DESKSTATS
Online Entry and Analysis of Statistics for Short Service Reference Questions
Are you frustrated by hours spent totaling and analyzing tally sheets, only to obtain statistics that do little to help manage your reference service?
RefTracker DeskStats provides electronic tally sheets (tick sheets), and in-depth statistical analysis for short service reference, such as reference services delivered at the desk or by phone. Together with RefTracker's full enquiry management for questions requiring research, it enables comprehensive statistics to be obtained about your reference functions while decreasing the effort required from your staff to collect this information.
With DeskStats statistical information is collected electronically, freeing up your time. Instead of manually totaling tally sheets each month, you can obtain totals with just a few clicks, and can analyze the information collected in a myriad of ways never open to you before.
All your staff can use DeskStats to capture statistics. Each staff member can set default preferences that tailor the screen to their specific needs. Staff can enter statistics live, as they deliver services, or in batch mode from tally sheets.
A single mouse click records:
- Which staff member answered the question
- The location at which the service was provided
- How the question arrived - desk, phone, email, online/chat
- Up to three attributes of the client asking the question - for example age, department, reason for making the request, level of response required, etc
- The type of question (directional, subject, local history, complaints - you determine the types)
- The length of time taken to answer the question
- Whether the question was successfully answered, referred on, etc
- The time the service was provided.
With further optional keyboard interaction the staff member can even record details about the resources used to provide each service.