Having the correct filters in a PivotCX chat allows Chat Agents, Hiring Managers, and Recruiters to work more efficiently and minimizes the possibility of missed conversations.
How to update Filters
Once in the chat view, click the funnel icon to update the filters.
Click the funnel again to minimize the filter settings when you complete your changes.
Now it is easier than ever to update your filters to maximize your chatting time.
Depending on your role, presets allow you to easily change your filters to leverage the Smart List so you can get more done.In addition to presets, users can manually change their filters to customize the conversations in their Smart List. Users can remember they have made a manual filter because the funnel icon will appear filled in. Clicking on the Reset Filters button will remove manual changes to a preset.
Chat Agent PresetChat Agents and BDRs (Business Development Reps) are responsible for initial engagement and will want to leverage PivotCX's claim system to optimize response time and deliver better customer service. (Under the hood, this preset turns on "Only Waiting," "Claimed By Me," and "Unclaimed”).This filtering will show only conversations that have not been responded to, are not claimed by another user, and are waiting for a response. With these filters, the Smart List will prioritize the best possible average response time so users can pick the first conversation on deck and use keyboard shortcuts to move through subsequent chats rapidly.
To ensure the claiming feature works properly, ensure you turn on Autoclaim in your User Settings.
Recruiters and Hiring Managers PresetsRecruiters and Hiring Managers take over after Chat Agents and BDRs complete the initial screening (under the hood, these presets turn on "Assigned to Me" only).With a tight schedule, these users would better serve job applicants by changing their filters to optimize for accountability.None of the brand new conversations at the top of the funnel will appear in this view, making it easy to follow up with prequalified candidates.