Policy Changes, Updates + Grading Delay

New Post-Session Page Policy

Starting this week, spending more than 5 minutes completing the Post-Session categorization page will result in minutes being deducted from your compensation.

While it’s very important to accurately categorize and tag sessions, note that time spent on this page is time you cannot be matched with a new student, resulting in users experiencing higher wait times and requests being dropped.

This policy is in response to a small handful of tutors regularly spending an inordinate amount of time on this page after completing a session rather than making themselves available for the next student.

Session Feedback Delay

As a result of the traffic surge we faced in September, TQMs are still working hard to catch up with grading the large volume of sessions that were completed. We are hoping to post these scores as soon as possible, but there will be a delay with determining rankings and report cards in the meantime. If you’re interested in a position helping grade sessions, don’t forget to take the PlayPosit TQM Course to express your interest.

Review State Length Increasing from 20 to 40 Seconds

Many of you told us in a recent survey that extending the Review Statewould make it more effective. Now that we’ve removed automatic scrolling and settled on the most important Yup Bot questions, we’re ready to raise the maximum Review State time! On Tuesday, October 24th at 10:00 AM PDT, it will increase from 20 seconds to 40 seconds.

It will stay at 40 seconds for at least a week. We’ll then analyze the effect of the change on session outcomes to decide on next steps. As a reminder, here are some guidelines for making the most of the Review State in every session.

New Yup Bot Question Order

When we increase the Review State time limit, we’ll also be making the  question “Have you worked on this material or similar problems before?” the first bot question students are asked instead of the third.

Earlier bot tests have shown that “lighter” questions like this or “How are you feeling about this material?” can increase student engagement with later bot questions. Asking “Have you worked on this material…” may, by increasing engagement with the bot, decrease the number of students canceling their sessions due to longer wait times (while still giving tutors useful information).

 

Let us know what questions you have!

— Team Yup

Create your survey with SurveyMonkey

UPDATE: Bot Questions + Auto-Scroll

New Bot Questions

Thanks in large part to your insightful feedback, we’ve released a new set of Yup Bot questions!

In your Review State,* you’ll now see the three questions below (and their answers) in the following order:

1. “Have you tried anything or gotten started?”

2. “Want to snap a photo of work you’ve done on this material?”

3. “Have you worked on this material or similar problems before?”

We removed the first and last question from the previous five, as they were the least helpful, and we also changed the order to give you the most helpful information first.

*When your student is using our iOS app (the Yup Bot is still not available for Android users)

Automatic Scrolling Removed from Review State

During your Review State, the chat window in the Tutor Dashboard will no longer automatically scroll down whenever a message is sent by the Yup Bot or the student.

Note: You will now have to manually scroll down if you want to see the student’s latest responses.

Keep up the great work!

— Team Yup

NEW TQM Training Course

Interested in increasing your involvement with Yup?

Tutor Quality Managers (TQMs) use their in-depth understanding of Yup’s policies and standards to assess their peers in the form of Session Feedback. We are introducing an optional TQM training course made up of six interactive videos which detail how sessions are categorized, scored and tagged. Each video contains practice questions, giving you a chance to provide feedback on real Yup sessions. These videos will also give you valuable insight into how your sessions are graded. The entire course should take less than an hour to finish and can be completed at your own pace.

If you are interested in participating in the course and being considered for the role of TQM, simply go to playposit.com and log in with your assigned credentials. If you are newer to Yup and have not yet received PlayPosit login details, or if you no longer have access to your login and password, let us know at tutor.support@yup.com.

— Team Yup

 

NEW FEATURE: Student Grade Level

Student’s Grade Level Now in Tutor Dashboard

Yesterday, we released a feature that collects each student’s grade level via the Yup Bot once per academic year. We then store the grade level for each student in our system and display it in the Tutor Dashboard for each of that student’s sessions.

Using the Students’ Grade Level

The table below summarizes how a few aspects of your sessions should depend on your student’s grade level. As your student’s grade increases, so should the size of your solution steps, the initial amount of participation you can expect, and the complexity of the terms you use.

Note: Review State Auto-Scroll To Be Removed This Week

Later this week, most likely tomorrow (Oct. 11) afternoon, we will remove the automatic scrolling feature from the Review State and improve the questions asked by the Bot.

These changes are the first couple of steps toward addressing your feedback from the pre-session message survey. Thank you to all those who filled it out!

If you have not done so already, please fill out the survey on Stars and Whiteboard 2.0 as well.

— Team Yup

 

Interpreting Session Feedback

Rubric 3.0 has been in effect for more than two months now, and we have noticed several questions frequently arising about how to interpret session feedback. To address any confusion, we are posting the following guide on interpreting session feedback in terms of TQM comments, rubric scores, and tags.

TQM COMMENTS

You may have noticed recently that fewer TQM comments are being left on sessions.  This is due to the fact that TQMs have been instructed to only comment on a session if:

1.  Standard 1.1 (Probing) received a NO

and/or

2. The “Inappropriate Behavior” tag changed from YES to NO

We chose to highlight rubric standard 1.1 because it measures how well a session starts off – this is one of the most important factors in determining whether a session reaches Gap Bridged. The comment should guide you to successfully pull valuable information from students in future sessions.

Including comments when overturning the “Inappropriate Behavior” tag will ensure that you understand why the student’s behavior wasn’t considered inappropriate. Because using the inappropriate behavior scripted message can lead to a student being blocked from using our platform, it’s important that everyone is on the same page with its usage.

RUBRIC STANDARDS

When TQMs mark NO for a given standard, they must justify why they did so. (We can see these justifications in the screenshot below next to the ❌s). The justifications help replace TQM comments with concise explanations that capture why points were taken off.  

TAGS

Have you ever received a “Suggest Refund” tag, but couldn’t figure out why? All “Suggest Refund” tags are accompanied by a Tutor Fault Tag, which means reviewing the Tags section of your feedback report should give you a better understanding of the refund. For example in the image below, we can see that the session was suggested for refund as a result of the “Left abruptly” tag.

The only situation where we can see a Tutor Fault Tag with no “Suggest Refund” tag is when between 2 minutes and 5 minutes are taken to respond to a student. The “Slow response” tag is automatically applied by our system whenever 2+ minutes go by without responding to the student, however the “Suggest Refund” tag is only applied when 5+ minutes go by without responding to the student.

To find out more about our tags, please review Session Categorization and Tags.

We hope this clarifies any confusion you may have about your session feedback. If you still have any questions, please do not hesitate to reach out!

— Team Yup