Adding new locations – using the New function

When you click on New, the system provides a screen for entry of the basic information about this location – including the type of this location.

Code: this is the short code by which this location will be designated – for example in the Open questions screens. It can be us to 4 alphanumeric characters in length. Location code’s must be unique within RefTracker.

Location: this is the full name of this location. This name is used to identify this location in RefTracker wherever space allows use of a full name rather than just the code, for example to indicate the location of staff in the reallocate screen. Maximum 50 characters.

Time zone: Choose the time zone within which this location sits. All of the time zones of the world are provided in the drop down list and RefTracker automatically calculates times according to the location of the user, taking daylight saving into account.

Work hours start: This is the time at which your reference staff start working (and so are able to deliver answers). RefTracker will never set a target response time that is outside of the working hours of the staff location into which the question arrived.

Work hours end: This is the time at which your reference staff stop working (and so are unable to deliver answers until the next start time).

Note that start and end working hours are set by location.  If you operate as a single service provided from multiple locations, please set each location to the start and end hours of your entire service – so, for example, if you run a world-wide service that is open 24 hours, you should set each staff location to be open from 00:00 to the last time showing before midnight in your Work hours end drop down list. 

DeskStats start and end hours: As you save this screen, the Start and End hours for DeskStats (your service points and other “on the spot” services delivered from this location) will be set to the same times that you specified here for Work hours.  If you want the DeskStats hours to be different you will need to use the Edit function to change them.

Location type: Choose the type of this location
– staff, if it is a location at which staff will work
– client, if it is a location from where clients submit questions from
– combined, if both staff and clients reside at this location.

Exercise:

Enter appropriate values for the location that you are creating using the guidelines above. If it is the first location in a new system you will need at least one staff location and one client location (or one combined location). The click on Update to save the details of your new location.

You will then be shown the Locations summary screen where you can confirm that the location has been correctly created.

If you are doing your initial system set up you should go ahead and create signons for all your other locations now.