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How do the hours in my profile get calculated?

  • "Weekly hours" updates on a 7-day rolling basis.
  • "Total hours" updates every time you close a conversation.
    • Your total hours begin accumulating from the time you enter the queue (select the “Help Another Texter” button) even if you’re not in a conversation with a texter.
  • "Total conversations" updates every time you close a conversation.
    • You get 1 conversation "point" for every conversation in which you are the full owner, i.e. took the conversation from start to finish.
    • For transfer conversations, you get a fraction of a “point” corresponding to the number of CCs who participated in a convo. For example, a transfer conversation with two CC participants earns you 0.5 “points.”
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