Weekly Reports, Daylight Savings + Login Error

NEW Weekly Report Emails

Starting this week, you will begin receiving regular performance updates straight to your inbox in the form of Weekly Reports. These emails have been created to provide a high-level view of the information in your Tutor Workbooks, and will contain the following information:

Current Status based on your performance metrics, along with an explanation of where you stand (Good Standing, Acceptable, Warning or Under Review.)

Latest Updates from the Operations Team such as important announcements, policy updates or upcoming events.

– Week Overview detailing the number of sessions you completed, how many shift hours you worked and how many key tutor fault tags were earned in the previous week.

4-Week Performance data based on the previous ranking period with details about your average pedagogy score, % of sessions that reached Gap Bridged, and your Tutor Ranking.

– Monthly Totals for Time Not Active, Scheduling Issues and Session Refunds.

– Student Feedback from the previous week, including comments, average student rating and a breakdown of student comment tags (for example ‘Clear Explanation’ or ‘Slow Typing’)

– TQM Comments from the previous week for any sessions that received written feedback from Tutor Quality Managers.

Click the image above for an example email much like the one you will be receiving this week.


On Sunday, March 11th we will be observing Daylight Savings in America. If you reside in an area that doesn’t observe Daylight Saving Time and you haven’t yet been in touch with us about this, please check your email for important instructions from scheduling@yup.com about how this will affect your Yup shifts.

If you live in an area that doesn’t observe Daylight Savings and did not receive an email, please reach out to schedule@yup.com to let us know.


If you are experiencing the bug currently affecting Facebook login, please disable your pop-up blocker, use Chrome’s incognito mode or retrieve your password via the following link and login with your Yup associated email: Retrieve Password Link.

Have a great weekend, everyone!

— Team Yup

Policy Breakdown + Chat Lag Fix


As a startup that’s blazing a trail in education technology, we frequently find ourselves uncovering new problems and adjusting our priorities as new data and learnings come to light. At the same time, we know that these policies can be tough to keep track of!

To ensure everyone is on the same page with what is expected of them, we have created the Yup Policy Breakdown. This infographic organizes all of the bonuses and penalties that Yup Tutors can receive into a one-page resource:

In the spirit of learning, improving, and evolving, we’re also taking this opportunity to introduce some updated policies which are a result of feedback from both users and tutors. These changes, which you can find in the above guide, are as follows:

– New bonus opportunities for positive student feedback
– New thresholds for response speed bonuses and penalties
– New maximum absolute totals and minimums for key tags

Check out the links provided on the right-hand-side of the policy page for more details.


Many of you have reached out to us with concerns about a bug that was affecting Tutor Dashboard response time, especially when typing in the chat box. We are happy to report that the Engineering Team was able to push out an update this morning that should address the issue. Let us know if you continue experiencing the lag, or if you notice other issues. See the Bug Reporting document for instructions.

Keep up the great work, and as always, let us know if you have questions or concerns about this post by emailing tutor.support@yup.com.

— Team Yup

Create your own user feedback survey

Tutor Survey – Ops Communication

How can communication between tutors and the Ops Team be improved? We want to know!

Create your own user feedback survey

— Team Yup

Gap Clarification Updates

Recently, we introduced a feature that asks students if they have started solving or previously solved a problem similar to theirs. Now that this information is available to tutors via the Tutor Dashboard, we will be updating the way we assess rubric standard 1.1, which asks “Did the tutor figure out where and why the student was stuck?”


Going forward, you will be expected to ask the student about their progress only if one of the following is true:

– The student’s response to Started Problem is Yes, but they didn’t upload any work

– The student’s response to “Started Problem” is N/A

When a student responds “No” to “Started Problem” or responds “Yes” and submits work to the Yup Bot, we consider the task of finding where the student is stuck to be complete. At this point, start figuring out why the student is stuck by probing their existing knowledge!

We would like you to continue asking about “why” the student is stuck regardless of how the student responds to these questions (although we strongly suggest that your questions reflect the student’s answer to “Done Similar Problems”.)

In a recent tutor survey, we were pleased that many of you reported utilizing the answers to these questions to ask more targeted questions in the gap clarification phase. (For example, asking the student how their problem differs from others they’ve solved if they indicate having solved similar problems previously.)

Check out the infographic below for a visual guide to navigating Gap Clarification Phase going forward:

As always, let the Operations Team know if you have any questions about these changes by emailing tutor.support@yup.com.

Happy tutoring!

— Team Yup

Create your own user feedback survey

Response Speed + PlayPosit Reminder

Response Speed Reminder Message

Several months ago, we introduced a Response Speed Reminder message that would appear in your Tutor Chat window when you hadn’t sent any messages for two minutes:

After a hiatus caused by a minor bug, this feature is back!

Important: If you see this message before two minutes have passed since your own last message, or if it does not appear when it should, please notify the System Issues HipChat room.

PlayPosit Video Task Reminder

If you have not yet completed the PlayPosit Video Tasks mentioned in this post, we ask that you do so as soon as possible.

The guidelines in these videos bring together, rather than simply restating, a wide variety of our existing tutoring policies, and in a way that helps you move sessions forward efficiently.

We’ll soon be introducing new pay bonuses based on positive student feedback, and if you keep the ideas from these videos in mind, you’ll be well-situated to benefit from them!

If you have not yet received PlayPosit credentials, please email tutor.support@yup.com

Happy tutoring!

— Team Yup