Talent Pipeline: Status and SLA Indicators

Table of contents

• Overview

• Requirements

• How it Works

• SLA Notifications

• Usage Notes

Overview

Talent Pipeline allows you to see which stage a candidate is in within your pipeline, along with other details related to their application. In addition to this, you can tell how long each candidate has been in a stage using our built-in status (both default and custom) and service level agreement (SLA) indicators.

By knowing a candidate’s status within a stage and how long they’ve been in it, you can prioritize your work accordingly and determine who you need to pay attention to right now and what action(s) you need to take with them.

Requirements

This feature is relevant to teams that have access to Talent Pipeline. To learn more about Talent Pipeline or add it to your account, contact our Sales team at sales@gem.com.

How It Works

Default Statuses with SLAs

• We have implemented default SLAs in Gem that are based on research with customers. These statuses will change color based on how long a candidate has been in a particular stage.

• Default Statuses with SLAs:

Default Statuses without SLAs

• Some statuses do not require an SLA or are outside of your control, so no SLA will be applied.

• Default Statuses without SLAs:

Custom Statuses with SLAs

• Since most organizations have different expectations on when to get back to candidates, this feature allows your team to customize SLAs (in hours) based on your organization’s own guidelines.

• Your organization’s SLA settings can be modified. Gem Admins on your team can open Talent Pipeline and click on the “SLA: Any” dropdown menu button to edit them.

• Statuses and SLA numbers are interpreted as follows:

  • The first “Show warning after” column represents how much time must pass (without a status change) before an application turns yellow.

  • The second “SLA missed after” column represents how much time must pass (without a status change) before an application turns red.

    • This includes the time when the status is yellow. For example in the screenshot below, an application with the status “Needs scheduling” will be green for the first 24 hours with no changes, turn yellow for the next 12 hours, then become red at the 36 hour mark.

• What each status means: Statuses with SLAs table

Please note: All teams that have access to Talent Pipeline can have access to this SLA feature, but only Gem Admins can edit them.

SLA Notifications

Notifications help teams stay on top of SLAs in their recruiting process. When a given application exceeds an SLA, information is emailed to the recruiter assigned to the job so they can help get it back under control. 

Default Notifications

By default, notifications are sent for all statuses, excluding “Needs Feedback” and “Needs scheduling” statuses. “Application Review” stage notifications are also disabled to increase focus on later stage candidates. 

Notifications are sent for each job/status (e.g. candidates who applied to the Marketing Manager role that are in the status Needs decision). This means multiple candidates can appear in one notification to streamline communications.

Customizing Notifications

SLA notifications can be customized by a Gem admin for a team for each status by pipeline stage. Gem admins can additionally enable or disable any status and select the relevant stages according to their teams needs.

Notifications are sent according to the SLA targets as discussed in the “Custom Statuses with SLAs” section above. If your team is receiving too many notifications, we encourage team admins to adjust SLAs to a more manageable level.

Turning Off Notifications

Recruiters always have control and can opt-out of notifications in the Notification sections of their settings page. Feedback from recruiters may be best addressed by making adjustments to the admin settings.

Usage Notes

• Status SLAs are purely based on time spent in the status. Events such as emails being sent/received or other candidate-related activity will not impact SLA.

• This feature was released on March 11, 2022. Candidates with stage movements prior to this date will default to the yellow (warning) SLA. Once the candidate’s status changes, their current state will be displayed.

• We currently do not have any additional granularities for custom SLAs. They are only custom SLAs at the company level.

• Setting the warning time to be equal to the missed time will result in behavior where there is essentially no warning/yellow time period (i.e. will go from green straight to red).

• Greenhouse teams: Refer to this guide to learn more about the amount of time it takes to sync activity from Greenhouse into Gem.

Have any issues or questions on this topic? Please feel free to contact your dedicated Gem Customer Success Manager directly or our Support team at support@gem.com.