New Eligibility Definition

Eligibility Refresher

When assessing your performance, the Yup QA system first determines whether the sessions you conducted are Eligible or Ineligible for consideration based on certain guidelines.

OLD Eligibility Definition Explained

With the introduction of Rubric 3.0, we brought out a new eligibility definition which considers all Gap Bridged sessions, plus any Explanation or Clarification sessions that ended with a Tutor Fault tag (for example, Gave Wrong Answer) to be eligible.

NEW Eligibility Definition Explained

Starting this week, we are updating the eligibility definition to include all Gap Bridged sessions plus any Explanation or Clarification sessions that have a Tutor Fault Tag OR that don’t have a Student/Other fault tag (for example, Student Had to Go or Cheating).

Explanation and Clarification sessions that have a Student Fault or Other Fault tag will be made ineligible when determining your Gap Bridged percentage. The only caveat here is that if a session has a Student Fault/Other tag AND a Tutor Fault tag, it will be considered eligible.

These tags should be thought of as a way to explain why a session did not reach Gap Bridged. This means every Gap Explanation and Gap Clarification session should have a fault tag of some sort (either Tutor Fault, Student Fault or No Fault/Other). Right now there are lots of Gap Explanation and Gap Clarification sessions with no tags. These sessions will be counted as eligible.

We will also be including your rubric scores for all graded sessions in your when determining your Pedagogy scores. Eligibility will only be considered when determining your % Bridged score.

Going Forward

Starting this week, tutor performance will be reported from the standpoint of this new eligibility definition. We will also retroactively implement this new eligibility definition for all weeks going back to when we first launched QA 2.0 in August. Do not worry if this change negatively affects your old rankings, we are not interested in punishing people for old rankings, we just want out records to be consistent.

Let us know what questions you have!

— Team Yup

Updated Definition for “Gave Answer” Tag

The Current ‘Gave Answer’ Tag

Currently, the “Gave Answer” tag applies when:

“Tutor directly gives away the answer to the student OR tutor arrives at the solution without involving the student in key steps.”

However, we’ve noticed that tutors are now afraid to push information or give steps to the student, fearing that they will earn a “Gave Answer” tag. On the other side, parents and students are complaining that some tutors are being too strict and not giving any or key information during the session. The tutors keep asking guiding questions when they should be providing hints to help the student learn.

As a result, students are frustrated and have lower confidence in their ability to solve the problem. While we are proud that tutors are not giving away answers, we are concerned that we are making our customers extremely unhappy. 

New Definition of ‘Gave Answer’ Tag

Moving forward we are loosening the definition of the “Gave Answer” tag and encouraging you to give more hints to the students. Providing hints to students is very important as it helps them improve understanding and speeds up the session. Now, a Gave Answer tag will apply when:

“Tutor directly gives away the answer to the student OR tutor fails to have the student participate in at least one step.”

A student is considered to have participated in the learning process if they:

+ submit a photo of their work

+ participate in an example

+ answer high level questions (why, how)

+ complete a CFU

+ solve a step

Moving forward, we hope that you will provide students with more hints to help them learn faster and have a smoother learning experience. We are excited to see you push more information and give more hints to students.

— Team Yup

 

Rankings, Session Eligibility & Bug Reporting

Changes to Tutor Rankings

 Starting this week, Tutor Performance Rankings will be calculated based on performance data across a 4-week period.

– For example, rather than receiving a ranking for the week of 8/28 – 9/3, you will receive a ranking based on your cumulative category and pedagogy scores for the 4-week period of 8/7 – 9/3.

This change will allow tutors who tend to have fewer than 5 sessions per week to be eligible for performance rankings and bonuses.

Top 10 Performance Bonuses will be calculated using this method starting next week. While your weekly rankings are no longer listed on your Tutor Overview page, you can access this information via your Report Card page. (Note: These bonuses will be added to your workbook data before August payroll is sent out.)


Changes to Eligible Sessions

– We’ve been hoping to make this change for quite some time now and are excited to share the following news with you: As of Rubric 3.0, we are no longer holding tutors accountable for sessions that ended in the Explanation Phase by fault of the student.

– This means only sessions that ended in Gap Bridged and sessions that ended by fault of the tutor in Clarification or Explanation phase will be considered Eligible when assessing your performance. (More specifically, only Bridged sessions and sessions with Tutor Fault tags will be taken into account when calculating Pedagogy and Category scores.)


Reminders about effective Bug Reporting

There are currently three channels for reporting bugs you come across while using the Tutor Dashboard. Below is a reminder for how they should be used:

Tips to ensure effective Bug Reporting:

1. Always include your email, so that we can ask follow up questions.

2. Always include the date, time and time zone so we know when the bug happened.

3. Do your best to be as detailed as possible about how the bug presented itself and how it affected the session/your experience using the platform – even if you think the screenshot speaks for itself. (For example, instead of simply saying “the session is lagging”, say “images are taking a long time to send”, or “messages are showing up out of order”.)

See the Yup Bug Reporting Instructions doc for more information.

 

Let us know what questions you have about these updates! Have a great weekend 🙂

— Team Yup

Canned Responses + SotW & Bonuses

Important Update About Canned Responses & Tags

As you know, with the release of Rubric 3.0 our tagging system has slightly changed. Not only have we added new tags like “Exceptional” and “Poor communication”, but we have also automated a few of our tags so they automatically are applied to certain sessions.

For example, using the canned response (known as “Auto Replies” on your tutor dashboard) for inappropriate behavior will automatically trigger our system to tag the session as ‘Inappropriate Behavior’ and block the student. Similarly, using the cheating canned response will automatically apply the “Cheating” tag to the session.

For this reason, it is extremely important that you are using canned responses when applicable so the appropriate tags are be applied. This means:

– Using the “Inappropriate Behavior” canned response when the student sends foul, threatening or sexual messages or images

– Using the “Cheating” canned response when a student admits to taking a non-practice test, exam or quiz.

SESSION OF THE WEEK

Congratulations to Session of the Week winner, Sejal Kothari! Nice work using a whiteboard example to break down the concept for the student, Sejal!

Nominate one of your own exceptional sessions via the submission form and you could win a $25 bonus!

PERFORMANCE BONUS RECIPIENTS

Congratulations to the following tutors who achieved a Top Ten tutor ranking for two or more consecutive weeks, earning them a $25 performance bonuses. Great work!

–   Partha Sarathi Reddy Kamireddy
–   Helen Herring
–   Namburi M Krishna Varma
–   Vaughan Leslie 

Happy tutoring!

— Team Yup

Updates to Speed Policies and Response Speed Reminder

Hello Tutors,

Thanks for your insightful feedback on our Response Speed Reminder!

The changes below are in response to your feedback, the “new normal” we’ve reached with messaging speed, and the emphasis we want to put on the speed policies rather than the Response Speed Reminder.

  • Starting the week of August 21st, your median tutor-to-student response time needs to be below 8 seconds, rather than 10 seconds, to earn a $25 bonus for the week. Your median tutor-to-anyone response time must be below 25 seconds, rather than 30, to avoid 2 infractions for the week.
  • Effective immediately, the Response Speed Reminder will appear two minutes, rather than 45 seconds, after your latest message.

You will not need to worry about these targets moving again for the foreseeable future. With these changes in place, we’ll be focusing much less on messaging speed and much more on instruction pace, which we’ve found to be a more pressing issue for most students. You can expect your Tutor Whiteboard, Canned Responses, and Review State to be improved and streamlined in the coming weeks. A couple last points:

  • Some key cases prevent us from being able to tie the Response Speed Reminder to the student’s messages rather than yours. For example, the student may repeatedly send messages like “Hello? Are you there?” which would prevent the tutor from receiving the warning.
  • For a sense of what your fellow tutors are thinking: roughly 80% of you responded that tutors should be sending a message every 15 to 45 seconds on average, which is in line with our general expectations of Tutor-To-Tutor messaging speed.

Keep up the great work,

Team Yup