Practice Dashboard + Internet Connectivity

NEW: PRACTICE SESSION DASHBOARD

Introducing the Practice Session dashboard! The Engineering team created this invaluable training tool for both new and veteran tutors alike – a mock tutor dashboard that allows you to interact with all the features of a real session chatroom, but with a training “bot” rather than a student.

The Practice Session dashboard can be accessed from the dashboard menu at your convenience (see image) or by going to yup.com/tutor_dashboard/chat_practice. The bot will then guide you through various exercises that show off all that the dashboard has to offer. Practice your whiteboard skills, check out the content card library, or simply make yourself more comfortable using the Yup platform to teach!


INTERNET CONNECTIVITY POLICY + SURVEY

Another recent feature Engineering has developed for Tutor Operations is a system allowing us to monitor the quality of tutors’ network connections while in a shift. Now that this feature is up and running, we are concerned to see that many Yup tutors do not have sufficient bandwidth to reliably connect to the Tutor Dashboard, often leading to session issues, high pass rates for tutors and high drop rates for students.

It should go without saying that having a reliable internet connection is fundamental to working for Yup. In the coming weeks, we will be rolling out a new policy surrounding internet quality – this will likely involve bonus incentives for tutors who improve their poor speed, along with negative consequences for those who fail to do so.

If your internet speed is not consistently at or above 5 – 10 mbps, we strongly recommend that you reach out to your internet service provider ASAP to upgrade your network plan, or explore other options for internet connection.

In order to give us a better understanding of any internet or Tutor Dashboard issues you may be facing, we ask that you complete the following mandatory survey before Wednesday, January 16th.


> > INTERNET SURVEY < <

 

Thank you for your participation – have a great week, all!

— Team Yup

 

Slack Tutor Chat + Shift Endings

SLACK TUTOR CHAT

If you are assigned a problem you are unsure about, please take a moment to upload the student’s image in the tutor-chat channel in Slack. Tagging all online tutors using the @here tag will alert your fellow tutors, along with any online TQMs, that you need assistance. If you need a moment to wait for another tutor to respond, politely let the student know that you are working on their problem, thanking them for their patience.

If you are online and receive a @here notification from a tutor struggling with a problem, please take a moment to provide assistance. If you are with a student when you’re tagged, the student takes precedence – however if you have any capacity to help please try your best to do so.


SHIFT ENDING POLICY UPDATE

Starting January 1, 2019, we are updating our policies surrounding ending your shift and overtime compensation. Here are the two changes to the policy:

  1. It will no longer be acceptable to pass sessions towards the end of a shift.
    1. Tutors will be expected to accept incoming requests throughout the entirety of their shifts. This will ensure students are connected in a reasonable time frame and have a great experience with Yup.
    2. Tutors should only claim temporary shifts or takeovers if they are available to extend into overtime. Due to the unpredictable nature of session length, please anticipate the possibility of needing to extend every shift you work by at least 30 minutes.
    3. If there are shifts in your existing weekly schedule that you cannot potentially extend into overtime, it is important to email scheduling@yup.com as soon as possible so we can adjust your schedule accordingly.
  2.  In order to reward and incentivize overtime, we will be increasing the overtime rate from 1.5x your normal hourly wage to 2x your hourly wage starting January 2019.


This policy change aims to address an issue we’ve been seeing with dropped (unclaimed) sessions. It also helps us avoid situations where tutors have to leave mid-solution due to their shift being over, a common area concern for students and parents.

Let us know what questions you have!


— Team Yup

Achievements Feature Follow-Up

Achievement tallies as of 11/20 launch

ACHIEVEMENT CANNED RESPONSES

Starting this week, canned responses will no longer be automatically included with Achievements. Instead, when sending an Achievement, we ask that you include a brief note sharing how the student earned the badge. We hope that this will make earning an achievement more personalized and less robotic for students. The details about each Achievement can be found in the Achievements panel of the Tutor Dashboard.

ACHIEVEMENT REMINDERS

As many of you have noticed, every 10 minutes there is an automated in-session system notification reminding you to use an Achievement. Please note that this is simply a reminder – you do not necessarily need to send an Achievement immediately after receiving the  notification. Though there is not a set number of Achievements you should award in each session, a rough guideline would be to send appropriate Achievement every 10 minutes on average. We hope that using Achievements frequently will create a more engaging, positive learning environment, which in turn will make sessions feel more fun and fast-paced.

EXAMPLES + REAL SESSION SNIPPETS

While you all have done an amazing job of utilizing more commonly earned achievements like All-Star Answer and Epic Effort, we do encourage you to use the other achievements whenever appropriate. Here are some examples for when you could utilize Great Grit, Super Sharing and Cool Curiosity:

GREAT GRIT:

  • Student has corrected their mistake
  • Student moves past a difficult step

SUPER SHARING:

  • Student shares a picture of their work
  • Student states the next step on their own

COOL CURIOSITY:

  • Student asks a good question
  • Student makes an observation about the problem/concept

If you have questions about when to use a specific Achievement, please refer to the original newsfeed post, check with your peers or a member of the Ops team on Slack, or reach out to tutor.support@yup.com.

Happy Tutoring!

— Team Yup

Features Survey + Outstanding Feedback

NEW FEATURES SURVEY

Recently, we released two significant features that enhance they way tutors interact with students in-session. The following survey will give you the chance to share your thoughts and feedback on both the new Achievements feature, which was released last week, and the Concept Cards whiteboard enhancement which was released earlier this month.

Now that you all have had the chance to try these features out, we would love to hear your thoughts based on your first-hand experiences with the features. Your feedback is extremely valuable and will be shared with the product and engineering teams to make sure we are improving and evolving these features as needed!



NOVEMBER OUTSTANDING STUDENT FEEDBACK

Congratulations to Kathleen Kasper for earning the Outstanding Student Feedback Award! This award is given to tutors who receive consistent, outstanding written feedback from students over several weeks along with demonstrating excellent overall performance.

Some of Kathleen’s exceptional student feedback comments include:

  • “You helped me so much today, and I’m beyond grateful for it. I came in not knowing any concepts, and now I know so many… Your humor, teaching style, and elaborations are some things I definitely enjoyed in our session. Thanks again for all your time and guidance :)”
  • “Thank you for helping me with this problem you helped me realize that the big problems aren’t always as hard as they seem Thanks!”
  • “I liked how fast the tutoring went by. I would love it if I were paired with you again.”
  • “Thank you for helping me with this problem you helped me realize that the big problems aren’t always as hard as they seem Thanks!”


Way to go
Kathleen!


Have a great weekend, tutors!

— Team Yup

New Features: Badges + Concept Card Library

STUDENT ACHIEVEMENT BADGES

In the coming days, we will be rolling out a new dashboard feature that will expand on our current “Star” badges. These fun new Student Achievement badges will be located in the same portion of the Tutor Dashboard as the canned responses and can be accessed by clicking the trophy icon (see below.)

Students will be able to earn badges by exhibiting certain positive behaviors – for example, asking an inquisitive question can earn the ‘Cool Curiosity’ badge. While the goal is to praise and reinforce ideal student behavior, our hope is that they will also make sessions more engaging and fun.

We encourage you to use Achievements frequently, however it’s also important to use them methodically. Avoid sending badges when the pace of the session could be disrupted or when the student needs support more than praise.

Below you will find a list of each badge along with the matching icon, and guidelines for awarding the badges.


CONCEPT CARD LIBRARY

Last week we introduced Concept Cards, a game-changing addition to our whiteboard gallery. Since the release, we have introduced a resource that we hope will make using these Concept Cards more effective. Check out the ‘Concept Cards‘ button at the top of the newsfeed window for a complete, searchable gallery of all the available Concept Cards to help tutors familiarize themselves with dozens of cards available in the whiteboard gallery.

Happy Tutoring!

— Team Yup