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Published byCaroline Sherilyn O’Neal’ Modified over 9 years ago
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Call Manager | Stop Proctoring Session Proctor Function Buttons Test Taker (TT) Sessions (Thumbnails) Proctor Screen Viewing Area
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Call handle time Talk time After call work time First contact resolution rate (FCR) IVR completion rate % calls transferred Call Handling Average speed of answer (ASA) Call abandonment rate % answered within 30 seconds Average queue time Average time to abandon % calls blocked Service Level Agent occupancy Agent turnover Absenteeism Training hours Agents as a % of Total FTEs Schedule adherence Agent tenure Agent satisfaction Agent Contacts/agent/month Agent utilization Productivity Call quality Customer satisfaction % calls requiring rework Quality Cost/Contact Cost/minute of handle time Cost
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Expanded Thumbnail Moveable and Resizeable by the Proctor Proctor clicks on Thumbnail to expand to to a larger window
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Audio Level Adjustment Test Taker (TT) Sessions (Thumbnails) Streaming Video of Test Taker Test Taker Name and Session ID Audio Indicator Un-Muted/Muted Test Aids Sound Level Indicator Thumbnail Frame (Frame Color)
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Clicking on Streaming Video will Enlarge this Thumbnail Clicking on the Audio Indicator will toggle Mute / UnMute function Clicking on the Sound Level Indicator will bring up the Audio Level Adjustment tool Clicking on the Test Taker Name and Session ID will bring p the Session Notes Audio Level Adjustment Proctor Actions 1.Can Not Hear Audio 2.Camera Out Of Focus 3.Camera Out Of Position 4.No Test Taker in View 5.Poor Lighting 6.Talking 7.Talking - Reading aloud 8.Talking - About the exam 9.Talking - Not about the exam 10.Unauthorized Test Aid 11.Poor Video Signal Right-Clicking on Streaming Video will Bring up the Proctor Action Menu Test Aid Pencil and Paper (Pen) Clicking on a Test Aid will bring up the description for that test aid.
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Date / Time Scroll Bar Session Notes Session Note Type Action Buttons Screen Tabs
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Proctor Welcome Screen KRYTERION Proctor Welcome Screen Proctor: William Johnson Monday February 6, 2012 4:13 PM Maximum number of sessions: 20 Notes/Reminders: New clients from Uzbekistan will be joining Kryterion throughout 2012 Version 4/3 of OLP is scheduled to come on-line this weekend Today’s Activity: WGU midterms General AP for other clients X
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START Match TT Requirements with Proctor Capabilities Proctor with right Capabilities Available ? Queue TT to Proctor – load balance Message TT – Proctor not available at this time Proctor 1 Proctor 3 Proctor 2 Test Taker 1 Test Taker 2 Test Taker 3 Test Taker Queuing Special Need 1
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Proctor Types - Example CodeProctor Type 101Proctoring 101 Built in camera, No check of test aids, No view of keyboard, Limited view of test area APAdvanced Proctoring: External camera, Check of test aids, View of keyboard, View of test area FPFemale Proctor Required
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Test Taker Queuing Example EventQueuing Result Start Proctor 1 has 6 TTs on screen, has capacity to handle 8 TTs Proctor 2 has 12 TTs on screen, capacity to handle 15 TTs. Proctor 3 has 12 TTs on screen, capacity to handle 15 TTs. TT1TT1 launches test as a Proctor 101 Test Taker TT1 is Queued to Proctor 1. Proctor 1 now has 7 TTs, can handle 1 more. TT2TT2 launches test as an AP Test TakerTT 2is Queued to Proctor 2. Proctor 2 now has 13 TTs, can handle 2 more. TT3TT3 launches test as an AP Test TakerTT3 is Queued to Proctor 3 (load balance with Proctor 2). Proctor 3 now has 13 TTs, can handle 2 more TT4TT4 launches test as an AP AND FP Test Taker TT4 is Queued to Proctor 3 (only FP available). Proctor 3 now has 14 TTs, can handle 1 more TT5TT5 launches test as an AP Test TakerTT5 is Queued to Proctor 2 (load balance with Proctor 3). Proctor 2 now has 14 TTs, can handle 1 more Test Takers Test Taker Queuing Proctor 2 AP Proctor 1 101 Proctor 3 AP FP Should we engage Manager when Queuing reaches maximum (no more proctors to queue to), or gets close to maximum?
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Review with Julie
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