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

Daylight Savings + Student Feedback Award

DAYLIGHT SAVINGS TIME

This Sunday, March 10th, 2019, the United States will be setting their clocks forward one hour at 2:00 AM PST in observance of Daylight Savings Time

If you reside in an area that does not observe daylight savings, please carefully read through the instructions listed below.  NOTE: This procedure has changed from recent years, veteran tutors!

  • Despite the time change at Yup HQ, do not change your normal weekly schedule in your local time zone if your country doesn’t observe Daylight Savings this Sunday.
  • However, it is important to note that we will be changing from Pacific Standard Time (PST) to Pacific Daylight Time (PDT). This means the timing of your weekly schedule will change by 1 hour when referring to your shifts:
    • For example, a 6PM – 9PM PST shift will become 7PM – 10PM PDT from the Yup HQ standpoint. (This is important for correctly referencing your shifts to Yup Ops/other tutors.)
  • IMPORTANT: If you reside in an area that observes Daylight Savings but on a different date, please respond to the email you received to let us know.

Please don’t hesitate to send questions our way via scheduling@yup.com!


OUTSTANDING STUDENT FEEDBACK AWARD

Congratulations to Rachael Klatt for earning the Outstanding Student Feedback Award! This award is given to tutors who consistently receive outstanding written feedback from students while demonstrating excellent overall performance. Way to go Rachael!

Some of Rachael’s exceptional student feedback comments include:

  • “Thank you so much for your help!! I completely understand this topic now, and your explanations were easy to understand! I hope to have you as a tutor again, thanks!!!”
  • “She is very patient and always explains it in a simpler way in order for me to understand better.”
  • “Thank you Ms. Klatt you are the best tutor I have received so far! You were very helpful, had clear explanations and were very patient!”


Happy tutoring!

— Team Yup

Tutor Survey, Answer Checks + Inactivity

FEBRUARY SURVEY REMINDER: If you haven’t already done so, please take a moment to take the quick February Tutor Satisfaction Survey!


NEW ANSWER CHECK POLICY

Starting immediately, we will be taking a new approach for sessions in which students come to us with solutions to be checked rather than problems to be solved:

  • While most sessions are submitted by users who need help solving, some students have already solved and simply need their answer confirmed
  • This new policy gives tutors the go-ahead to confirm answers at face value, as long as they at least encourage the student to share work before confirming the answer

Read more in the infographic below:

Please don’t hesitate to reach out to tutor.support@yup.com with questions about this!


INACTIVE STUDENT REMINDERS

Late last year, we removed faulty automatic system timers that were (unreliably) ending sessions in which students were inactive for a set amount of time.

Since this change, it has been up to the tutor to end the session when a student becomes inactive – after sending the appropriate canned response. See below for reminders for inactive student procedure.

  • There are two situations in which you are expected to manually end the session due to inactivity so you can be rematched
    • The student does not send a message to the chatroom within 2 minutes of the session beginning
    • The student does not respond to a question for 5 minutes and is unresponsive when checked on
  • Once the session has concluded and the student confirms that they don’t have more problems/questions, it is acceptable to end the session before 5 minutes have passed
    • For example, if you have said goodbye to the student and they don’t end the session, end the session manually so you can be rematched.

 

Happy Tutoring!

— Team Yup

Referrals, Tutor Survey & Whiteboard

TUTOR REFERRAL PROGRAM

We’re excited to announce a new opportunity for tutors to invite their math-minded friends and colleagues to join us on the Yup team – and for both parties to get rewarded in the process!

  • TIMEFRAME: The referral program launches today, February 22, 2019. This initial referral window will be open until March 22.
  • INCENTIVES: You can earn up to $125 per new referral and your friend can earn up to $75 based on performance. You can also claim $25 for each past referral of a current Yup tutor performing to standard.
  • HOW TO REFER: Simply have your friend apply via the standard Yup application page. When prompted to answer “How did you hear about Yup,” they should select “From a friend.” – we’ll follow up from there.
  • HOW TO COLLECT: Yup will track new tutor referrals and award the bonus once eligibility is met. (To claim a past referral, please contact tutor.support@yup.com with the name of the tutor(s) you referred.)


Check out the Tutor Policies slide
FAQ page for more details!

FEBRUARY TUTOR SATISFACTION SURVEY

This month’s survey will ask for thoughts on the Achievements feature. How often are you sending Achievements? How can the feature be improved? Take the survey to let us know!

> > February Tutor Satisfaction Survey < <

WHITEBOARD UPDATES

This week, the engineering team released a new feature that makes the whiteboard touch-screen friendly! If you have a laptop with a touchscreen, you can now draw directly on the whiteboard. Engineering also released a fix for a common bug that was creating issues with rotating and horizontal images.

Happy tutoring!

— Team Yup

Post-Session Page + Feedback Award

NEW: POST-SESSION PAGE

Today, we released an update to the Post-Session page you are prompted to fill out at the end of each session. These changes will allow us to gather valuable session information about students, bugs and session anomalies.

The new Post-Session page will ask you to do the following:

  • Classify the session by subtopic
    Note that ‘Pre-Algebra’ is now being referred to as ‘Early Math’

  • Share if the student was engaged for the majority of the session
    Did they readily participate? Did they hesitate to get involved?

  • Provide notes for future tutors
    “This student responds well to whiteboard drawings”

  • Report any bugs or exceptional cases you may have encountered
    Bugs, issues with your technology or anything to note to Ops/TQMs


See below for a screenshot and let us know if you have any questions, feedback or concerns!


 

STUDENT FEEDBACK AWARD

Congratulations to Robin DeShazo for earning the Outstanding Student Feedback Award! This award recognizes tutors who consistently receive exceptional written feedback from students along with demonstrating excellent overall performance.

Some of Robin’s notable feedback comments include:

  • “Thank you so much for all of your time today. I had numerous questions about topics ranging from all sorts of things, yet you helped and were able to solve them all. Your elaboration and speed allowed me to retain the information and apply it to the next question. Thanks so much :)”
  • “She’s the best tutor I have, no handouts given but she clearly helps explain the problem, I would like to have this tutor again”
  • “One of the best tutors I have ever had. She was so straight forward and made everything so easy for me to remember. Keep up the good work and thank you so much. She made my final review stress free.”
  • An excerpt from a comment that was over 20 sentences (!!!) long:
    “Overall, lessons were extremely helpful with no judgment. Lessons were helpful whether they involved learning new material, or refreshing from months ago. The session lasted a lot longer than I anticipated, but felt short (which is a good thing). I didn’t feel like I had to pull teeth for answers, and Ms. DeShazo was willing and able to help me with more problems than I originally came to her with.”


Way to go
Robin!

— Team Yup