Working Hours versus All Hours
Each PivotCX team can define its own working hours. The platform uses these hours to understand when people are ready to respond and when they are not. This helps PivotCX give accurate and useful metrics about response time, and send the appropriate response to a contact. When you view metrics for your team with the Working Hours filter, the data only counts time during working hours. For example, if a contact sends a message at 9pm and an agent responds the next day a 9:05am, 5 minutes after the working hours start, then the response time will show as 5 minutes.
Even though PivotCX keeps track of working hours, it can still show metrics for All Hours if you need it to. This can be useful for seeing the absolute amount of time that contacts have to wait because no one is ready to respond. Using the same example as above, the response time for All Hours would be 12 hours and 5 minutes.
Applicant Chat/Email Time off by Hours
If the time shown in the conversation window appears to be consistently off by several hours (it could be several hours into the future... or in the past), it is likley your browser is reporting an incorrect timezone. This can be caused by three ...
Median versus Mean
Median and mean are both valuable statistics to gather, but there are some important differences between them that can make one vastly different than the other. When there are a few numbers that are much larger or smaller than the rest of the data, ...
Chat Command: ^stat
PivotCX Chat Command: ^stat Show the stats for a conversation. The Stats pop-up shows key metrics for the conversation that can be viewed for working hours, or based on a 24-hour clock. How To Use Type ^stat in the chat window followed by the ...
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 Command List
^assign This is used if you want to assign a conversation to yourself or others. Great for organizing if you have a large team ^at Use this function to schedule a message to be sent at a future time. ^claim Claim a conversation. This means that a ...