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

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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

New User Flag and “IDK” Alerts

As you may have noticed, one new feature was added to your Tutor Dashboard this week, and one more will be added before the week is over! Please read more about them below and answer the questions at the end of this post.


Whenever a session you’ve claimed is the first or second session that your student has submitted, you should now see this extra field at the top of your tutor dashboard:

New users are the least acquainted with our service and have the highest risk of misunderstanding how Yup works or having a bad experience. It’s up to you to show them how much help and confidence our service can give them!

Our service plans have changed to become longer-term and more expensive, making it all the more crucial to give new users a great learning experience. For that reason, we are preparing to give these New User sessions greater weight in our QA system. We hope you’ll use this New User feature to give extra attention to how new users behave and how best to work with them.

“IDK” Messages

Several weeks ago, we saw that a strong predictor of your percentage of Gap Bridged sessions is the rate at which your questions are answered with phrases like “i don’t know” or “not sure” by the student. This rate is also correlated with the percentage of your sessions that receive “Confusing Explanation” feedback from the student.

To address this, we’ve built a new alerting feature that should be deployed today. Whenever your student sends a message like “i don’t know,” “idk,” or “i’m not sure” more than once within a seven-minute time period (we’ll experiment with this time period to optimize it) you’ll see the following message in your chat window:

The aim is to keep the importance of pushing information at the front of your mind, which should decrease the difficulty students have in answering your questions or following your explanations.

We acknowledge this feature’s limits; for example, some “idk” messages are absolutely necessary when probing the student’s knowledge. Also, a few students will say “idk” to any question you ask when they don’t want to participate. Again, this is aimed at encouraging tactful information-pushing, and note that we are not currently tying any new policies to this feature.

The student will not see this alert, but you will be able to see it in your session history. We thank you in advance for your patience as we fine-tune this feature, and look forward to gathering your feedback on it!

— Team Yup

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NEW Pre-Session Questions

UPDATE November 22nd, 2017: Due to unforeseen tutor dashboard issues that were resolved today, all parts of the feature below will be pushed out next week (week of November 27th) rather than this week. Also, the feature will be available for both iOS and Android, although the bot questions will remain an iOS-only feature for now.

Big changes are coming to the Yup iOS mobile app. Soon, we’ll require all iOS users to answer the questions “Have you done a similar problem before?” and “Have you started working on the problem?” before they request a tutor, rather than after:

This means that you’ll be able to see the answers to these questions in your Review State as soon as you claim a session with an iOS userYou won’t see them in the bot conversation, however. Instead, there will be new fields for these two answers at the top of your Tutor Dashboard:

Showing you these answers at the start of nearly every session should ensure that your first questions about the student’s progress and prior knowledge are always as customized and informative as possible.

For example, if the student has not made progress, start with questions about what they feel stuck on and what they know. If the student hasn’t done similar problems before, be ready to push information and examples quickly.

While these fields will appear on your Tutor Dashboard early this week,  you won’t start seeing the students’ answers until we release the new version of the iOS app later in the week. Going forward, we will continue using the Yup bot to test different ways of preparing the student with helpful tips and more detailed questions.

As always, let us know if you have any questions or concerns about this feature. Use it wisely!

— Team Yup

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