Applicant Interview Troubleshooting
In this article, we'll take a look a three uncommon issues that may occur, and what you can do in the unlikely event they do.
Specifically, for this article we'll look at:
- What if my applicant has issues during their interview?
- Can my applicant restart their interview?
- What happens if an applicant starts, but fails to complete their interview?
What If My Applicant Has Issues During Their Interview?
As always with technology - it can be unpredictable. In the case that an applicant has issues with their interview, reaching out to you is something they may do (this is why it's important to have your Custom Domain set up). You can let them know that should they encounter issues, a simple refresh fixes most things.
Alternatively, they should try clearing cache and cookies, and reopening the link from their email invitation once again.
The interview will always start with confirming their microphone (with a test phrase), and confirming their name too. This means there are two opportunities for the applicant to practice and confirm everything seems okay before they continue.
Worst case, you could Reset their interview (keep reading to see how to do that) but it's not something we recommend.
Can My Applicant Restart Their Own Interview?
The short answer is no.
Your applicant can't restart the interview themselves. There is a number of reasons for this, but the most immediate reason is for fairness of the interview process. That's why we time interviews, and time how long it takes an applicant to begin each answer, etc.
If the applicant has genuine issues, you as the Admin can reset the interview for them - before ever using this feature however, it's highly suggested you check their results if the interview was finished, and if not, be very sure why you're resetting it.
To do this, head into the Campaign, click on Applicants, find the candidate, click the three dots on the far right, and then click Reset Interview.
A confirmation screen will appear, where you'll need confirm this action. Remember, this cannot be undone. We don't keep logs or backups for interviews when you reset them - the applicant will have to redo the entire interview again.
After that, the applicant can redo their interview.
What Happens If An Applicant Fails To Complete Their Interview?
Rarely, an applicant may not complete their interview. This can happen for a variety of reasons; however, rest assured that abandonment rates across all customers remain extremely low.
On the other hand, Applicant Experience Ratings are overwhelmingly positive. Applicants that are completing these interviews are more often than not enjoying the experience!
To see applicants that have started, but not completed their interviews, you can check their Interview Status. If the status is In Progress, it is possible for the applicant to be doing the interview in real time at the moment you're checking, however it's unlikely.
You can filter by In Progress by using a Filter, and you could technically reach out to them manually, especially if you don't have many applicants in a specific Campaign.
If you have a good number of interviews that have already completed, you could go off one of those instead. It's entirely up to you!
If you have a question that doesn't appear here, let us know by emailing support@talentllama.com and we'll get back to you!