Response Times
Overview
To give the best candidate experience and to speed up the recruiting process for our teams, PivotCX tracks response times between a contact (a job applicant) and an agent (either a PivotCX Candidate Advocate or a company recruiter). For each PivotCX team, we keep track of several response times, from the first response and throughout a conversation. Also, we measure both working hours and 24-hour time frames and we can view the results as either the median or the mean.
Initial Contact Response
After a job candidate completes their application online, they receive an automated message thanking them for the application and requesting their consent to ask them a few questions via text message. Initial Response is the time elapsed between the automated message and when the candidate replies to that first message.
Agent Initial Response
The time between a candidate's initial response and a live human starting engaging in the conversation is the Agent Initial Response.
Contact Response
The between the previous agent response and the candidate's subsequent response is the Contact Response time.
Agent Response
In contrast, we measure agent response from the time of the contact's last reply, even if they sent more than one message in a row, and the time the agent responded.
To view response times per conversation, review the article on ^stats.
Related Articles
Creating a New Contact
You can create a new conversation in a couple of ways learn more below: Creating a New contact from the Chat Window Click on the plus icon next to the search bar in the top left of the chat view. Creating a New Contact from the Grids If you're ...Adding the name to the tab notifications
This setting allows you to see a contact's name in the browser tab instead of the team name. You can turn this setting off and on using the steps below. How to Use You can change the setting under “My Settings” from the dashboard and click on “Chat”. ...What is a CDR
Although chatbots are getting all the buzz in recruiting lately, we at PivotCX understand that they have limitations when developing a connection with job seekers. For this reason, we have enlisted Candidate Development Representatives (CDR) to be ...When a contact replies STOP
When a contact sends the keyword STOP in a message, PivotCX cannot send SMS or MMS messages to that contact. This is by design, and required by federal regulation and US state law. When a contact replies STOP to a message sent by PivotCX, PivotCX ...Funnel Metrics (for Recruiting)
Overview The funnel shows the flow of applicants to delivered, qualified candidates. Use the funnel chart to visualize the flow of applicants to qualified candidates. Applies The number of applicants received by PivotCX from all sources. It is ...