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 Keep in mind that since this webinar we have disabled refunds, so the information on refunds is no longer applicable.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

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