set to Offline or Internal, all departments will be set to Offline automatically.

Departments settings

Queues

Under the Queues section, you can choose which queues you want to monitor for new tickets. Click the status toggle next to each queue to enable or disable ticket notifications.

  1. Notify: you are currently monitoring the queue and will be able to view and claim new tickets from the dashboard. You will receive a notification for each new ticket in that queue.
  2. Don't Notify: you are not currently monitoring the queue. You will not receive a notification for each new ticket in that queue. If your operator status is set to Offline or Internal, all queues will be set to Don't Notify automatically.

Queues settings