Smart Queue vs Simple Queue
As an all-in-one communication hub, we at PivotCX prioritize our users' having catered experiences for their specific workflows. That said, we have enhanced our chat window to give you various filters and chat orders to make your life easier.
One of the biggest changes you can make to your chat view is the toggle between the Smart Queue and Simple Queue. This will change the order of the conversations. You can activate or deactivate the setting under "My Settings"
Smart Queue
As a default setting, we have prioritized response times. This allows for candidates who have been waiting the longest for a response to appear at the top.
The Smart Queue shows conversations that are:
- engaged
- open
- likely to be opened
- ordered from Oldest to Newest
Simple Queue
The Smart Queue may not be ideal in every situation so we've introduced the ability to flip the queue from Newest to Oldest. This allows for more selective workflows but may result in an increase in response times and waiting conversations
To further manage your queue, we recommend utilizing our mass actions to remove conversations that no longer require a response. Please see our articles on Mass Read, Mass Close, and Select All in View for more tips and tricks.
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