Category: Tutor Resources

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

New Video: Pushing Information

PLAYPOSIT VIDEO TASK

Recently, we have introduced a number of features and policies that place greater importance on pushing information to stuck students. So far, however, we haven’t provided much concrete advice about doing so!

With this in mind, we have added a brand new video quiz to our “Adapting to Students” series on PlayPosit. To watch the video, simply login to your PlayPosit.com account. (If you have not received PlayPosit credentials, email tutor.support@yup.com.)

In the previous video, “Adapting to Student Knowledge”(as mentioned in a recent News Feed post), we briefly discuss teaching in a way that will increase the likelihood of your students answering your guiding questions correctly. The newest video greatly expands on this, describing actionable guidelines on multiple ways of pushing information.

Addressing users’ top concerns (explanation clarity and teaching speed, currently) and continuously improving our ability to do so is utterly crucial to Yup’s success. For that reason, we’re making these two video quizzes mandatory and attaching a bonus for completion:

 

– Complete both video quizzes before January 1st to earn two hours of bonus pay

– Failure to complete these mandatory training exercises before the above deadline will result in a penalty of 1 strike


We hope you find the video helpful, and if you have any questions or concerns about it, please email tyler@yup.com.

— Team Yup

Adapting to Student Knowledge

PLAYPOSIT VIDEO TASK

A few weeks ago, we invited a number of randomly selected Yup tutors to watch a PlayPosit training video entitled ‘Adapting to Student Knowledge’. The video outlines general strategies for using guiding questions to move sessions forward quickly while aligning with students’ abilities. 

We found that after being asked to review this video, not only did the selected tutors demonstrate higher gap bridged percentages, but students left less “confusing explanation” feedback and more “fast teaching” feedback on the tutors’ sessions.

If you haven’t already done so, please log in to PlayPosit, watch the video, and answer the interactive quiz questions. The video is less than 6 minutes long and, at the end of the video, you’ll have the chance to leave feedback; please let us know about anything you found either confusing or helpful. We hope you find it informative!

If you have not yet received your PlayPosit credentials or need help logging in, please email tutor.support@yup.com.

— Team Yup

Discussion:

Tutor Dashboard + Math Typing Tool

Tutor Dashboard Update

This week, Yup’s Engineering Team pushed out a number of fixes to improve Tutor Dashboard performance. One change you may notice is the Tutor Dashboard auto-refreshing every 5 minutes. This is totally normal and will ensure our systems are in sync and running smoothly.

Another change that was made this week was the addition of an inaudible sound which plays silently during the waiting period between sessions. This feature will prevent Chrome from deprioritizing the Tutor Dashboard tab when it’s in the background, solving notification issues some tutors were seeing.

Please take a moment to complete the survey at the bottom of this post so we can continue to improve these features and address any issues you may be experiencing with them.

Math Typing Resources

Missing the math typing function from Whiteboard 1.0? The following websites make writing Latex equations simple and allow you to instantly convert equations into images that can be dragged and dropped onto the whiteboard. Use the Whiteboard 2.0 Practice Link to try them out.

‘Online Latex Equation Editor’
(Hint: Increase the font size to make your equations more reader-friendly.)

‘TeX Equation Editor’
(Hint: Increase the ‘height’ size to make your equations more reader-friendly.)

 

— Team Yup

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