How does the Tutor Triage page work?

https://groklearning.com/tutor-messaging/

The tutor triage page is the interface that the tutoring team uses to manage incoming messages from students to the tutors. It can also be used for pre-emptively sending messages to students who appear to be struggling with a particular problem.


(1) Live Tutoring Courses
(2) Online Tutors
(3) Live Feed
(4) Tutoring Page Mode
(5 and 6) Chat Threads

(1) Live Tutoring Courses

The Live Tutoring Courses pane shows you the courses you're currently subscribed to live tutoring for, and allows you to modify your preferences for each course.

You can alter your preferences for each course by clicking on the caret symbol (1) next to the course. Doing so will open up a dropdown menu, including the ability to unsubscribe from live tutoring this course (4) and to enable auto-assign mode for this course (3). 

Auto-assign mode will be explained in detail later on. If you are in auto-assign mode for a course, the icon next to the course (1) name will contain a bell. You can subscribe to additional courses using the + icon (2). Clicking on this opens a modal window listing the additional courses you can subscribe to live tutoring for.

To subscribe to another course for live tutoring, you can click on the Add button. By default, tutors won't be added to the Advanced Challenge stream, so you might want to add it.

(2) Online Tutors

This shows which other tutors are currently online for the courses you are subscribed to live tutoring for.

(3) Live Feed

This shows an event stream of things that have happened regarding tutoring for all courses you are subscribed to live tutoring for.

(4) Tutoring Page Mode

There are four different page modes you can choose from in the live tutoring interface. The default page is the triage page. The other page modes allow you to see chat threads that are allocated to you only, allow you to lookup a student, and allow you identify struggling students.

(5 and 6) Chat Threads

The majority of the screen real estate is taken up by the list of chat threads for the courses you are subscribed to live tutoring for. The chat threads shown here are grouped into up to four categories:

  1. unreplied and claimed by you;
  2. unreplied and offered to you;
  3. unreplied and not offered or claimed by anyone;
  4. and other unreplied threads for students that have not yet solved the problem the chat thread is in relation to.