Bug Reporting Procedure + Updates/Reminders

NEW BUG REPORTING PROCEDURE

Starting immediately, we ask that you use the Tutor Dashboard’s built-in Report Bug button to let us know about technical issues you face.

We invite you to continue to use the #system_issues room on slack to communicate with other tutors about bugs after reporting via Report Bug (UserSnap).  Additionally, if a bug you are facing is significantly impacting your shift, please continue to let us know via tutor.support@yup.com.

Using the ‘REPORT BUG’ Button (UserSnap)

STEP 1
Click the ‘Report Bug’ button on the bottom right of your tutor dashboard to launch the bug reporting screen.

STEP 2
Use the pen tool to mark your screenshot if necessary and use the comment box to tell us more about the bug.

        • Do your best to be as detailed as possible about how the bug presented itself, and/or how it affected the session, or your experience using the platform (even if you think the screenshot is self-explanatory!)
        • For example, instead of saying the session is lagging, try saying messages/images/whiteboard are taking a long time to send, or messages are out of order/repeating in the session.
        • Always include your email, the date, time and time zone in order to better find and investigate bugs reported.

STEP 3
Click “Send” when you are done illustrating and explaining the bug that you are experiencing.

Check out the Yup Bug Reporting Instructions doc for more details.

TUTORING UPDATES/REMINDERS

  • PRE-SESSION QUESTION TIP
    • Use the canned responses filed under Initial Probing along with the student’s answers to the pre-session questions to speed up Gap Clarification Phase.
      • For example, if they indicate that have solved similar problems, you might utilize the following canned response:“Looks like you’ve done similar problems before! Based on those, do you have any ideas about what we could try here?”
  • ACHIEVEMENTS UPDATE
    • As of this month, Yup tutors have sent over 15,000 Achievements to students! The team’s favorite Achievement to send is All-Star Answer with close to 7,000 awarded since the feature launched in late November 2018. Let’s keep this trend going, all!
    • The record for most Achievements sent in a single session is Session #406409 in which veteran tutor Bharathi Vavilakolanu sent 26 Achievements over 108 minutes!

Keep up the great work and happy tutoring!

— Team Yup

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