Category: General Announcements

Tutor Fault Tag Examples

As many of you know, we had a great suggestion during our inaugural webinar last month proposing that we provide examples for Tutor Fault tags. It is our hope that these examples will not only provide more clarity for the tags, but increase your understanding of how to avoid them and decrease any feelings of subjectivity in our grading system:

(Open slides in new window)

Please use the Check for Understanding survey below to express any confusion or comments you may have.

Create your own user feedback survey

Happy tutoring!

— Team Yup

Webinar #2 + Student Bugs

TUTOR WEBINAR: Thursday 4/19 @ 9am PDT

We’re really excited to be hosting our second Tutor Webinar tomorrow to go over QA 3.0 and the recent changes that have come with it!  Many thanks to those of you who filled out Sharon’s survey and took the time to share questions or confusions you had.

Webinar #2 will be held tomorrow – Thursday, April 19 at 9:00 AM PDT. The following instructions need to be followed closely in order for your attendance to go smoothly:

  1. Please visit the Webinar Link well before the start time tomorrow so you can download Zoom (the webinar service we are using). While you are there, please also test your computer speakers.
  2. Please make sure you are on time (@ 9:00AM PDT tomorrow, 4/19) – we don’t want you to miss any of it!
  3. During the webinar, if you think of a question or  comment, please send a message to the chat. If it is a longer question that will take some time to type up, simply type “question” so Sharon is made aware.
  4. The following is a link to the questions we will be answering in the webinar. We recommend having this open as you tune in so it is easier to follow along: Webinar Questions

Last Months Webinar: We apologize for the delay in getting the March webinar video to you, but here it is! Keep in mind that since this webinar we have disabled refunds, so the information on refunds is no longer applicable.

Student Bug Protocol

Sometimes, students are affected by bugs that adversely impact their sessions. For example, tutors have recently encountered a bug that causes a student’s message to repeat many times over. While this issue may appear like the student is spamming you, it is essential for you to handle these situations with care and not assume that it is deliberate:

  • Just like we hope students are understanding when bugs affect us, we too must exhibit that level of understanding. We request that you calmly explain what is happening on your end and respectfully ask the student to close the app and submit a new session request.
  • An example of a line you can send the student is, “I’m sorry, but there seems to be a bug that’s significantly affecting my ability to read your messages. Can you please try closing the app and connecting again?” Please then tag the session as “Potential Bug”.
  • While it is important to block students from our service that are behaving inappropriately, sessions where there is likely a bug on the student’s end should not be tagged in this manner.

Happy tutoring! As always, please let us know what questions you have.

— Team Yup

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.

DAYLIGHT SAVINGS REMINDER

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.

FACEBOOK LOGIN BUG

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

Tutor Chat Bugs + New Users

ADDRESSING TUTOR CHAT ISSUES

Recently, we’ve been looking into issues involving message lag within Tutor Chat. For some tutors, the site occasionally takes a long time to respond to typing and/or drawing. As a reminder, whenever an issue hurts your ability to teach quickly and effectively, please follow the instructions below!

If you’ve run into this issue, we ask that you email tutor.support@yup.com with a description of the circumstances in which this issue tends to arise. The next time it arises while you’re conducting a session, follow the ‘Dev. Console Instructions’ as laid out in the bug reporting doc:

Yup Bug Reporting Instructions

Then, email a screenshot of the Dev. Console to tutor.support@yup.com.

We normally do NOT want you to refresh your browser while you’re in a session, but if this issue comes up for you, please give it a try, and let us know in your bug report whether or not it helps.

It can be tough for our Engineering Team to debug without having specific system errors to reference, so thank you for your cooperation and patience!

WORKING WITH NEW USERS

With the recent addition of the New User flag, which identifies new Yup students within their student profile, we encourage you to become more aware of how your interactions with these users may influence their newly forming opinions of Yup.

We’ve laid out a few ideas to keep in mind when working with new students to make sure they’re having the best possible experience. It’s important to note that while these practices should be applied to every session, they take on even greater importance when you’re matched with a new Yup student:

Happy tutoring!

— Team Yup

Bug Reporting + New Feature Survey

NEW BUG REPORTING PROCEDURE

To simplify the way we track and handle technical issues with our site, we ask that you no longer use the “Report Bug” button on the bottom right corner of your screen when you encounter bugs.

The new bug reporting process that we’d like you to follow from now on is outlined in the following document:

Yup Bug Reporting Instructions

NEW INSTRUCTIONS OVERVIEW:

tutor.support@yup.com Report serious and/or time-sensitive issues
System Issues HipChat Room Report minor issues or discuss bugs with other tutors

NEW INSTRUCTIONS SUMMARY:

1. If an issue significantly impairs or completely hinders your ability to claim sessions or communicate with students:

Immediately email tutor.support@yup.com.

Instructions on what to include in your email can be found in the link above. Examples of these issues include not being able to press the “claim session” button or not being able to see the student’s messages.

2. If you run into a system error that does not significantly impair your actual tutoring:

Report the issue(s) via the “System Issues” HipChat room.

You may also continue to use this HipChat room to discuss system issues with fellow tutors, who may be experiencing the same issues as you and may have advice on dealing with them. An example of this is your passed session count increasing without an incoming session notification.

If you have any questions about this new procedure, please email tutor.support@yup.com and someone from the Operations Team will get back to you.

TUTOR SURVEY: New Tutor Dashboard Features

Create your own user feedback survey

— Team Yup