1. Call Manager | Stop Proctoring Session Proctor Function Buttons Test Taker (TT) Sessions (Thumbnails) Proctor Screen Viewing Area

2. 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

3. Expanded Thumbnail Moveable and Resizeable by the Proctor Proctor clicks on Thumbnail to expand to to a larger window

4. 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)

5. 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.

6. Date / Time Scroll Bar Session Notes Session Note Type Action Buttons Screen Tabs

7. 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

9. 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

10. 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

11. 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?

12. Review with Julie